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“EMPLOYEE ATTRITION ANALYSIS AT APOLLO HOSPITAL, BHUBANESWAR & RETENTION STRATEGIES.”

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Page 1: Suchi Apollo Project

“EMPLOYEE ATTRITION ANALYSIS AT

APOLLO HOSPITAL, BHUBANESWAR

&

RETENTION STRATEGIES.”

SUCHISMITA MANGARAJ.

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ACKNOWLEDGEMENT

First and foremost, we thank the Almighty God for sustaining the enthusiasm with which we plunged into this endeavor.

It is my pleasure to be indebted to various people who directly or indirectly contribute in the development of this work and who influenced my thinking behavior and act during the course of study.

I express my sincere gratitude to Mr. DevaBratta Bhattacharya (Senior HR Manager) worthy principle for providing me an opportunity to undergo summer training program at Apollo hospital Bhubaneswar.

This list will go incomplete without the special reference of contribution and whole hearted support of manager’s and all other staff and department. I also thank full to Ms. Nirlipta Mishra (Senior HR Executive) to giving her valuable time and guidance. Which truly reflect their deep insight into the project and professional touch which is their bench mark.

I express my sincere thanks to Prof. Sainik som faculty IIPM for his support, cooperation and motivation provide me during the training for constant inspiration presence and blessing and professional advice from time to time.

Last but not the least I extend my gratitude towards friends who extended their whole hearted support towards the successful completion of this Project Work.

Suchismita Mangaraj.

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ABSTRACTAttrition is a critical issue and pretty high in the industry these days. It’s the major problem which highlights in all the organizations. Though the term ‘ATTRITION’ is common, many would be at a loss to define what actually Attrition is, “Attrition is said to be the gradual reduction in the number of employees through retirement, resignation or death. It can also be said as Employee Turnover or Employee Defection” Whenever a well-trained and well-adapted employee leaves the organization, it creates a vacuum. So, the organization loses key skills, knowledge and business relationships. Modern managers and personnel administrators are greatly interested in reducing Attrition in the organization, in such a way that it will contribute to the maximum effectiveness, growth, and progress of the organization.

This study is an outcome of the topic called “A study on Attrition Level in Apollo Hospital Enterprises Limited”. The study is undertaken in healthcare sector.

The main objectives of this study is to know the reasons, why attrition occurs, to identify the factors which make employees dissatisfy, to know the satisfactory level of employees towards their job and working conditions and to find the areas where AHEL is lagging behind.

Nearly 25 samples are taken to the study the Attrition level in the organization. Primary data such as Questionnaire and observation method has been used to collect the data from the employees. From the study it is identified that the lack in growth opportunities and the family issues, communication gap, salary, lack of support are the major problems for the occurrence of attrition in the Apollo Hospital Bhubaneswar. To retain the employee in Apollo Hospital Bhubaneswar should focus on these things. These tools are help to retain the employees of Apollo Hospital Bhubaneswar.

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OBJECTIVE OF THE PROJECT

My objective of doing this project was:

To understand the functions, working, various policies and processes of AHEL.

To understand the causes of attrition at AHEL.

To give adequate measures to retain the employees.

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CONTENTS

Pages

1. INTRODUCTION

a) About Apollo Hospitals 6b) About Apollo Hospital, Bhubaneswar 7-8c) Introduction to Project 9-14

2. RESEARCH METHODOLOGY

15-16

3. RESEARCH ANALYSIS

17-26

4. RETENTION STRATEGIES

27-31

5. CONCLUSION

32

6. APPENDIX

33-34

7. BIBLIOGRAPHY

35

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ABOUT APOLLO HOSPITALS

The Apollo Hospitals Group today is not only an acknowledged leader in the world of super-specialty based quality healthcare delivery in Asia, but is also considered as the largest integrated healthcare delivery company, complete in every sense of the term. Apollo Hospitals is a major hospital chain based in Chennai, India. It was founded by Dr. Pratap C. Reddy in 1983. It is the third largest in the world, with hospitals in India, Srilanka, Bangladesh, Ghana, Nigeria, Republic of Mauritius, Qatar, Oman and Kuwait.

