| Welcome
to the December 8, 2004 issue of The Total View
Published by Success
Performance Solutions, Written by Ira S. Wolfe
New! Human Resources Blog
- We're very excited to announce our new Human
Resources Blog and Perfect
Labor Storm Blog where we can post daily (and more often) human
resource updates, news, and Perfect Labor Storm facts. Reply
to this email how to syndicate our blogs on your commercial websites
or intranets.
What's Inside
1. Employee
Turnover is Expensive
2. Perfect Labor Storm Alerts #306 to #310
3. Tips You Can Use
- NEW! Background Checks/Customer
Service Excellence
4. In The News! Major Labor Shortage
5. How to Hire Employees
With A Positive Attitude
6. How to Hire High Motivation Employees
7. You don't need a huge budget and staff to hire the
best employees
8. Over 250 Supervisors
Have Attended Managing to Excel Workshops
9. Fall Workshop and Speaking Schedule
10. Wondering if you have the right people on your team?
1. Employee
Turnover is Expensive
What does employee turnover
cost your company?
While many line managers know that replacing someone costs a lot
of time, energy and lost productivity, few can put a dollar figure
on it. Unfortunately, for those who propose investment in human
capital as a way to improve retention and productivity, lack of
a hard cost means that investment gets put on the back burner.
According to a new cost
of employee turnover analysis from the Employment Policy Foundation,
a Washington, D.C.-based research group, average turnover costs
reached $13,355 per full-time private-sector worker in 2004. The
result is based on an earlier study that found turnover costs average
25 percent of a worker’s annual salary. Turnover costs, which
include recruiting, selection, training and lost productivity expense,
have climbed 6.8 percent from a $12,506 average cost in 2002.
That 25 percent figure may be too conservative according to the
150 percent estimated by the Saratoga Institute and 2400 perecent
for senior executives, as calculate by Dr. Bradford Smart in "Topgrading."
Sibson and Company, a human capital consulting firm, has come up
with a more novel approach, one that links human capital to production.
They found that the cost to recoup the loss from just one crew member
in a fast food restaurant required the sales of an additional 7,613
children's combo meals at $2.50 each. A clothing store must sell
almost 3,000 pairs of khakis at $35 to recoup the loss of one sales
clerk.
EPF’s analysis found significant variations in turnover rates
by industry. The leisure and hospitality industry had the highest
turnover rate (voluntary quits and retirements), with an annual
rate of 46.4 percent for the twelve months ending in August 2004.
Retail trade was second highest at 33.2 percent. Companies in the
manufacturing and transportation industries had smaller annual turnover
rates of 16.5 percent and 18.2 percent, respectively.
For large companies, different turnover rates can create large differences
in total turnover costs. For a 40,000-employee company, total turnover
costs would reach $80 million annually with a 15 percent turnover
rate. The same firm with a 40 percent turnover rate would spend
$214 million annually.
Over the twelve months ending in August 2004, net hires to replace
workers who quit or retired totaled 27.8 million. The total represents
hiring to replace 24.9 million workers who voluntarily quit—typically
to take another job—and 2.9 million who retired or left because
of death, disability or other reasons.
Employee turnover is expensive. Best practice solutions include
pre-employement screening, personality tests, performance management
and supervisory training. Click here to reduce
turnover and improve employee performance.
2. Perfect
Labor Storm Alerts #306 to #310
Visit
our blog, too.
Fact #306:
The rate of unscheduled absenteeism has climbed to a five-year high
of 2.4 percent. (Source: CCH Inc.)
Fact #307: Late minute no-shows cost organizations
an average of $610 per employee. (Source: CCH Inc.)
Fact #308: Only 38 percent of employee who fail
to show up for work are due to personal illness. 62 percent
are for other reasons including family issues (23 percent), personal
needs (18 percent), stress (11 percent) and entitlement mentality
(10 percent). (Source: CCH Inc.)
Fact #309: Paying the price for low morale: Organizations
reporting low employee moral have higher rates and costs of absenteeism.
Rates are more than one-third higher among companies with poor/fair
morale. (Source: CCH Inc.)
Fact #310: Employers with poor'fair morale set
aside 4.9 percent of their budgets to cover the costs of absent
workers compared to just 4.0 percent for organizations with good/very
good morale. (Source: CCH Inc.)
Don't be caught in storm
without all the facts. "The
Perfect Labor Storm Fact Book: Why Worker Shortages Won't Go Away"
is a must-read leading edge forecast that predicts workforce trends
for decades to come. Order
your copy today - Only $7.95.
3. Tips
You Can Use - Background
Checks and 100
Activities and Actions
for
Customer Service Excellence
To provide our clients
with one-stop shopping for employee evaluation from pre-employment
to career succession, we are very pleased to introduce our new partnership
with Information
Architects,
a leading provider of Employment Screening and Background Investigations.
Services include:
- Employment Verification
- Criminal Records Search
- Civil Records Search
- Workers Comp Search
- SSN Verification
- Credit Reports
- DMV Reports
- Bankruptcy Search
- Degree Verification
- Professional License Verification
- Drug Screening
Learn more about background
checks here.
