MIS563 Business Intelligence Systems

Milestone #1

Tracking Company Turnover Using

BI Tools

Tracking Company Turnover Using BI Tools

ABSTRACT

Let us look at company that may have it all going on, earning profits, expanding, growing at every corner, but still has a very critical problem. The company is called Allsup, which is a non-attorney, SSDI (Social Security Disability Insurance) representation firm. Allsup (Allsup, n.d.) assists ill or injured workers who are transitioning into long term disability to fight and get their SSDI benefits. The company is growing and profiting every year, but still has a huge problem which is high employee turnover and the costs and time associated with it.

The job is in a call center, the training process is short, there is a lack of organized reference materials, and the leadership takes a back seat to helping you over the person sitting next to you. This created a high employee turnover rate once the newly trained people got onto the floor and felt under prepared for the back to back phone call. SSDI support needs a wealth of knowledge regarding working, paying SSDI taxes, the SSDI process, and the process of filing for your benefits through a third party like Allsup. With high employee turnover, it could greatly affect the operation of the business, more costly and time consuming. It will also establish a company that causes low morale and a less likely working environment. It will greatly affect its customer service and will appear to be a company with several inexperienced employees and poor-quality services. Poor training could be the major culprit for this high employee turn over and this is what we will look further into. To better recommend and strategize in improving the training process, boost employee morale, retain talented and dedicated employees, a Business Intelligence (BI) System will be recommended.

INDUSTRY AND COMPANY BACKGROUND

Allsup is a registered Limited Liability Company providing full expert services for disability claim in Belleville, Illinois. It was founded and established by Jim Allsup in 1984 as a one-man company and had grown all throughout thirty-six (36) years of services into an organization with hundreds of professionals. The headquarter was constructed in 1991 in 300 Allsup Place, Belleville, Illinois. In 1992, it was ranked in Inc Magazine 500 as fastest growing private firms 3 years in a row. In 1999, patent awarded for Seamless ORS or Overpayment Reimbursement Service. Best Business Bureau award a TORCH award to Allsup for Customer Service Excellence in 2006. It launches its Allsup Medicare Advisor in 2008, Allsup Veteran Disability Appeal in 2012, and Allsup Employment Services in 2014. Allsup added a portfolio in 2015 for Allsup Benefits Coordination. In 2017, a TrueHelp division was created to focus solely on customized services for individuals and organizations.

Allsup is a pioneer representing SSDI and provides premier services for veterans disability appeals, return to work, Medicare benefits, as well as healthcare insurance services. Their main philosophy is focused on helping people with disabilities to have a real chance to reclaim their lives. It had helped more than 300,000 customers who were awarded for SSDI.

BUSINESS CASE ASSESSMENT

When a company has a high employee turnover rate, this means that they have a bunch of employees that are inexperienced. This can be bad when it comes to providing quality service to your customers (HPPY, 2018). The role of the employee can go under appreciated, without them, you could not provide the services you claim to be able to provide. Understanding the quality of a fully trained employee is often overlooked. Just having a year in a company will set you lightyears ahead of a new person who has just started. If you have team of new people, you will not be able to provide that A1 customer service and knowledge, of a seasoned employee.

Let us dive into what turnover is exactly. This is when an employee, on their own decision, have made the decision to leave an organization. This can be for various reasons, or if it could be when they choose to retire from the company. Every person who leaves the organization or retires hinders the organization greatly. If you think about how many employees need training and extra time to settle into their position, you will understand that every single person is important. Every person you have agreed to hire is a huge deal.

High employee turnover affect profits and can be a warning sign that maybe your company morale is low, or maybe the training process is a fail. This is what we will take a deeper look into, how can a company improve their training process, to lower company turnover and keep those valued employees? A company may not want to face the fact that once we have someone make it out of the training process, they may not feel ready or comfortable with their responsibilities. Some things may have slipped through the cracks of the process, maybe the training was in too many hands from the start. This is a very common problem, lack of communication and leadership through the training process.

One of the main problems with training is that a new employee will have an overabundance of training information and reference materials that they will have to figure out how to manage. Not everyone can do that, so successfully managing the data for them, and putting it into a format they can understand. This is going to be a key step in helping anyone who is new, become comfortable finding what they need when they need it.

Not feeling prepared will cause that turnover to happen. Some areas that help stop turnover include, catching onto company culture quickly, acquiring a network of people to help them with questions, if they feel supported, and making sure they know where their part fits into the whole company (Worldwide, n.d.).

Keeping up with the actual turnover rate can be hard for a larger organization. You can use a BI system, to track your company turnover rates. This tool is most helpful to HR (Human Resource) in assessing what areas need help. It is best to have a turnover dashboard (Chandoo, 2019), this will help HR make decision when hiring, and can help guide the training process. To be most affective, it is good to obtain why the employee left the company. Exit surveys can often give the organization light as to what the reason for leaving was, if that employee puts in their last two weeks and takes part in the exit questions.

In order to come up with an effective and efficient BI System, and to create a turnover dashboard, relevant information is needed and this will include employee information such as employee name, designation or position title, work location such as department/division, hire date and training status indicating start date and completion date or if in progress, date of leaving and reason for leaving the company.

The team will need to provide a suitable BI tool that handles multiple data analysis such as predictive, descriptive, exploratory and casual analytics. Each analysis offers a different measurement in achieving possible solutions and predictive measures to handle high turnover rates and other issues within the company.

Predictive depicts the future happenings by look at past and present trends in data. Descriptive is the initial analysis conducted that describes the main aspects as to why the data is being analyzed. Exploratory data analysis is almost like risk management where we search for the unknown relationships to find new connections and future recommendations. Casual find outs what happens to one variable when you change another variable, this would be helpful with identifying any incentives or actions that needs to be put in place and what outcome could those actions increase or decrease as far as turnovers, training, pay increase, educational material and data is concerned.

The BI tool should also compliment the ETL tool thatll be used to interconnect the data. The setup will consist of data model, the type of processes that needs to be built such as stream or batch processing.

Our team needs to identify the Allsup System, gather table names needed to get the necessary information; that information is then used to create procedures or views that will be used in the ETL to load data into the BI tool the toll will analysis and provide the necessary information needed to assist the company.

With that information established, you can start putting together tables and the information to create a dashboard. Applying visuals to the information will help paint the picture in your mind and give a better understanding of the information on all levels.