| The costs associated with an inordinately high turnover rate for virtually all types of organizations are well documented, and include loss of tacit knowledge, the costs of recruiting and training, as well as lessened productivity among new hires compared to their more experienced counterparts. While some industries factor such turnover into their budgets as part of their business model, other industries continue to seek out opportunities to reduce their turnover rate and improve employee and customer satisfaction in the process. The purpose of this qualitative study was to survey and interview the staff on a small helpdesk consisting of 70 employees regarding the causes of turnover and the relationship leadership styles and motivational factors have with turnover to meet the helpdesk staffing needs while reducing the improving turnover and improving company profits. To accomplish this, a case study of the organization in question, a critical review of the relevant peer-reviewed and scholarly literature were combined with a survey of the helpdesk department's staff members to determine issues that could serve as a foundation for an employee turnover-reduction initiative. The research showed wages, benefits, training, open communication, and the perception that an individual's supervisor is knowledgeable and willing to help are factors that impact employee turnover in a small helpdesk organization. |