NEW!
100
Activities and Actions for Customer Service Excellence
In our increasingly competitive
business world, it is beoming more and more important to provide
the best possible service to customers. Your customer service
representatives are in a unique position to keep your customers
happy and coming back.
With Learning Points: 100 Activities and Actions for Customer Service
Excellence, you can be sure your employee know exactly what they
need to do in any situation to provide the quality of service your
company expects. And your customers deserve.
These fun, engaging, and easy-to-use activities take only minutes
to complete. They contain a wealth of insights, tips, and
guidanc that will create employees who....
- Understand the principles of customer service and how to apply
them to build rapport, solve problems, and treat the customer
with respect.
- Know how to keep customers by removing obstacles to customer
service, really listening, finding the root causes of problems,
and never taking short-cuts.
- Bring to the job knowledge of new ways to do business - from
the Internet and voice mail to cellular phones, virtual meetings,
and beyond.
- Add value to everything they do by providing extra touches,
making things right, continuously improving and delivering outstanding
service - even when they're busy.
Order 100
Activities and Actions for Customer Service Excellence
4. In the
News!
Coming
Soon to a Location Near You: Major Labor Shortage -
Featured in HRWire,
November 1, 2004
Business2Business - November
2004
What
Is Keeping Human Resource Professionals Awake at Night?
(This original article
written by Ira S. Wolfe was the November 2004 cover story.)
Fort Wayne Journal Gazette
- October 31, 2004
Firms
probing employees' pasts
5. Hire
Employees With A Positive Attitude
SELECT Associate System
is a pre-employment screening system to identify work-related behaviors
such as Positive Service Attitude, Accountability, Frustration Tolerance,
Acceptance of Diversity, Multi- tasking and more. It also includes
a Validity Check and the Integrity Index. Each customized report
includes a step by step interview guide including recommended interview
questions. The following report versions are available:
Customer Service
Administrative Support
Retail Sales Associates
Entry Level Retail Management
Call Centers
Production & Distribution
Healthcare
Personal Service
Convenience Store Associates
Hospitality
Office Staffing
Learn how
to hire employees with a positive attitude here.
6. How to
Hire High Motivation Employees.
Begin to Hire The High Motivation Employee with The Interpreter's
Guide to The TotalView Assessment System. This e-book, written
by employee selection expert Ira S. Wolfe, describes in easy to
understand detail how to differentiate the winner takes all candidate
from the employee who'll give away the store, the nit-picking-controller
from the why-get-it-done-today-when-you-can-put-it-off-until-tomorrow
candidate, the cool-calm-collected from the easily frazzled-sky-is-falling
employee.....and more.
Why TotalView? It is simply
the best job matching and employee evaluation system on the market
today.
For a limited time this
$197 value will be offered to Total View subscribers for only $69.
Order
How to Hire The High Motivation Employee Interpreter's Guide.
7. You don't
need a huge budget and staff to hire the best employees
Eliminate The Hassles and Headaches Associated With Screening Candidate
with Total APS.
The Total Applicant Processing System enables the small and medium
sized employer to do online recruiting and screen applicants with
customizable and scorable filtering questions with a click of the
mouse. Save time and money by qualifying candidates before
you interview.
Use Total APS to recruit
and screen applicants for your next job opening.
8. Over 250
Supervisors Have Attended Managing to Excel Workshops
Just announced!
M2E Team Building Workshops at Beard Miller Company (York, PA) beginning
January 18, 2005. Call Heather at 717.846.7000 for more information.
Ever since Success Performance Solutions introduced Managing to
Excel in 2002, Central PA supervisors and managers have been learning
and developing proficiency in the twelve competencies that highly
effective managers and supervisors have that average performers
don't.
To read more about Managing
to Excel, visit Managing to Excel - Management
Competency Workshops.
Managing to Excel is also
available for purchase by in-house trainers and human resource professionals.
The per participant cost per program is as low as $20!
9.
Fall 2004 Workshop and Speaking Schedule
January 16, 2005 - 2005
International Builders Show, Orlando, FL
February 28, 2005 - IQPC''s
Best Practices in Disease Management, Las Vegas, NV
10.
Wondering if you have the right people on your team?
Everyone wants to build the High
Motivation Employee Team. Do it with team building activities
packaged exclusively for small businesses and home businesses.
Contact Information:
Success Performance Solutions 2481 New Holland Pike, Suite 2, Lancaster,
PA 17601
email: tv@super-solutions.com
voice: 717.656.4632
web: http://www.super-solutions.com
To learn more about Success Performance Solutions or read back issues
of The Total View, stop by our website at www.super-solutions.com.
Order your personal copy of Understanding
Business Values and Motivators.
Order your personal copy of The
Perfect Labor Storm
Ira S. Wolfe. 2004 - All Rights Reserved. Reprints and other distribution
by permission only.
Syndication available
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