Several of the group's hospitals have been among the first in India to receive a form of international healthcare accreditation, in their case by the American-based joint commission international (JCI). The Hyderabad hospital was the first in the world, outside the US, to receive JCI's Disease- or Condition-Specific Care (DCSC) Certification in addition to general accreditation when it received this for its acute stroke treatment in 2006. However, they have not as yet acquired international accreditation from any hospital accreditation group from outside of the USA.

The group has developed services in telemedition, after starting a pilot project in 2000 in Dr Pratap C. Reddy's own home village. It is now the largest telemedicine provider in India with 71 centers.

Another venture of the group is Apollo Health Street, a global healthcare services company (Apollo Health Street). It offers business process outsourcing (BPO)and

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IT services internationally, operating out of three countries - the United States, the United Kingdom, and three centers in India (Hyderabad, New Delhi, and Chennai).

ABOUT APOLLO HOSPITAL BHUBANESWAR

Apollo Hospital, Bhubaneswar is the 49th hospital of Asia's largest health care Apollo group. The dream of Orissa came to reality on 5th march 2010 when the hospital was inaugurated by C.M. Sri Naveen Patnaik in presence of Apollo Group Chairman Dr. Prataph C Reddy.

Previous the people of Orissa was depending upon mainly Hyderabad and Chennai Apollo for higher treatments. As per the chairman Bhubaneswar hospital is one of the ultra modern and the facilities is almost same as in Chennai. So in future Bhubaneswar will become a hub for higher treatment in Eastern India.

The Apollo Hospital Bhubaneswar is a 350 bedded super specialist hospital spreads over a campus area of 7.5 acres at sainik School Road. This area is near to Achrya Bihar and it is easily assessable.

The Hospital has 34 consultation chambers for accommodating Consultants of all departments for outpatients. OPD would be supported by Treatment / Plaster rooms, OP facilities in Ophthalmology, ENT, Dermatology, Dentistry etc.

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APOLLO HOSPITAL MISSION-

The company mission is to provide high quality patient care, focusing on the unique needs of patients and their families based on our strong commitments to practice, education, research and innovation achieved by team efforts.

APOLLO HOSPITAL VISION-

The company vision is “To make India a global healthcare destination”.

APOLLO HOSPITAL VALUES-

• Caring - Anticipating and meeting the needs of our patients, physicians, and co-workers

• Integrity- Communicate openly and honestly, build trust and conduct ourselves according to the highest ethical standards

• Respect- Treat each individual with the highest professionalism and dignity

• Commitment - Pledge to support the vision of nursing, the hospital and the system

• Loyalty - Dedicate ourselves to our patients, their families, our community and our profession

• Excellence - Continue to learn and provide the superior clinical practice to our patients in a healthy work environment.

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INTRODUCTION TO PROJECT

What is Attrition??

“A reduction in number of employee through retirement, resignation or death.” Attrition, also known as employee churn, employee turnover, or employee defection, is an industrial term used to describe loss of employees or Man power. Attrition is pretty high in the industry these days. Attrition is a universal phenomenon and no industry is devoid of it, but the degree fluctuates from industry to industry. Attrition is a serious issue in the industries because the industry is knowledge-based and hence employees are its “assets”.There are numerous reasons for the attrition to be high which can be categorized into two broad classifications. The first can be coined as “Drive Attrition” which is caused due to employer; the second one can be termed as “Drag Attrition” which is caused due to the employee.The attrition rate has always been a sensitive issue for all organizations. Calculating employee turnover rate is not that simple as it seems to be. No common formula can be used by all the organizations. A formula had to be devised keeping in view the nature of the business and different job functions. Moreover, calculating attrition rate is not only about devising a mathematical formula. It also has to take into account the root of the problem by going back to the hiring stage. Attrition is the function of demand and supply. The industry has continuous demand of experienced employees and globalization has created the need of fresh talent for incorporating new ideas. The demand comes from the growth of the industry and the policy of the company. These two things decide whether there is a demand of fresher or experienced employees. On the other hand, the supply comes from the educational institutions and the market. The supply from the educational

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institutions is enough to meet the demands of the various industries but there is a lack of experienced people in the industry, which in turn has created an imbalance.

The approach to this calculation might vary from organization to organization. While a few techniques are common, there are no proven theories.

IS ATTRITION IMPORTANT IN ANY ORGANIZATION?

