Understanding churn management

Thursday, 26th November 2015

Understanding churn management

The ability to adapt and respond to change is one of the most important skills an organisation can have in today’s highly-competitive global marketplace. No matter what industry you’re in, your business will need to constantly evolve to meet the needs of employees, customers and the market.

The term ‘churn’ refers to moving people or equipment from one location to another. It is also relevant when customers choose to switch from your brand to a competitor, or staff leave for a role in another company.

Managing churn is a good indication as to how your business will adapt to growth and other changes in the future. Although many businesses begin a churn management program as a reaction to a problem, using it proactively can help you become a more dynamic, efficient organisation and reduce the risks and costs associated with organisational change.

WHAT DRIVES CHURN?

Although churn occurs naturally in every business, churn is often found during times of significant change. Common drivers of change include:

  • organisational restructures or mergers
  • new management styles
  • new employees or project teams
  • new technology
  • a desire to improve efficiency and effectiveness
  • a change in work patterns or service delivery
  • changing expectations of employees, stakeholders and the community. 

By taking a strategic approach, you can work out what is driving churn in your business and design strategies to manage it effectively.

3 WAYS TO MANAGE CHURN

There are three things to consider when designing a churn management strategy: people, space and technology.

1. People

People are the heart of your business and can significantly impact productivity and profitability. During times of change, it’s important to consider how it will impact your people and what they will need during and after the transition, to maintain a positive attitude and adjust to the new workplace environment.

In addition to change management, think about the workplace processes of your employees. This will be individual to your organisation and require the input of management and human resources teams.

2. Space

Space is an essential consideration when managing churn, whether you’re relocating to a new office or going through organisational change and need to refresh the design and fitout of your workplace.

As part of your churn management strategy, we’ll consider a number of factors that will help you provide:

  • a healthy and safe work environment for employees and visitors
  • space for employees to fulfil their role without compromising their individual needs
  • a comfortable place for employees and visitors, with excellent thermal, visual, acoustic and ergonomic conditions that are accessible to everyone
  • flexibility to meet the needs of individuals, teams and the whole company, with the ability to accommodate growth and new ways of working
  • the technological capacity to support the changing role of employees and allow them to work any time, from anywhere
  • a reliable workplace that improves productivity, reduces business risk and has adequate failsafe measures in place
  • a sustainable workplace that minimises environmental impact, conserves resources and doesn’t compromise the health and wellbeing of current and future employees
  • an office that cultivates a positive culture and gives employees a sense of pride, enthusiasm and ownership of their workplace.

While good design will achieve this, churn management will ensure that the design and fitout of your office will maintain these conditions during times of significant change.

3. Technology

The technology in your office should provide every employee with the tools to fulfil their role in the most efficient way possible. The more modern and adaptive your technology is, the better it will be able to withstand future growth and changes to your organisation.

When reviewing your technology during times of change, look at all hardware, software, storage systems, cloud networks, phone systems, teleconferencing tools, wireless networks and audiovisual technology. You’ll also need to consider power sources and how the physical layout of the office space complements your technology.

A restructure or merger can wreak havoc on the productivity of staff if your technology isn’t prepared for the change. Plan ahead and make sure you move the right technology, to the right place, at the right time.

Our experienced team can help you manage churn through workplace strategy, office design and fitout modifications. Contact us to find out more.

References

1. QLD Department of Housing and Public Works

2. Herman Miller, Churn in the Workplace - page removed