P O LY T E C H N I C U N I V E R S I T Y O F THE PHILIPPINES 1

BERNIE MADOFF’S PONZI SCHEME (2008)

A Comprehensive Case Study Analysis

Presented to the Faculty of the Department of
Financial Management College of Accountancy and
Finance
Polytechnic University of
the Philippines Sta. Mesa,
Manila

In Partial Fulfilment of the Requirements of the

Course Subject
FIMA 30053 - INVESTMENT AND
PORTFOLIO MANAGEMENT
for the Degree of
Bachelor of Science in Business Administration major in
Financial Management

MIDTERM EXAMINATION
Submitted by:

CUGAY,
ABIGAIL

Submitted to:

Prof. Christian Neil Ramos

Faculty, Department of
Financial Management College
of Accountancy and Finance
 P O LY T E C H N I C U N I V E R S I T Y OF THE PHILIPPINES

CASE STUDY FORMAT

High Attrition Rate in BPO's Operations Department

Present the case following this format.

Discuss major objectives and functions of the department in one short

paragraph. Then write about the case background (A simple story or

case facts that will give a picture of the problem you are going to solve.)

As much as possible, discussions should be written using short and

simple sentences. When using graphs, sketches, tables, job descriptions

lifted from manuals, flow charts, etc., you may present this as part of

your exhibit or visual aid.

The Operations department is the beating heart of our BPO. We drive

customer satisfaction through exceptional service, meet performance targets,

and keep the operational wheels turning smoothly. Our team tackles calls,

resolves issues, and ensures a positive customer experience. But something's

off-kilter – a concerningly high number of agents are leaving, creating a

constant churn we need to fix. This revolving door hurts not only our budget,

but also our ability to consistently deliver top-notch service. It's time to

understand why agents are feeling the urge to exit and redesign our work

environment to become a place where people thrive, stay, and contribute to

our BPO's success.

The BPO Operations department faces a critical issue with a

significantly high attrition rate, despite ongoing efforts to maintain a

positive work atmosphere and quality standards. This poses

challenges to workflow and team cohesion. The case study targets

the identification of primary attrition factors, with a focus on

employee engagement. Strategies will be developed to lower

attrition, enhance engagement, and foster a positive work

environment.

Point of View

A careful study of some social unit (as a corporation or division within a

corporation) that attempts to determine what factors led to its success or

failure

This study meticulously examines our organization's Operations department,

aiming to understand the factors behind its high attrition rate. Despite efforts to

foster cooperation and uphold quality, there's a persistent challenge in

retaining employees. The focus is on uncovering root causes and exploring

solutions to lower attrition, boost engagement, and create a positive work

environment for overall team satisfaction and success.

Management Perspective:

This case study adopts a management perspective, closely examining the

BPO Operations department as a distinct social unit within the organization.

The objective is to identify and understand the factors contributing to the

notably high attrition rate. By delving into the department's practices and

policies, the focus is on determining the aspects that have led to both success

and failure in employee retention. The study aims to provide actionable

insights for management to strategize and implement changes that will

enhance team satisfaction, reduce attrition, and contribute to the overall

success of the department.

Agent Perspective:

From an agent perspective, this case study takes a close look at the
experiences and challenges faced by individuals within the BPO
Operations department. By examining factors such as work
environment, engagement levels, and job satisfaction, the study aims to
uncover the reasons behind the high attrition rate. The goal is to present
a comprehensive view of the agents' journey, shedding light on both
successful and challenging aspects. This perspective seeks to offer
recommendations that address the specific needs and concerns of the
agents, fostering a more positive and fulfilling work experience.

BPO Industry Perspective:

In considering the BPO industry as a whole, this case study assesses

the Operations department as a representative unit facing common
challenges in talent retention. By analyzing industry trends, benchmarks,
and best practices, the study aims to place the department's success
and failure in a broader context. This perspective seeks to provide
insights that not only benefit the internal dynamics of the organization
but also contribute to the broader understanding of effective employee
retention strategies within the BPO industry.

Researcher Perspective:

This case study adopts a researcher's lens to delve into the BPO
Operations department's dynamics, aiming to identify the factors behind
its high attrition rate. The researcher seeks to contribute valuable
insights to academia and industry by examining both success and failure
within this specific context. The study aims to provide practical solutions
 for the immediate challenges outlined in the problem statement, offering
strategies to lower attrition, improve employee engagement, and
cultivate a positive work environment.

II. Statement of the Problem

 The statement of the problem may be in interrogative or declarative

form; the number of specific questions or problems will give a complete
development of the study. It should be formatted first before conducting
the research and developing the software. The focus of the problem will
be on the inadequacy of the current/existing study.

The operations department, despite achieving its customer satisfaction

targets, suffers from a significantly higher-than-industry average agent
attrition rate. This constant turnover, driven by factors like demanding
workload, limited career growth opportunities, inadequate compensation
and benefits, and low employee engagement, hinders our ability to
efficiently meet operational goals and significantly impacts our budget
due to the frequent need for recruitment and training.

This study aims to investigate and address the following questions:

What are the primary factors contributing to the high attrition rate in the
Operations department?

What strategies can we implement to lower attrition rate, improve

employee engagement and foster a more positive and motivating work
environment?

III. Objective

The primary objective of this case study titled "High Attrition Rate in
BPO's Operations Department" is to comprehensively analyze the
factors contributing to the elevated attrition rate within the Operations
department of our BPO organization. By investigating the root causes of
employee turnover, the study aims to provide actionable insights for
multiple stakeholders, including the researcher, management,
employees, and the broader BPO industry. The researcher will gain a
deeper understanding of the challenges and potential solutions within
the BPO context. For the management, the study will offer strategic
 recommendations to mitigate attrition and foster a more positive work
environment. Employees stand to benefit from the implementation of
measures that enhance job satisfaction and engagement. Additionally,
the BPO industry can derive valuable insights to inform industry-wide
practices, contributing to improved employee retention strategies.
Overall, the study seeks to bring about positive changes that will
enhance the work experience within the BPO Operations department
and have a broader impact on the industry.

IV. Areas of Consideration (Analysis of the Case)

 Refers to internal and external factors or environment mentioned in

the case study and that can positively or negatively affect the resolution
of the problem or case under study.

V. Alternative Courses of Action

 Refer to possible solutions to the defined problem. Each ACA must

be able to solve the problem and attain the objective. Must be able to
come up with at least two or three ACAs from which to choose the best
solution/ACA.

VI. Analysis of the Courses of Action

 Refers to the analysis of each ACA considering the factors stated in

the areas of consideration (SWOT) and assumptions. State the PROs
and CONs of each ACA.

VII. Recommendation

 Recommendations are directed at solving whatever strategic

problem the company is facing and at increasing its future profitability.
Your recommendations should be in line with your analysis; that is, they
should follow logically from the previous discussion. For example, your
recommendation generally will center on the specific ways of changing
 functional, business, and corporate strategy and organizational structure
and control to improve business performance.

VIII. Bibliography

 Indicate all reference books, manual or textbook used to explain

any section of the report.
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