Running Head: Improvements in Employee and Client Satisfaction

Improvements in Employee Retention, Life Balance and Quality in KPMG

Submitted in Partial Fulfillment of the Requirements for

MS 611 project
To
Dr. Asila Sayedi

By
Swarna Vamsi Gotham
Student ID: 5154145
California University of Management and Sciences (Virginia Branch), Virginia
August 8, 2016

IMPROVEMENTS IN EMPLOYEE AND CLIENT SATISFACTION

I. Abstract
KPMG is one of the big four accounting firms. Although organization implements IT project
management yet KPMG came across few issues like high staff turnover, work stress and poor
software quality. In order to improve KPMG efficiency and productivity, researcher came up with
few recommendations like employee retention, eliminating stress and delivering high quality.
These are applicable for any large or small sized projects. It is important to follow all the
recommendation careful and thoughtfully so that the organization will be successful.
The goal of the paper is to study in detail the major problems and how to mitigate the same by
step by step implementations which helps the organization to emerge as a strong force among its
competitors. To reach the research goal, PEST Analysis and SWOT Analysis has been applied in
this study. SWOT analysis will gives us a scope to identify the areas in which organization is
weak and areas to be worked on and PEST analysis gives a scope to identify, analyze and fix the
issue accordingly.

IMPROVEMENTS IN EMPLOYEE AND CLIENT SATISFACTION

II. Introduction
.................Anna (2006) noted, people play major role in the organization. The top management is
responsible in
setting the goals and making the decision. Any company might dream of getting 'Y' dollars as
profit. Planning way ahead and using the technology wisely may help in increasing the
efficiency. Successful organization plans finances, products and human resources. Reputed
organization always communicate the strategies to every individual in the organization and let
them know about their roles and responsibilities. How an organization deals with the clients
calculates degrees of success.
Many software organizations are not able to maintain profits and employee and clients are not
satisfied due to improper planning, lack of testing. KPMG is one among them. The purpose of
the project is to study the problems and recommend few ways to mitigate those problems.
By end of the research paper, readers will understand clearly about importance of effective
onboarding, diligent planning, scheduling meetings and adapting new technologies and how
organization will be benefitted when all the recommendations are implemented. In addition,
performing SWOT and PEST analysis will help the organization to fix the issues that are being
identified. The aim of the project is to determine the ways to improve current situation of
KPMG. Despite of IT Management in place KPMG is undergoing major issues that needs to be

IMPROVEMENTS IN EMPLOYEE AND CLIENT SATISFACTION

fixed so that KPMG can increase its market growth. Some of the major problems identified are
staff turnover, work stress and poor quality of software project.

III. KPMG Overview

A. Background
The name "KPMG" stands for four partners last names, was chosen when KMG (Klynveld Main
Goerdeler) merged with Peat Marwick. In the U.S. KPMG works for clients in 16 industry
sectors like banking and finance, construction and real estates and many more. Having 29,000
employees in more than 100 offices across the U.S. It has earned its place among accounting's
Big 4. KPMG provides in-depth analysis on suggestions and advisory services and make sure
that they provide with the best solutions to the companies who seek to expand their business
globally.
B. Mission and Vision Statement
Mission
KPMG is the worldwide professional services firm whose aim is to transform information into
value for the advantage of our clients, people and capital markets.
Vision
KPMG is committed to create a working environment where people can flourish and can find the
freedom to fulfill their dreams. As part of strategy it monitors its approach in number of areas
such as recruitment, human resources, training and development, technologies, diversity, IT
management, rewards and recognitions. These programs are reviewed frequently by board of

IMPROVEMENTS IN EMPLOYEE AND CLIENT SATISFACTION

committee to keep track of the progress. KPMG wants to see itself

5
as best choice and

outstanding organization in the business world.

