IDENTIFYING PROBLEMS AND REDUCING TURNOVER: THE EXIT SURVEY

At a small university in the Southern U.S., as with most public universities, employee turnover is an ever-increasing problem. As you are also aware, not all turnover if undesirable, but it is usually expensive. Over the past three years (ending in Dec. 1998), turnover averaged 14 percent, with the largest fluctuations occurring in the Computer Services Department where the turnover rate went from 5.4% in 1996 to 26.7% in 1998. The average cost for every terminating employee was approximately $17,200. As a means to address this problem, your assignment is to develop an exit survey that will be used to identify potential problem areas in the university so plans to correct those problems may be developed and implemented.

An exit interview is used to identify trends and tendencies that indicate strengths and weaknesses in departments, organizations, and supervision. By improving problem areas, organizations can benefit from reduced turnover and increased attractiveness to new recruits. The survey should be designed to assess various aspects of a departing employee's employment experience. Areas of focus could include: job security, workload, support/resources, benefits, fair treatment, autonomy on the job, sensitivity of the organization and their representatives to employee concerns, training opportunities, relationships, etc.

Your assignment is to address the problem of turnover in the Computer Services Department. Read the section in your text concerning sources of job dissatisfaction. Based on the information provided above, the information in your text, and the basic job description for Network Manager provided below, develop an exit survey that will help the university assess problems in the Computer Services Department. Be sure that your survey addresses all possible areas that contribute to job dissatisfaction, as discussed in your textbook.

Job Analysis Summary: Network Manager

Manages and supervises computer labs. Manages network accounts. Administers Network Operating System. Recruits, trains and supervisors staff. Improves network system security. Schedules computer labs and publishes schedules. Evaluates hardware and software. Acts as a consultant for faculty, staff and students. Maintains inventory. Performs record keeping duties. Writes routine reports. Attends training sessions or self-study courses. Arranges for dismantle of computers for registration each semester. Performs other duties as assigned.

Experience and Education: Bachelor's degree in Computer Science or related field and a minimum of two years related experience.