Tiburon, CA – Oct. 7, 2004. Primary Matters (Company
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Studies), Inc., experts in business analytics for contact centers, field organizations and other large business functions, announces the release of a new White Paper, “Managing the Productivity and Costs of the Employee Job Life Cycle”. This paper is a must-read for any organization with a moderate to high turnover rate and an extensive learning curve.
This White Paper discusses the Employee Job Life Cycle and its attributes, including the evolving quality, productivity, and job retention of typical employees throughout the process of hiring, employment and termination. It highlights the key performance data and shows how it varies for each of the different time periods in a typical employee’s time with a company.
Successful business units are always on the look out for ways to increase efficiency, reduce costs and simultaneously improve quality. As explained in this paper, Primary Matters has outlined the reasons why managing towards longer employee job life cycles is one way to achieve this goal at a much lower cost than many other options. What is interesting is that managing the Employee Life Cycle is often overlooked. This is due, in part, to the fact that management often feel powerless to address job churn since they so rarely have the information needed to understand its costs or measure the benefits of implementing strategies to lengthen job duration.
Greg Borton, CEO of Primary Matters, Inc., explains, “The typical employee will encounter a wide range of customer and other issues that can cause a long learning curve. This requires the employee to have months of on the job training and experience before they are able to quickly and accurately handle most issues that arise, and work at full productivity,”
He continues, “Because increasing job duration leads to increased productivity and a decrease in costly errors and call-backs, herein lies the opportunity to boost productivity by 10-30%, while at the same time greatly increasing quality, customer satisfaction, and profit.”
The in-depth analysis provided by this paper is based on customer engagements. The business analytics were done using The Primary Matters Guide®, Primary Matters’ flagship software product used by leading organizations for planning, budgeting, and business impact analysis. Using The Guide™, these organization are able to see the how even a 10-15 week increase in the average job duration will have a massive impact on their overall budget.
This paper is available at the following link:
Managing the Productivity and Costs of the Employee Life Cycle
About Primary Matters, Inc.
Primary Matters, Inc., provides software products and services that enable activity-based budgeting, planning and business impact analyses. The company’s solution improves budgeting processes and planning decisions in virtually any operationally intensive business environment. Its flagship product, The Primary Matters Guide® is activity-based, content rich software that uncovers underlying costs of corporate functions such as contact centers, sales groups, field organizations, technical support groups, and any other operational function that is activity, task and resource based. With The Guide™, business goals are linked to the resource requirements needed to meet these goals. For more information call 415-789-1082 or visit www.primarymatters.com
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