C. Business Model
KPMG uses a different approach where business areas are divided into key markets for the
business. It wants to expands and strengthen its relation with various operating segments like
Audit, Tax and Advisory. KPMG has earned a recognition as a capable professional organization
firm for structuring Public-Private Partnerships (PPPs). In addition, it has experts in different
sectors like Federal & Infrastructure. KPMG has specialist like economist, tax consultants,
system consultants to advise the clients with best possible solution. Also, it is known for its
innovation and technological programs.
D. Awards
KPMG has been recognized as the "Anti-Money Laundering Firm of the Year" award by ACQ5.
Equal Opportunity Magazine's 2013 ranked KPMG as #14 in "Top 50 Employers". Chief
Learning Officer magazine 2013 gave LearningElite ranking.

IV. Analysis
A. KPMG Analysis
KPMG is well known for their quality services. In addition, KPMG is famous for performing
in-depth analysis on advisory services and they make sure to provide excellent guidance to the
people who want to expand their business in other countries. At KPMG the financial
professionals give greater respect for their clients and global sectors all over the world and they
work together as one and provide with the best financial services to the clients. The goal of the

IMPROVEMENTS IN EMPLOYEE AND CLIENT SATISFACTION

experts at KPMG is to provide outstanding suggestions to their clients which helps the
organization to enhance the growth.
B. KPMG Services
The key services provided by KPMG include Regulatory Audit, Financial Statement Audit,
China Tax Services, Asia Pacific Trade and Customs Services, Business performance services,
Accounting advisory services, Corporate finance, Forensic, Financial risk management services,
Internal audit, risk, and compliance services, IT advisory, Restructuring, Recruitment, Other
services include Global China Practice.
C. Acquisitions
KPMG acquires Australian FinTech organization and IT services firm Crimsonwing. KPMG UK
invests 20 million in Big Data analytical centre and 3 million in UK technology firm Flexeye.
KPMG Australia moves from accounting to consulting. KPMG bought cyber security, health care
consultancy, UK management consultancy boxwood, consulting arms of High-Point Rendel,
Nunwood and adds 80 advisors, stake in US-based bottlenose, human rights consulting firm
Banarra, Workday practice from AXIA consulting, HR Service Delivery Practice Towers Watson
and German chemical firms.
D. Research and Development
KPMG LLP, a UK limited is a subsidiary of KPMG Europe. As per KPMG analysis, the UK is
one of the four only countries to survey all there R&D incentives. The UK is already one among
in the region for R&D. Many governments are offering incentives to businesses to invest more
on R&D as it is very important for increasing the productivity and country's economic growth.
Despite there was a great reduction in the tax revenue the EMEA region continued to support and
enhancing R&D activities.

IMPROVEMENTS IN EMPLOYEE AND CLIENT SATISFACTION

This will help in developing a software system or eliminate issues in integrating legacy systems.
Also, helps in increasing the productivity, efficiency, performance and reliability. (Margot,
2012).
E. Competitor's Analysis
According to competitive Analysis in year 2012, KPMG provides a guide to compare
international business locations in mature and high growth markets. The primary focus of the
study is to compare international business costs and competitiveness factors in 110 cities in 14
countries. The study compares total 19 different business operation including three operations
that are new in 2012 and contains valuable information in choosing the international business
locations. It also, measures the cost components that vary by location. The study also includes
availability of labor, required skills, economic conditions, innovation, regulatory environment,
infrastructure. Competitive Alternatives provides important information as how the non-cost
factors influence the business attractiveness of different location.
F. Future Potential
KPMGs 2016 Global CEO stated that how the growth potential in the world has changed since
2015. Top executives have seen India, China and the US as most attractive foreign markets.
India has moved to top position, moving up from number five in 2015. US, China and Western
Europe has declined in its attractiveness as foreign market. India CEOs are projecting high
revenue growth when compared to global counterparts. China CEOs are focusing on economic
environment. They are working hard to improve the productivity, efficiency and strong growth.
US CEOs are concerned about the customer satisfaction as per survey 54% responded that the
organization is not keeping pace with their customer's needs and expectation. Despite a