Employee attrition costs 12 to 18 months salaries for each leaving manager or professional, and 4 to 6 months' pay for each leaving clerical or hourly employee. Employee retention is a serious issue for organizational success. If managers know the real causes of attrition, managers can control attrition and retain employees. Each retained employee can save money and lead to better opportunities.

TRUTHS ABOUT ATTRITION:

It is difficult to accept when organizations say they have zero attrition rates. Companies may have healthier turnover rates, however, there is no such thing as zero attrition. There are other such facts about turnover, about which most of us are not aware. Some of such facts have been highlighted below:

Turnover always happens: This happens because employees keep on moving due to reason like marriage or further education. Nothing can stop these employees from moving on. So, rather than achieving zero attrition companies should focus on identifying whom they want to keep so that they have healthy attrition rate.

Some turnover is desirable: Zero attrition is not desirable mainly because of two reasons; firstly, if all employees continue to stay in the same organization, most of them will be at the top of their pay scale which will result in excessive manpower costs. Secondly, new employees bring new ideas, approaches, abilities and attitudes which can keep the organization from becoming stagnant.

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Turnover includes costs: Turnover always includes some costs. Consider the cost of replacing the key employee who falls into the category of high performers. This includes the costs of recruitment advertisement, referral bonuses, selection, training costs, etc. Moreover, turnover results in loss of time and efforts, low productivity, loss of morale, loss of knowledge and so on.

High salary doesn’t work: Most managers assume that a high salary package is enough to keep employees loyal to their organization. Employees may face other problems like low job satisfaction, low engagement levels, no recognition, poor working conditions, less support from superiors and so on. Salaries are not always the solution to attrition. Managers should try to find out the root cause of the problem and then find a feasible solution.

The manager can reduce attrition: Managers should take primary responsibility for retaining their employees. Much of the employee’s perception of job satisfaction stems from the relationship they share with their immediate supervisor. Managers should try to support their subordinates and give proper feedback on performance. HR managers should work in collaboration to make the key employees last in their organization.

  IMPORTANCE OF   ATTRITION:

Attrition rate is increasing day by day and it’s especially the health care industry which is affected the most. Why an Employee leaves a company is the question asked by most of the employers. Companies even hire Private HR professionals to study the company's work and find out why an employee is dissatisfied.HR department does the recruiting of new employees and then send them for training so that they can understand work and work culture and become better professionals. Each and every company faces employee turnover problem whether big or small. An employee leaves his present job for another job to get better pay package and good working conditions. Every Company calculates Employee attrition rate and takes measures to reduce it.

A survey conducted by us has found out that there are various reasons for Employee Attrition –

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Higher Pay Package in another company. Good working Conditions. Opportunities for growth in new company. Change of Place problem. A better Boss in new company. Brand Image of the new company.

Employee attrition costs a lot to the company. Costs such as

Conveyance Cost. Cost of lodging of the new employee. Trainers cost. Cost of venue where training will be conducted. Materials to be supplied during training process.

A company has a training period of 3 to 6 months. During this time an employee is not fruitful for the company. If an employee leaves the company when he starts working, company suffers a big loss in terms of money as well as workforce. Every company takes measures to hold the talented workforce by means of perks, Increments, Bonus and extra facilities. No one wants to lose good brains to their competitors. Now the question is how to reduce employee attrition.

THE IMPACT OF ATTRITION :

Attrition is negatively impacting in health sector in numerous ways, most notably with regard to:

•Inconsistent delivery of expected service levels• Loss of specific knowledge and experience• Greater resistance to off shoring in the broader Client organization• Potentially greater investment in training the Service provider staff Areas:• Delivery of service levels and customer satisfaction• Higher investment in recruiting and training employees• Slowdown of plans existing accounts• Loss of productivity from experienced and well-trained staff

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• The ability to deliver process improvements leveraging experienced staff (process improvements practically become a luxury when basic service levels are not being met)• Management distraction — excessive time and attention being spent on managing attrition and resultant customer issues.

CAUSES OF ATTRITION:Attrition is a consequence of a variety of factors that can be classified broadly into internal and external factors.

INTERNAL FACTORS

Service providers face an array of career-related, work environment and cultural concerns that are attributable to increased attrition levels:

Job is not what employee expected to be: Sometimes the job responsibilities don’t come out to be the same as expected by the candidates. Unexpected job responsibilities lead to job dissatisfaction.

