TURNOVER

Stuart Barry MRR Proposal for CSP Turnover



ABSTRACT

Bourne leisure is the largest supplier of UK holidays. It has three brands which are providing series in all over the UK with large consumer base. The business model of Bourne is recession proof which in times of worst crisis showed healthy profit. The total employment of group went to 12500 during the holiday season and lowered to 6500 in closed season. The business of Haven Company is largely dependent upon the performance of Counsellor Sales Persons (CSPs). They are selling the products and services of company. In addition, they are also providing customer service which is the important part of business model. In past, the company remained in high demand for the professionals to work for. However, in recent times there is significant turnover of the CSPs. This is not only badly impacting the reputation of company but also decreasing profit. In this regard, this primarily study had taken in order to know the real reasons. In this regard, the overall trend of company has seen which also suggesting that there is overall high turnover rate in the park and holiday industry. Several psychological theories also studied which show that psychological contract can help in decreasing the turnover rate. Psychological contract is the mutual understanding between the employer and employee. Employers are treating employees as strategic assets and care for them. There are training, medical facilities and incentives for them. At any stage, there is no communication gap and employees also own the responsibility. The most supporting theories are the Maslow's humanistic theory, Instinct theory, Incentive theory, Drive theory and Arousal theory. Moreover, the role of motivation is also seen in detail which is encouraging the employees to remain loyal with the company. For the sake of this, a sample of 21 exist employees was contacted and asked questions. The results of exist CSP interview remained very productive for the study. It was learned that there is need of mentoring in the company because most of the new employees need it at the initial stage of working. Second, the results also showing there is sufficient but not good training and development in the company as many existing employees are not feeling satisfaction with the performance of company in this regard. There is also lack of one to one interaction of CSPs with the line manager. It reduces the communication, performance, loyalty and support of employees towards the organization. The last result was about the staying of employees in this company. Many said that there are there because of the change in management style and also increasing of support from the manager. The less working hours and transferring in other parks is also encouraging employees. In the light of these results, we can say that there is higher need of psychological contract in the company. The company should invest some amount and formulate those policies which feel employees that company is caring for them. There should be also achieving bonuses and ...