Case Study: Tackling High Staff Turnover with Root Cause Analysis and Organizational Culture Reform.
We were approached by a client in Abuja, Nigeria, who owned a growing business but was facing a recurring issue—high staff turnover.
Employees were leaving frequently, and the client's immediate response had always been to simply hire replacements. Over time, this approach became routine: as soon as someone left, the client would look for a replacement without pausing to assess why people were leaving in the first place.
During our initial briefing session, we carefully listened to their frustrations. The client believed that the solution was straightforward—recruit more people to fill the gaps left by departing staff. But from the very beginning, we suspected that the real issue might go deeper than just hiring more employees.
Instead of jumping to a quick fix, we asked a few probing questions about the company culture, the work environment, and the reasons employees gave when leaving. It quickly became clear that the problem required more than just replacing outgoing staff.
We realised that without addressing the root cause, the cycle would continue indefinitely, costing the company more in recruitment fees, time, and lost productivity.
Applying Root Cause Analysis: The 5 Whys Approach
We suggested to the client that we conduct a more thorough investigation using Root Cause Analysis, specifically the 5 Whys technique.
This is a simple yet powerful tool used to uncover the underlying causes of issues, rather than treating surface-level symptoms.
What is the 5 Whys Approach?
The 5 Whys is a problem-solving technique used to explore the underlying cause of an issue by repeatedly asking the question "Why?"
It helps consultants and organizations drill down into the root cause of a problem, rather than just addressing surface symptoms.
For example, if there is high employee turnover, instead of stopping at the first reason (e.g., employees leaving for better jobs), the 5 Whys helps to uncover deeper causes like poor management or weak organizational culture by asking "Why?" five times or until the root issue is identified.
Dealing with Clients Concern or Objections
The client, however, expressed some skepticism, believing we were simply trying to extend the assignment to inflate the cost of consulting. This is a common challenge consultants face, especially when the recommended solution requires additional time and effort.
But as a consultant, it’s essential to stand firm on what you know is right for the client. We calmly explained the importance of understanding the root cause. We illustrated how merely replacing staff without addressing the fundamental issue would lead to a revolving door of employees, and ultimately cost the company far more in the long run.
We laid out the choices, the potential impact of each, and how this deeper approach could create a more sustainable solution.
Applying the 5 Whys: Finding the Root Cause of High Staff Turnover
The approach using the 5 Whys:
1st Why: Why are employees leaving?
The client’s initial answer: “They are leaving for better job offers elsewhere.”
At first glance, this seemed to be the key reason, but we didn’t stop here. Instead, we dug deeper.
2nd Why: Why are they looking for better offers elsewhere?
Answer: “Because they feel dissatisfied with their work here.”
Dissatisfaction can be caused by many factors, so we continued probing.
3rd Why: Why do they feel dissatisfied with their work?
Answer: “Because they claim their is a lack of motivation and a sense of being undervalued.”
Now we were getting closer to the core issue, but we still needed more clarity.
4th Why: Why do they claim they are undervalued and demotivated?
Answer: “Because they claim there’s little recognition, poor communication from management, and no clear career advancement opportunities.”
This revealed deeper organizational issues that were directly impacting employee morale and engagement. However, there was one more level to explore.
5th Why: Why is there poor communication, a lack of recognition, and no career development?
Answer: “Because we are a growing small company and we dont think we can afford what they are asking for.”
Root Cause Analysis
Employees felt undervalued, disengaged, and were often unclear about their roles or growth opportunities within the company. There was a general lack of communication and cohesion between management and staff, which fostered a negative work environment. This was the true cause of the high turnover—not the positions themselves, but the organizational environment employees were working in.
Discovery: The Real Problem Was Organizational Culture
After gaining the client's trust, we proceeded with the root cause analysis.
Through a combination of interviews with departing staff, surveys with current employees, and a detailed examination of the workplace environment, it became evident that the high turnover had little to do with the job itself and everything to do with the company's organizational culture.
Avoid Solving Symptoms
In consulting, it's important to avoid addressing only the symptoms of a problem, as this leads to temporary fixes without solving the underlying issue.
Symptoms are the visible effects of deeper problems, like high staff turnover or declining sales. If you focus solely on the symptoms (e.g., replacing staff or boosting short-term sales), the root cause remains unaddressed and the problem will likely resurface.
Effective consulting involves diagnosing the root cause—whether it’s poor organizational culture, ineffective processes, or leadership issues—and implementing long-term solutions that prevent the problem from recurring.
The Solution: Culture Change and Strategic Recruitment
Once we identified the root cause, we moved forward with a plan that focused on creating a healthier organizational culture while recruiting new staff that fit well within this improved environment.
1. Be Honest and Courageous: Standing your ground and advising a client to take a more comprehensive approach, even when they are skeptical, is crucial. Long-term success often requires time and a willingness to investigate the deeper issues.
2. Root Cause Analysis is Essential: Using techniques like the 5 Whys can help uncover the real issues beneath the
3. Cultural Shift: First, we worked closely with the leadership team to redesign key aspects of the organizational culture. This included improving internal communication, introducing recognition programs to show appreciation for employees' contributions, and setting clearer paths for career advancement.
We held a series of team-building workshops to realign the company’s values with its goals, fostering a more collaborative and engaged workforce.
4. Recruitment Strategy: After making these cultural adjustments, we moved on to recruiting new staff. But this time, the recruitment process was more strategic. We looked for candidates who not only had the right skills but who also shared the company’s newly established values. This created a better cultural fit and long-term potential for success.
5. Cementing the Changes with a Retreat: To ensure the changes stuck, we organized a 2-day retreat for the entire team. This retreat was designed to reinforce the new cultural direction and build unity within the company.
We conducted training sessions on collaboration, leadership, and personal growth, giving everyone a chance to bond and align with the company’s new vision.
The Results: Long-Term Success and Growth
The impact was immediate and lasting.
The high staff turnover that had plagued the company for years dropped significantly. Employees were more engaged, motivated, and aligned with the company's direction.
Furthermore, one of the newly recruited staff members demonstrated exceptional leadership potential and, within a short time, was promoted to the role of General Manager.
The company not only solved its turnover problem but also built a stronger, more cohesive team capable of driving the business forward.
Key Lessons for Consultants:
1. Don’t Rush to Quick Fixes: As a consultant, it's important not to rush into solving the obvious problem without digging deeper. In this case, simply replacing staff would have been a temporary fix and would have led to continued turnover.
surface. Without this, you risk treating symptoms rather than the true cause of the problem.
2. Cultural Alignment is Key: Organizational culture plays a critical role in employee satisfaction and retention. By addressing cultural problems, you can create a better working environment that reduces turnover and increases employee engagement.
Conclusion:
This case demonstrates the value of taking a strategic, root cause approach to consulting.
The impact wasn’t just a short-term solution—it was a transformation that led to a healthier company and a more engaged team.
As a consultant, your job is not just to solve the immediate problem, but to leave a lasting positive change in your client's business.
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