IMPROVEMENTS IN EMPLOYEE AND CLIENT SATISFACTION

fluctuating market conditions and current economic situation global CEOs are expressing their
confidence in the future growth.
G. Introduction of the Analysis
SWOT and PEST Analysis would be conducted to figure out the ways to overcome the issues
which KPMG is currently facing and to enhance the business growth. The reason for using
SWOT analysis is to gather information about business from its strength, weakness (internal) and
its opportunities and threats (external) factors. Secondly, in this research paper PEST analysis is
used to understand the various factors affect the organization environment.
PEST analysis gives a scope to identify, analyze and fix the issues accordingly so that
organization can achieve maximum performance.
H. PEST Analysis. PEST is an acronym for Political, Economic, Social and Technological.
Fundamentally, a PEST Analysis helps to decide how these components will influence the
execution and exercises of KPMG business in the long-term. It is usually used with another
analytical tools called SWOT Analysis and

Porter's Five Forces to give a reasonable

comprehension on inside and outside factors. (Katherine, 2014).

a. Political. The legal and regulatory factors that affect the business are "political
stability, tax guidelines, trade regulations, safety regulations, and employment laws". The
political components influencing business are regularly given a considerable measure of
significance. All organizations should follow law and Manager should know how upcoming rules
can impact their activities.
Since many years KPMG is suffering severe high staff

turnover issues. Due to lack of

promotions and lack of incentives employees are forced to resign. This affects the organization
aims. In addition, if employer loses excellent resource it impacts the project and consistency in

IMPROVEMENTS IN EMPLOYEE AND CLIENT SATISFACTION

releasing the product. Due to improper planning the organization is unable to concentrate on the
assigned task or deliverable.
b. Economical. Economical factors which affects the business are client confidence,
employment, interest rates and inflation. KPMG will probably flourish when client confidence is
very high. Client satisfaction always measures the companies economy. A client satisfaction can
display doors for new organization to enter the business sector. Confident client can invest more
than the client with low confident. Employment rate varies depending on booming or recession
period. During booming period they would recruit more resources during recession they apply
cost cutting techniques. Inflation rates are when the prices in the economy increases. Raising
rates will allow the business to keep their services or products in sync with inflation rates in
order to maintain profit. Financial crises in 2008 increased KPMG's cost-to-income ratio but
with little stability.
c. Social. There are many factors that affect customer and size of markets. Some of them
are "attitude toward work, career, leisure and retirement, customer services and product quality".
Changes in the social factors changes the business in many ways. (Thomas, 2015).
Clients are looking for employees with niche skills and communication skills. They are ready to
give the projects to the organization who quoted low cost and provide them with quality product.
Organization should take necessary steps in recruiting people with technical skills so that they
can develop quality products.

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d. Technological. The technological analysis gives an idea as how technology can impact
the organization positively or negatively. KPMG is a global network services firm is required to
provide high software quality product by using the latest technologies like test automation tools,
Agile methodology and implementing Testing. Automating processes will reduce the human
labor cost and time, increases throughput or productivity and increases quality.

These

improvements will allow the client to invest money on the projects.

Threats:
1. Volatile political environment.
2. Non EU Country.
Political

Economical
Opportunities:
1. Potential Government grant to
relocate.

Social

Threats:
1. Language Barriers
2. Training needs/re-education
3. Cultural issues
Opportunities:
1. Strong work ethic

Threats:
1. Cost of redundancy in
Scandinavia.
2. Poor Infrastructure-potential
supply chain breakdown.
Opportunities:
1. Low wage rates.
Threats:
1. Poor IT Links
2. Low grade technology support

Technological
Opportunities:
1. E-commerce.

