Studying the employee exit process management across industries & analyzing its impact on customer satisfaction

Abstract

Employee turnover has always been regarded as a costly phenomenon for any organization and it has been observed that some of the industries are more vulnerable towards employee turnover than others. A proper employee exit management process therefore is very important from the organization’s point of view and this report tries to study the kind of exit management process adopted by different industries and understand its relation to customer satisfaction.The relation between “exit management process” of an industry and “customer satisfaction” is not direct. In fact, many a times, the relation holds good only for the employees who are direct contact with the customers. The study provided us different parameters of “exit management process”. These are essentially job security, Smoothness of the process (e.g. time, documentation formalities etc), retention attempt through promotion, retention attempt through higher remuneration etc. Hence, the whole project has been divided into three categories, first to study the important factors of job satisfaction, the importance of “exit management process” in employee job satisfaction vis-à-vis other attributes that came across from focus group discussion and experts’ interviews and finally finding out the correlation of “exit management process” and “customer satisfaction”.The project provided us some key insights. First, the industry has adopted various steps and ways to overcome the employee turnover rate through proper “exit management process”. These involved higher remuneration to key employees, continuous growth for excellent performers, challenging jobs to test the employees and better retention policies. The second finding is about the importance of “exit management process” in employee satisfaction which comes to be very low in comparison to other factors like organizational management, employee job profile, company policies, remuneration etc. However, the study shows that there is a strong relation of “exit management process” with customer satisfaction. The relation is not direct; nevertheless the result proves there exists a strong relation. direct; nevertheless the result proves there exists a strong relation.