Job and person mismatch: A candidate may be fit to do a certain type of job which matches his personality. If he is given a job which mismatches his personality, then he won’t be able to perform it well and try to find out reasons to leave the job.

No growth opportunities: No or less learning and growth opportunities in the current job will make candidate’s job and career stagnant.

Lack of appreciation: If the work is not appreciated by the supervisor, the employee feels de-motivated and loses interest in job.

Lack of trust and support in coworkers, seniors and management: Trust is the most important factor that is required for an individual to stay in the job. Non- supportive coworkers, seniors and management can make office environment unfriendly and difficult to work in.

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Stress from overwork and work life balance: Job stress can lead to work life imbalance which ultimately many times lead to employee leaving the organization.

Compensation: Better compensation packages being offered by other companies may attract employees towards themselves.

New job offer: an attractive job offer which employee thinks is good for him with respect to job responsibility, compensation, growth and learning etc. can lead an employee to leave the organization.

EXTERNAL FACTORS

There are several “environmental factors” outside the Immediate control of service

providers and clients that also must be considered and strategically addressed to

reverse attrition:

Concentration of demand for talent:- Most service providers are located in five to six large Indian cities which have led to excessive concentration of demand and competition for resources in these geographies.

Career outlook:- The workforce entering the health sector is very young and sometimes immature. Many of this younger population are not sure what they want to achieve in their careers.

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RESEARCH METHODOLOGY:Research in common parlance refers to a search for knowledge. Research is an endeavor to discover answers to problems (intellectual and practical) through the application of scientific method to the knowable universe. Research methodology is a way to systematically solve the research problem. It may be understood as a science of studying how research is done scientifically. In it we study the various steps that are generally adopted by a researcher in studying his research problem along with the logic behind them.

RESEARCH   DESIGN: Research design is a catalogue of the various phases and the facts related to the formulation of a research effort. It is an arrangement of conditions for collection and analysis of data in a manner that aims to combine relevance to the research purpose with the economy in procedure. Descriptive research design means research design in a case of descriptive studies which is concerned with describing the characteristics of a particular individual or of a group.DESCRIPTIVE RESEARCH: Descriptive study is a fact finding investigation with adequate interpretation. It is the simplest type of the research. It is more specific than an exploratory study, as it focuses particular aspect or dimension of the problem being studied. It is designed to gather descriptive information and provides information for the formulating more sophisticated studies. Data are collected by using one or more appropriate methods like: observations, interviewing and mail questionnaires. Census surveys are examples of such research. This type of the research is also called exposit facto research.

  POPULATION   AND   SAMPLE:- A sample as the name implies, is a smaller representation of a larger whole. A sample is a composed of some fraction or a part of the total number of elements or units is a defined population. Sampling therefore is a method of selecting some fraction of a population. Sampling is an essential part of all scientific procedures. It is well developed in the field of biology, physics, chemistry and social science

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research. The research undertaken comprised of total population of all the employees working in health care sector total sample size of 25.

METHODS OF DATA COLLECTION:-The two main sources of data collection in a social science research come from the inner world of the library and outside world of living people. We may label these two sources simply under the general rubric of documentary or paper sources. We may consider historical records, diaries, biographies and statistical records. When we turn to consider people as a source social science data, we identify various forms of observation, but more particularly and primarily the interview and questionnaire are the techniques for the collection of the data from the source.

A) Primary Data: - Primary data is the information collected during the course of an experiment during experimental research. It can also be obtained through observation or through direct communication, with the person associated with the selected subjects, by performing surveys or descriptive research. There are several methods of collecting primary data. These areas follow:1) Observation Method.2) Interview Method.3) Questionnaires and schedules. 

B) Secondary Data: - Secondary Data means data that is already available in various reports, diaries, letters, books, periodicals, etc. Secondary data is that, which has been used previously for any research and is now in use for the second time. In short, data presented in research reports when used again in further research, is called secondary data.´

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RESEARCH ANALYSIS:Here I observed some issues which are existing at Apollo hospital, Bhubaneswar. They are-

SALARY-

1. Does your salary commensurate with your contribution to the organization?

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2. Does salary affects your work performance?

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3. Does your compensation matches with your responsibilities?

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I observed above the graph that salary is the measure issue among the employee.

WORKING ENVIRONMENT-

4. All employees are being treated fairly?

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5. Work stress is reasonable?