(Victoria & Makinson, 2014)

I. SWOT Analysis. SWOT is an acronym for Strengths, weaknesses, opportunities and threats.
This technique is used by every organization. There are two types of factors one is Internal and
External. Internal factors are related to Strengths and Weakness and external factors are related to
Opportunities and Threats. (Tim, n.d.).
a. Strengths. KPMG is one among Big four auditors and top consulting firm in audit,
tax, and advisory. Also, provides with an ample, customized and industry specific services as per
the client needs. The experts at KPMG are known for giving exceptional advice to their customer

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which helps in establishment of their organizations and better comprehension to their financial
standings. (Nicole, 2016).
b. Weaknesses. Due to lack of motivation, awards or rewards there is a high staff
turnover. More time and money is invested in training new hires about the organizational
structure. Hence, KPMG is losing clients confidence. This may impact the branding name.
c. Opportunities. KPMG should look into aspects of investing money in utilizing the
automation tools, and in newer technologies that are available in the market. These will increase
the quality of the product which in turn helps KPMG to grow enormously in the market.
d. Threats. Huge fluctuations in prices may occur and competition could develop
expensive marketing campaigns. Poor service or product quality could disappoint clients. A
potential competitor can knock KPMG off the market.
Strengths

1. KPMG has 145,000 employees across 150 nations.

2. Broad geographic range.
3.Incomes are spread over various industries.
4. Top consulting firm which is expert in audit, tax, and advisory.
5. Distributes analytical and global learning.
6. Effectively sponsored in numerous occasions.
7. One among Big four auditors.

Weaknesses

1. High fees due to its top branding name.

2. Facing tough competition from other industries

Opportunities 1. Enormous growth prospects.

Threats

2. Spending more on infrastructure may spur demand for advisory services.

1. Easy restrictions could foster competition.

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2. Recession can impact business growth.

SWOT Analysis (KPMG Review, n.d.)
IV. Recommendations and Implementations
A. Introductory to Problem Statement
The aim of the research is to highlight major issues in KPMG like high staff turnover, work
stress and poor quality of software project. Hence, would like to recommend few ways to
mitigate those problems. Below are some of the major problems identified:
a. Employee high turnover. There is a lot of impact on the organization due to high
turnover as it has to spend lots of time in finding a resource and training the new employee.
Hiring a new resource is estimated to be quarter percentage of the resource's income. High
turnover may cause the existing employees to be stressed out as they have to work on the project
until new resource is hired and prepared. (Kristen, 2011).
b. Employee feeling stressed. Organizations should be aware of the stress in completing
the projects and should implement few simple steps. The stress experienced by the workers
should be addressed immediately otherwise it may have negative impact in reaching the business
goals. Few effects of stress are absenteeism, poor quality of work, clients are not happy, coming
late to work, uncompleted project and stressed out. He may also, change his eating habits like
getting habituated to smoking, eating junk foods. If the employees are stressed it is difficult for
running the organization in to profits. Work related stress can occur when they are not given a
good compensation, disrespected by co-worker and lack of opportunities. People who are micromanaged and those who are not allowed to make decisions frequently undergo stress. Due to
stress organizational will not be able to meet their financial and strategic goals. Employee will
undergo stress when he is not given importance and overburden with the assigned task. Creating

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an enjoyable environment for workers will increase the productivity. If the employee is
overburden try to get additional resources to the project and request client to extend the deadline.
(Michelle, 2012).
c. Poor software quality. There are multiple reasons which results in poor software
quality. In order to improve the quality of the software they should follow specific methods. As
per author's experience by following few improvements methods which help in reducing the
bugs by 51-81-%. Defects are also called bugs or when the business requirement are not as per
clients expectation. Before starting the project all the requirements should be analyzed. Due to
poor coding standards, poor testers, lack of automated testing, lack of coordination and lack of
communication gap. (Shalloway, 2012).
B. Recommendations and Implementations Plans
a. Employee retention. Due to employee dissatisfaction there is the high turnover. Few
reasons might include less salary, unhealthy environment, extended working hours, no perks and
no benefits. Organizational recruits people only when there is a temporary requirement.
Company that hires students as part of the internship, will experiences huge turnover as students
move out for better future or would be too be busy to work. Hence, organization should work on
retaining employees in order to increase their productivity and to deliver high quality products.
(Kristen, 2011). In order to retain employees step by step implementations are discussed in next
paragraphs.
i. Effective onboarding process. Data was gathered from internal interviews on
employee retention data, to identify shortcomings of the current on-boarding approach. For
example the leadership was not sufficiently engaged and lack of awareness in best practices.
Kristen (2011) stated that employees who are onboared successfully through an effective

