Date

Summer 8-9-2026

ESRP 9000 Professor

Jason Abreu, Ed.D.

ESRP 9001 Professor

Jason Abreu, Ed.D.

Executive Summary

This Strategic Research Project (SRP) was designed to provide a potential solution to the persistent challenge of frontline worker turnover within a large home improvement retail organization. The organization has numerous stores across the United States, Canada, and Mexico and all store locations have unique operational challenges. This project used evidence and data-based strategies to improve employee retention, internal organization communication, and leadership effectiveness. High turnover rates contribute to increased internal costs, loss of organizational knowledge, and limited leadership engagement and support. Three potential solutions were identified to better understand the employee experience and reduce turnover: implementing a two-way communication and feedback mobile application (app), implementing store specific trainings, and establishing equitable task distribution processes. Strategic planning tools such as a SWOT analysis, Internal Factor Evaluation (IFE) matrix, External Factor Evaluation (EFE) Matrix, and Quantitative Strategic Planning Matrix (QSPM), identified that the development of a two-way communication and feedback app as the most effective employee retention strategy. Although internal communication was not identified as a standalone factor within the SWOT analysis, communication was a reoccurring theme throughout the literature and seemingly a solution that would address multiple factors simultaneously.

The implementation plan includes conducting a needs assessment, designing and developing the app, piloting and testing the app, providing organizational training and an official rollout, and evaluation and continuous improvement of the app. Although developed within a retail setting, the findings are transferable to other service-oriented industries facing similar workforce challenges. Ultimately, this SRP demonstrates that intentional internal communication systems and responsive leadership practices can strengthen organizational effectiveness, improve employee experiences, and support long-term workforce stability.

Document Type

Strategic Research Project-NSU Access Only

Degree Name

Doctor of Education (EdD)

College

Abraham S. Fischler College of Education and the School of Criminal Justice

Concentration

Organizational Leadership

Language

English

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