CHAPTER SIXTEEN
Case Study: Skill-Based Pay
Southeast Corridor Bank (SCB)
Patricia Pulliam Phillips
This This study demonstrates how a retention improvement program generated extremely high impact, including an impressive return on investment. This case, which analyzes a turnover problem in branch operations, focuses on how the specific causes of turnover were determined, how the solutions were matched to the special causes, and how the actual calculation of the impact of the turnover reduction is developed. In this organization, branch employees were considered to be critical talent, because of their contact with, and relationship to, the customer. The strength of the case lies in the techniques utilized to ensure that the solutions are ...
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