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onboarding process will perform well in the organizations. A companys ability to proactively
manage the onboarding process will impact employee productivity and job satisfactionleading
to higher retention rates, more referrals, and employer-of-choice recognition in the marketplace..
The employees who are onboared successfully through an effective onboarding process will
perform well in the organizations. A companys ability to proactively manage the onboarding
process will impact employee productivity and job satisfactionleading to higher retention rates,
more referrals, and employer-of-choice recognition in the marketplace.
Alice(2006) stated that most employees (90%) make the decision to stay with a company within
the first six months. Almost half of the workforce wants to change jobs every 3-5 years.
Generation Y expect to have 5-7 major career changes, as compared with the baby boomers who
expect 2-3. Most of U.S. employees have been at their jobs less than two years Probability of
new hires quitting their jobs peaks at 1.5 years (but declines quickly thereafter). The evaluation
shows that the new hire feel connected to the organization and better prepared to begin the
organization. Effective socialization also helps with retention as well as job attitudes and
innovative behavior. This will help KPMG in retaining the employees and it should work on
motivating employee which is discussed in detail in next implementation
ii. Motivating employees. According to the James (1998), research studies shows when
employers cares for their employees they work selflessly and they are dedicated, trust worthy
which in turn increases the productivity. Leaders should create a culture where employees are
satisfied with the work environment. They should treat them as their own people rather than
employees.
Awards, rewards and recognition will help the employee to work with interest which benefits the
organization. This will help KPMG in increasing productivity and management should work on

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providing flexible working hours to their employees which is discussed in next implementation.
iii. Providing flexible working hours. On regular basis 6% of employers offer 'work
from home' option as per Bureau of Labor Statistics (BLS). Employees will be able to manage
professional and personal life when they are allowed to work in flexible hours. (Sharlyn, 2013).
By creating such environment employer expects a productivity. (Martha, 2014).
Employees are granted permission to work from home or work in non-traditional hours. This will
help the employee to take rest and feel refreshed so the employee will be encouraged to come to
office happily which benefits the organization. Due to inflexible hours and less salary employees
are forced to resign. This will impacts the project schedule. (Sarah, 2015).
There are many benefits if the employee is given flexible working hours such as reduce
absenteeism, employee enjoy to work, reduce stress, retain top-notch employees and it builds
trust in employee and employer. (Jessica, 2015). Hence, organization should not only provide
flexible hours but also, think about eliminating stress at work which is discussed in next
recommendation.
b. Eliminating stress at work. In some companies stress is common, excessive stress
can interfere with the productivity and performance. It also impacts the physical and emotional
health. You cannot control everything in your work environment. When you are stressed out
share the difficulties with your colleagues so that they can share their thoughts or suggest you
with some ideas. Manger or Team Leader should be careful in assigning the tasks to the team
members, right task should be assigned to the right person, make sure the deadlines are
achievable. If employees are calm in the stressful situation it would easy for them to achieve
their goals and increase their productivity which will in turn help the organization to run into
profits. Provide some career development plans, company should show that each individual is

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valued. Provide an opportunity for the employee to discuss their problems with their manager.
(Jeanne, Melinda, Lawrence, Robert, & 2016).
Norbert (2016) stated that nearly 25% of the American workers are feeling stressed on regular
basis while at work. In order to elimate stress at work, step by step implementations are
discussed in next paragraphs.
i. Assigning the task to the right person. During project planning phase the project can
be divided into small parts. Project Manager is responsible in resource planning. He has to make
sure to assign the right task to right person. There are many tools in the market which helps the
project manager to assign the tasks to the resources for example Gantt Chart. Delegation is
required to make sure the load is not only on one shoulder but it is equally distribute to others as
well. Team member should make sure he/she has enough knowledge or received knowledge
transition to get started with the project. (Andy, n.d.). By assigning the task to the right person it
increases the productivity, quality and manager should also diligently plan the work which is
discussed in next implementation.
ii. Planning the work. There are many ways to plan a work effectively. The first and
foremost thing is to know the project milestone. Project Manager or a Team Leader is
responsible in understanding the business requirements and assigning the task to the team
members. Creating a project planning document and following is the key aspect of being
successful. (Duncan, 2013).
Prioritize the work items based on 'in scope' and 'out of scope' items and creating a achievable
timelines. Identify the blocking or show stoppers and bring them to Project owner notice so that
it can be fixed with in time which eliminates the project being delayed. Some of the best
practices are saving all the relevant project related documents in share drive for retrieving them

