How a BPM lifted supervisory performance and cut attrition across three sites, after its own internal efforts had moved neither.
A large third party BPM company’s client is a leading cosmetics company based in the US. The client had outsourced more than 350 FTEs worth of work to the BPM company and the operation was spread over 3 locations. The BPM Company wanted to improve the operational effectiveness at the supervisory level and reduce attrition, as this was constant area of concern for the company. The BPM Company had already taken various initiatives internally to try and reduce attrition, which had not yielded the desired results. The company engaged OnTrac to help them in their efforts to reduce attrition.
OnTrac first conducted a study and baselined the current situation of supervisory operations. In the second phase, OnTrac delivered training programs, and using its own methodology, coached supervisors on the floor. In the last phase, OnTrac worked with the participants' managers to help them take over and govern the review process with the team leaders. The result was that the performance improved and attrition decreased significantly.