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6. Have you ever come across any harassment at AHEL?

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Here I observe that work environment in not a big issue for them.

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COMMUNICATION-

7. Is there any gap in communicating with all levels of staffs in your organization?

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8. Are you aware about Leave Policy?

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9. I am kept well informed about company plans and progress?

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10. The reporting structure is very easy and clear?

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In the first graph I observed that there is a communication gap between all levels of the staffs which makes an employee dissatisfaction.

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SUPPORTS-

11. I get support from other departments in AHEL?

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12. We have good team spirit in our department?

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Here I observed that in Apollo hospitals, Bhubaneswar that the people are getting support from other department. But there some of the people are not getting support from the other department.

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CAREER GROWTH :-

13. Opportunities for advancement and growth.

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14. I have a clearly established career path at AHEL.

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Here I observed that there are some people who feel that they have not an establish career path at AHEL and there is no opportunity for career growth.

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JOB SATISFACTION :-

15. My job-expectations are full filled.

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16. I maintain a proper balance between work life and personal life?

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17. Overall satisfaction with the Organizational climate as an employee.

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Here I observe that there are some people who not get their job expectation. And there are some people who don’t make the proper balance between professional life and personal life.

APPRICIATION:-

18. Employees’ performance is fairly evaluated.

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19. My last performance appraisal accurately reflected my performance.

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20. I feel I am valued at AHEL.

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Here I observe that some of the people performance is not fairly evaluated. And there is some people think that they are not value for an organization.

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RETENTION STRATEGIES

EMPLOYEE RETENTION:

Employee retention is a process in which the employees are encouraged to remain with the organization for the maximum period of time or until the completion of the project. Employee retention is beneficial for the organization as well as the employee.

Employees today are different. They are not the ones who don’t have good opportunities in hand. As soon as they feel dissatisfied with the current employer or the job, they switch over to the next job. It is the responsibility of the employer to retain their best employees. If they don’t, they would be left with no good employees. A good employer should know how to attract and retain its employees.

Retention involves five major things:

Compensation Communication Support Relationship Environment

IMPORTANCE OF EMPLOYEE RETENTION:

So much is being done by organizations to retain its employees, why is retention so

important? Is just to reduce the turnover costs? Well, the answer is a definitely no.

It’s not the only cost incurred by a company that emphasizes the need of retaining

employees but also to retain talented employees from getting poach.

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The process of employee retention will benefit an organization in the following ways:

The cost of turnover: The cost of employee turnover adds hundreds of thousands of money to a company’s expenses. While it is difficult to fully calculate the cost of turnover (including hiring costs, training costs and productivity loss), industry experts often quote 25% of the average employee salary as a conservative estimate.

Loss of company’s knowledge: When an employee leaves, he takes with him valuable knowledge about the company, customers, current projects and past history (sometimes to competitors). Often much time and money has been spent on the employee in expectation of future return. When the employee leaves, the investment is not realized.

Interruption of customer service: Customers and clients do business with a company in part because of the people. Relationships are developed that encourage continued sponsorship of the business. When an employee leaves, the relationships that employee built for the company are served, which could lead to potential customer loss.

Turnover leads to more turnovers: When an employee terminates, the effect is felt throughout the organization. The unspoken negativity often intensifies for the remaining staff.

Goodwill of the company: The goodwill of a company is maintained when the attrition rates are low. Higher retention rates motivate potential employees to join the organization.

Regaining efficiency: If an employee resigns, the good amount of time is lost in hiring a new employee and then training an employee and this goes to the loss of the company directly which many a times goes unnoticed. And even after this companies cannot assure us of the same efficiency from the new employee.

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EMPLOYEE RETENTION STRATEGIES:The basic practices which should be kept in mind the employee retention strategies are:

Hire the right people in the first place.

Empower the employees. Give employees the authority to get things done.

Make employees realize that they are the most valuable asset of the organization.

Nave faith in them, trust them and respect them.

Provide them information and knowledge.

Keep providing them feedback on their performance.

Recognize and appreciate their achievements.

Keep their morale high.

Create an environment where the employees want to work and have fun.