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as and when required. So it will help the team members to access the documents without wasting
time. (Shelley, 2007).
After the project planning is created send the document for clients review and get it approved. It
is always a best practice to save all the documents which are related to project. Team members
should be innovative and proactive. They are always welcomed to suggest ideas to the client.
Manager and team member are required to understand the requirements of the project. Manager
is responsible in creating traceability matrix which help to track the requirements. (Varju, n.d.).
Manager is not only responsible in planning the work but also in responsible in scheduling the
meeting which is discussed in next implementation step.
iii. Schedule meeting. There are many advantages of scheduling a meeting as it helps the
project proceeding, set the goals, meeting the deadline, developing planning plan and discussing
in the meetings. Assigning the task to each individual will give a chance to hold responsible or
accountable for the given task. The team leader will be able to track the progress of each
individual. The frequent meetings will help the project members to achieve their set goal. This
works as a team building which helps the team to be motivated and gives them the chance to
develop the business and increase the productivity.
For any project be successful manager has to schedule weekly meeting. In this meeting project
manager will go over the progress of the project, identifies difficulties and weakness and
provides some suggestion so the team will be able to proceed further with their task. Understands
the blocking issues if any and brings them to the notice of the client. Team member has to walkthru the document to Manager before it reaches client. Manager can also share the project
updates if he has any one. There are many different meeting that can scheduled in any software
organization. For example project kick of meeting which is held before the project is started.

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Weekly meeting to discuss on progress of the project and regular meet ups for walk thru and
demo. This will help the project to be on a right track. (Michelle, 2012). Hence, organization
should not only schedule meetings but also, try to deliver high quality software product which is
discussed in next recommendation.
c. Develop high quality Software product. There are multiple reasons which results in
poor software quality. In order to improve the quality of the software they should follow specific
methods. As per author's experience by following few improvements methods which help in
reducing the bugs by 51-81-%. Defects are also called bugs or when the business requirement are
not as per clients expectation. Before starting the project all requirements should be analyzed.
(Al, 2012).
Functional quality, structural quality and process quality are the three aspects of the software
quality. What is Functional quality? When a software performs the tasks as per the business
requirements is known as Functional quality. Due to constant change in the requirements, it is
important for development team to understand the requirements. Attaining zero defects in the
project is too much to ask for any project. These bugs which cause the impact on reliability,
compatibility. (David, 2013). The attributes of this quality includes code readability which
means code is easily understandable, code testability which means is it easy to test? Code
maintainability which explains if there are any changes in the requirements does it impact the
other functionalities? (Barbara & Shari, 1996). In order to deliver high quality product, step by
step implementations are discussed in next paragraphs.
i. Improving communication and technical skills. According to Melanie (2014)
effective communication skills are most important skills. We can improve the communication by
being a attentive listener and do not say what comes to your head but rather give a moment to

