Improving Organizational Culture for Better Employee Retention and Information Communication
My capstone project will be Improving Organizational Culture for Better Employee Retention and Information Communication (Harvard Pilgrim/HP). Before my research, the purpose of my project was to focus on strengthening office communication between various departments to decrease miscommunication of information to our consumers. Through my research, I was able to identify some of the factors that plays a significant influence. Such as the current culture of the organization, and employee retention, which can affect the consumer experience when they call in with inquiries. When employees are not fully satisfied with their job it can take a toll on their work. With the information I researched I was able to notice that office communication is just a sliver of what needs to be changed in Harvard Pilgrim.
Key Leadership Learning:
• I have learned that implementing change will take a team to perform this task. It is not just a
miscommunication issue during the interactions with our members; we want to solidify all corners which in the end will enhance the customer service experience. (Working on organizational change utilizing transformational leadership to implement that change)
• Establishing effective communication throughout the different departments (i.e. member services, and sales) is not just crucial during the open enrollment (OE) but all year long. We want to maintain the reputation of consistency of correct information provided. During OE it is a stressful time which can have some employees feel overwhelmed. Providing a stable environment and proper training to handles the stress will help the employees in aide to maintain retention (effective communication).
Key Project Learning
• Collecting and researching information that will build strong recommendations for enhancing
Harvard Pilgrim
• Receiving feedback and advice from colleagues and supervisor
Next Steps:
1. Piecing all the aspects of issues and suggestions in capstone project paper
2. Start putting together presentation together
3. Continue to work with learning partner, supervisor and HR associate for guidance and feedback
4. Continue research leadership capabilities towards resolutions and suggestions towards
progression of change.
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