Managing Employee Retention

1st Edition

A Strategic Accountability Approach

Authors: Jack J. Phillips Adele O. Connell
Hardcover ISBN: 9780750674843
Imprint: Butterworth-Heinemann
Published Date: 15th September 2003
Page Count: 304


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Table of Contents

Part One, Problem, impact and costs of turnover - Impact of Turnover, definitions, turnover/retention model, how turnover rates are calculated, statistics about turnover; Why turnover is a serious problem, the issues, the problem of mismatches, the responsibilities, retention as a strategy, the payoff; Costing turnover, fully loaded, using a fully loaded cost profile, exit costs, recruiting costs, selection/employment costs, orientation costs, training costs, lost wages/salaries, supervisor/staff time, lost productivity, loss of expertise/knowledge, customer satisfaction issues, developing the total costs; Part Two, Retention solution - Uncovering retention needs, total compensation, great place to work, opportunity and growth, challenging future, converting needs to solutions; Total compensation solutions, lever one, fairness and value, definition, components, pay, benefits, incentives, rewards and recognition; Great place to work solutions, lever two, connection to the work, definition, components, recruitment, selection, contracting, placement, orientation, lever three, community and trust, definition, components, teamwork, suppport systems, follow-through, lever four, physical work environment, definition, components, safety, work environment, ergonomics, lever five, meaningful work, definition, components, work design, line of sight, empowerment, performance management; Opportunity and growth solutions, lever six, operational excellence, definition, components, enabling systems, effective communication, operational accountability, lever seven, professional development and progression, definition, components, competencies, training and development, career pathing, succession planning; Compelling future, lever eight, life balance, definition, components, individual values, supportive culture, organizational resources, lever nine, connection to the organization, definition, components, mission, vision, values, contribution, market performance, competitive advantag


During the past decade, employee turnover has become a very serious problem for organizations. Managing retention and keeping the turnover rate below target and industry norms is one of the most challenging issues facing business. All indications point toward the issue compounding in the future and, even as economic times change, turnover will continue to be an important issue for most job groups. Yet despite these facts employee turnover continues to be the most unappreciated and undervalued issue facing business leaders.

There are a variety of reasons for this, for example, the true cost of employee turnover is often underestimated. The causes of turnover are not adequately identified, and solutions are often not matched with the causes, so they fail. Preventive measures are either not in place or do not target the issues properly, and therefore have little or no effect, and a method for measuring progress and identifying a monetary value (ROI) on retention does not exist in most organizations.

'Managing Employee Retention' is a practical guide for managers to retain their talented employees. It shows how to manage and monitor turnover and how to develop the ROI of keeping your talent using innovative retention programs. The book presents a logical process of managing retention, from identifying turnover costs and causes, designing solutions that match the causes of turnover, developing tools for tracking turnover and placing alerts when action is needed, and measuring the ROI of retention programs.

Key Features

  • Shows how to accurately cost turnover, providing examples and actual data from hundreds of organizations
  • Presents effective ways to identiry the causes of turnover so the problems can be quickly rectified
  • Shows how to measure the monetary return on investment of retention programs


Human Resource Professionals; Organizational Specialists involved in HR procedures such as recruiting, selection, career management, employee relations; Professors teaching HR courses; Consultants assisting HR managers.


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© Butterworth-Heinemann 2004
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"Phillips and Connell give the hungry reader great food for action to finally tackle the employee retention problem. Too many accept employee retention problems as inevitable, Phillips and Connell provide the techniques to solve the issues strategically and with accountability. If you're serious about managing employee retention, this book gives you both the "how to" and the "rationale" you need for success." - Pat Crull, Vice President and Chief Learning Officer, Toys R' Us "A comprehensive and valuable resource for all managers and HR professionals who want to retain critical talent in their organizations. This book provides applied techniques for analyzing retention issues, calculating costs of attrition and creating effective retention solutions." -Tamar Elkeles, Vice President, Learning and Development, QUALCOMM, Inc. "I would certainly recommend this book to any leader with the desire and need to reduce turnover and improve employee satisfaction and performance levels. Managing Employee Retention is a simple to follow and easy to implement strategy to guide any company toward becoming an employer of choice." - Harry Bond, President, Monical Pizza Corporation

About the Authors

Jack J. Phillips Author

Jack J. Phillips, PhD, is a world-renowned expert on measurement and evaluation and chair of the ROI Institute, Inc., which provides consulting services, workshops and keynote addresses for Fortune 500 companies and major organizations around the world. He developed the ROI Methodology™, a revolutionary process that provides bottom-line figures and accountability for all types of training, performance improvement, human resources and technology programs and is used worldwide by corporations, governments and non-profit organizations. His expertise in measurement and evaluation is based on nearly thirty years of corporate experience in five industries. He has served as training and development manager at two Fortune 500 firms, senior HR officer at two firms, president of a regional federal savings bank, and management professor at a major state university. Phillips is the author or editor of more than 30 books and more than 100 articles.

Affiliations and Expertise

Developer of the ROI Methodology and Chair of the ROI Institute, Inc.

Adele O. Connell Author

Adele Connell, Ph.D. has had a successful career working in and consulting for large organizations in both public and private sectors. Her expertise includes financial services, insurance, call centers, leadership, quality management, training and human resource development. ORganizations she has worked with range from General Motors and Ford, to NASA, the Internal Revenue Service, Dept. of the Navy, Boeing, and Martin-Marietta. Adele is currently a Lieutenant Colonel in the US Army Reserves and has spent a great deal of time in active duty, Currently she serves in the 96th Regional Support Command, headquartered in Salt Lake City. She lives with her family in Salt Lake City, Utah.

Affiliations and Expertise

Franklin Covey Company