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think what you would like to communicate. For any successful project Business Analyst should
have effective communication skills as he is involved in requirement gathering. Based on the
business requirements project is delivered and any miscommunication can lead the project to
disaster. Lets us ponder on the few questions below:
What are the different communication ways? (Daily meetings, weekly meetings, kick off
meetings, monthly meetings, Adhoc meetings, emails, Minutes of meetings).
With whom do we communicate? (Project owner, Project Manager, Business Analyst, Team
Leader from onshore and Team members from offshore).
What is agenda of the communication ? (project updates, daily work done, schedules, deadlines,
business requirement changes, planning).
How often we need to communicate? (very frequently)
Employer hires people with right mix of soft and strong technical skills. As per the survey the top
five soft skills are teamwork, decision making, research/critical thinking, communication,
prioritization of task. (Sharon, 2015).
This is proven that many employers send their employees to communication training program.
Employees have different screening methods to recruit a resource and they always recommend
their employees to undergo communication training program. Everyone is not born with a gift of
speaking in public meetings. Eventually everyone has to learn, because this helps in conducting
meetings within the organization and outside the organization. When he/she is a public speaker
he/she would be able to convey important messages to the people. Public speaking skills will
enable him to present proposal or initiative in the boardroom in front of everyone. Also, It would
help in express themselves clearly with the clients. Most of the time employees spend time in
writing e-mail messages. Hence, employee is required to be good in writing. Poor writing skills

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can cause employer to run into loses. A employee with good writing skills is valued more than
the employee who makes frequent typos and grammatical errors. (Lew, 2013).
This will help in eliminating the communication barriers and organization should adapt new
techniques like implementing Agile methodology
ii. Implement Agile methodology. Many 500 fortune companies like Dell, IBM, Deloitte
are achieving success by implementing Agile methodology. Big organizations have large
development teams greater than ten they are geographically distributed hence, posting notes on
the black board is impossible. As the team is distributed in different building by using some tools
makes "notion of putting Post-its on a whiteboard". As per voke research study approximately
one-fourth of the respondent said they use Agile methodology. However, the large organizations
should not adopt Agile methodology blindly. They should look at the business requirement, goals
and analyze the project if it is best fit to implement. The agile experts are available in scaling the
agile implementation on large or small products. They work with the developers closely to fine
tune the process. (Colleen, n.d).
Nobody wants to deploy the product with many defects, poor performance, with security and
network issues. This many impact the business. Hence, Agile developers should focus on
sustainability and reliability of the product. Sustainability is all about good coding, automated
testing for a defect free product and continuous deployment for getting response from the client.
All the software employees are aware of the three triangle that is scope, schedule and quality.
(Alan, 2011). Also in addition in implementing Agile methodology the organization should also
test the applications before releasing to the clients.
iii. Testing. The main goal of the testing is to deliver defects free product. As per the
research for any software errors it costs U.S. economy 0.7 percent of the gross domestic product.

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After each phase of the project development it is always advisable to do necessary testing. If the
defect is caught in early stage it is better to fix the issue as soon as possible. It reduces the
complexity of fixing the defect in later state. They are many types of testing like User
acceptance, Functionality testing, Regression testing, Performance testing, Stress testing. Unit
testing, Integration testing, Security testing, and Automated testing can be conducted based on
the requirements or clients expectations. An effective and efficient testing will provide timely
visibility into the quality. (Farmeena, & Ehmer).
V. Conclusion
The research paper aimed to understand major issues in KPMG like high staff turnover, work
stress, poor software quality. After collecting information from numerous secondary sources on
organizational behavior these issues can be solved and three set of recommendations (employee
Retention, eliminate stress, provide high software quality product) are provided to KPMG along
with implementation plans.
As per Vault ranking KPMG ranked fourth in big 4 firms, in order to move to first position.
(Derek, 2013). KPMG can implement recommendations in the firm since it helps the top level
management to resolve the issues which are currently being faced.
The annual revenue of KPMG is USD 24.44 billion in 2015 fiscal year when compared to other
competitors like Deloitte and IBM top firms the revenue is very low. So by implementing the
recommendations employees will efficiently work and will be able to deliver a better quality
products which directly affect on KPMG and gives a scope of increasing the revenue double the
current revenue.
To implement these recommendations in KPMG utmost it takes around 3 months for 1sre cost
effective and time taking process. However, organization will benefit in long run and helps in

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22

increasing the productivity. Leading to higher employee retention rates, more referrals, retaining
customers, and finally clients and employees are satisfied. If all the recommendations listed
above were implemented step by step KPMG will increase its profits by 20-25%.
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