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RETENTION MYTHS:The process of retention is not easy as it seems. There are so many tactics and strategies used in retention of employees by the organizations. The basic purpose of these strategies should be to increase employee satisfaction, boost employee morale hence achieve retention. But sometimes these strategies are not used properly or even worse, wrong strategies are used. Because of which these strategies fail to achieve the desired results. There are many myths related to the employee retention process. These myths exist because the strategies being used are either wrong or are being used from a long time. These myths prevent the employer from successfully implementing the retention strategies.

Employees leave an organization for more pay: Money may be the motivating but for many people it is not the most important factor. Money

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matters more to the low income employees for whom it’s a survival issue. Money can make an employee stay in an organization but not for long. The factors more important than money are job satisfaction, job responsibilities and individual’s skill development. The employers should understand this and work out some other ways to make employee feel satisfied. When employees leave, management tries to retain them by offering more money. Issues that are mainly the cause of dissatisfaction are organization’s policies and procedures, working conditions, relationship with the supervisor and salary, etc. For such employees, achievements, growth, recognition, are the main concerns.

Incentives can increase productivity: Incentives can surely increase productivity but not for long time. Cash incentives, volume work targets and speed awards are old management beliefs. They can generate work speedily and in volumes but can’t boost employee commitment. Rather speed can hamper the quality of work produced. What really glues employees to their work and organization is quality work, meaningful responsibilities, recognition, respect, growth opportunities and friendly supervisors.

Employees run away from responsibilities: It is myth that employees run away from responsibilities. In –fact employees feel more responsible if they are given extra responsibilities apart from their regular job. Employees look for variety, greater control on the processes and authority to take decisions in their present job. They want opportunities to learn and grow. Management can assign extra responsibilities to their employees and appreciate them on completion of these tasks. This will induce a sense of pride in the employee and will improve the relationship between the management and the employee.

Loyalty is a thing of the past: Employees can be loyal but what they need is an employer for whom they can be loyal. There is no reason for the employee to hop job if he is satisfied with the employer.

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Taking measures to increase employee satisfaction will be expensive for the organizations: The things actually required improving employee satisfaction like respect, career growth and development, appreciation, etc. can’t be bought. They are free of cost. An employee or management reacts well to the employee’s ideas and a suggestion is enough for the employee to be retained.

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CONCLUSIONAttrition means “A reduction in number of employee through retirement, resignation or death.”Attrition, also known as employee churn, employee turnover, or employee defection, is an industrial term used to describe loss of employees or Man power. Employees are loved to do their job.

The current situation of Apollo Hospital Bhubaneswar there is some of the reason employees are leaving their job like communication gap, salary problem, personal problem, lack of support. These are the major issues of AHEL.

To retain the skilled employees, Apollo Hospital, Bhubaneswar needs to be improving in these areas so that the employee can get maximum job-satisfaction in the organization. These are:

Hire the right people in the first place.

Empower the employees. Give employees the authority to get things done.

Make employees realize that they are the most valuable asset of the organization.

Have faith in them, trust them and respect them.

Provide them information and knowledge.

Keep providing them feedback on their performance.

Recognize and appreciate their achievements.

Keep their morale high.

Create an environment where the employees want to work and have fun

This will beneficial for the organization as well as for the employees.

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APPENDIX QUESTIONNAIRE ON ATTRITION ANALYSIS

Strongly agree Agree Disagree Strongly Disagree

1) Does your salary commensurate with your contribution to the organization?

2) Is there any gap in communicating with all levels of staffs in your organization?

3) I have a clearly established career path at AHEL.

4) Employees’ performance is fairly evaluated.

5) All employees are being treated fairly.

6) Does salary affects your work performance?

7) Are you aware about Leave Policy?

8) My last performance appraisal accurately reflected my performance.

9) I feel I am valued at AHEL.

10) Opportunities for advancement and growth.

11) Work stress is reasonable.

12) Does your compensation matches with your responsibilities?

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13) I am kept well informed about company plans and

progress. 14) We have good team spirit in our department.

Strongly agree Agree Disagree Strongly Disagree

15) My job-expectations are full filled.

16) Have you ever come across any harassment at AHEL?

17) I maintain a proper balance between work life and personal life?

18) The reporting structure is very easy and clear.

19) I get support from other departments in AHEL.

20) Overall satisfaction with the Organizational climate as an employee.

Write your suggestions & recommendations to create a healthy work environment.

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BIBLIOGRAPHY

WEBSITES

www.google.com www.citehr.com www.answer.com www.wikipedia.com

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