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Case Study 1: Solving Retention and Customer Service Problems

Learn how a consultant used cutting-edge analytical methods to investigate her client's problem, uncover hidden challenges and drive meaningful change. This case study showcases a data-driven approach to diagnosing issues through both quantitative and qualitative insights—capturing perspectives from managers, internal teams, and external stakeholders. By engaging stakeholders at all levels to systemically gather information, the solution was designed to address customer services issues and improve the operations of the department. Gain valuable takeaways on the tools, techniques, and decision-making strategies that led to transformational results—all while maintaining strict client confidentiality.

  • Level of Skills:  Management
  • Available: March 17, 2025
  • Author: Kristie White
  • Attributes: Healthcare / 55,000 Employees / 500 HR Professionals / HR Technology 

What's included?

  • Introducing HRPMO University's Case Study Series: HR Consulting Stories - CS#1

    At HRPMO University, we equip HR professionals with the analytical tools and strategic mindset to solve complex challenges, quantify ROI, and lead with confidence. With over 20 years of experience driving HR transformation across diverse industries, HRPMO Inc. has built a reputation for delivering impactful solutions—and sharing that expertise.

    Now, through HR Consulting Stories, we present a series of case studies designed to demonstrate the application of analytical tools to Human Resources challenges. The case study serves as a mini-course focused on the application of tools chosen for a specific problem, the analytical results of using the tools, and how the results help the leadership team built the right solution.  The case study offers a quick look into the real-world application of business analysis and problem-solving methods to Human Resources projects.

  • What Sets Our Case Studies Apart?
    HR Stories uses an eBook as a guide. You can purchase the eBook separately to read at your leisure - or combine it with the course to gain more hands-on knowledge. The eBook can be used alone, but when partnered with the exercises of the course, enhances critical thinking through a step-by-step thought process of problem-solving.

  • In this Course,  we meet Susan who works as a Director of the HR Technology Department in a very large organization of 50,000 employees. Her department serves about 500 HR professionals throughout the organization and they are struggling to retain talent. On top of that, she is under a political spotlight to improve her department's performance for her management customers. The case study will follow Susan as she embarks on a journey to improve her department and regain her customers' trust.

Instructor/Author

Kristie White

Kristie is the business owner of HRPMO Inc. and was its senior management consultant. After supporting clients' initiatives for 20 years to assess, plan and implement strategic and technology driven initiatives, Kristie has essentially retired from the field to focus on bringing her knowledge, skills and experience to her colleagues in Human Resources. Kristie has worked with a variety of industries including healthcare, chemical, government, technology, PEO, transportation, higher education and others. She is passionate about the value analytical skills can bring to the role of Human Resources and endeavors to teach the analytical skills she has learned in the field.

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