In 2004, the Chicago office of Baker & McKenzie, a large US law firm, faced a turnover rate that was higher than the industry average. Management conducted a series of surveys to determine to find out what the rank and file wanted addressed, listened to what they had to say, and took the following initiatives: 1. Because the coffee the firm served was rated “terrible”, management responded by having the associates conduct a taste test and switched to the selected brew. 2. Because the office ...

BPIR Categories

9.6.2 Manage employee satisfaction
9.7.2 Provide mechanisms for internal communication
8.2.1 Leaders communicate with employees
9.10.1 Retain human capital
9.7.1 Encourage employee involvement and feedback

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