case study and answer the questions that follow:

You are the HR manager for Medibank, which began as a health insurer and has grown into a broader healthcare company, committed to delivering affordable healthcare that gives customers more choice. Medibank is delivering care in new ways by collaborating with hospitals, doctors and governments and driving reform to help reshape Australias health system. Medibank also offers travel, pet and life insurances to meet a wider range of the customers needs.

Considered to be one of the best insurance companies in the Australian market, Medibank had a profit of $458 million in the year 2019-20. However, the profit became almost half in 2020-21. A few reasons for this huge drop in profits were attributed to increasing competition in the market, poor management, the COVID crisis and a high turnover rate. The drop in profit has subsequently led to investors retracting their investments which has led to many of the employees thinking that the organisation may collapse. Due to this fear, many employees have started looking for jobs elsewhere, some have already Because of this organisational performance has dropped down. Due to the shortage in staff, customer complaints have increased and the brand value has massively suffered.

Reason to Leave % of employees

Entry-level employee got a better position elsewhere 19%

Was given minimum wage, joined the competitor for a higher wage 24%

Was a temporary visa holder, had to leave Australia due to a family crisis back home 14%

Manager/Management was not supportive 16% Planning to start their own business 8%

Not enough appreciation/motivation 8% No room to grow 9%

Retiring 2%

Customer Complaints % of total complaints

Long Wait on Hold 46% Lack of knowledge 17%

Having to give too many details 15%

Self-help apps and services dont work 8%

Information is hard to find 7%

Support agent is unfriendly or rude 6%

Claim was not provided even though covered under the policy 1%

e. HR team need to strategically work together to build:

i. Employee satisfaction

ii. Better customer experiences.