Dal Ben provides post acute care and home care in Sao Paolo and employs 350 members of staff. To improve expertise and quality, Dal Ben decided to formally employ its workforce. This is a major change in Brazil and in many other Emerging Markets where the vast majority of employees are "informal" often paid in cash, with short-term or no contracts. Dal Ben then built a training programme for staff. These measures together cut staff turnover by 50%. The judges felt that the brave decision to formally employ staff made this a winner.
In Brazil, home care has traditionally been provided by workers in the informal sector, reducing costs but resulting in a negative impact on quality. Dal Ben has shifted and formally employs all its staff increasing staff retention and allowing it to focus on training centred around culture, brand, and service quality. Since making the shift, the company saw a 50% reduction in staff turnover from 2015-2016. It also led to a reduction in average complaints per visit from 0.31% to 0.19%.
June 25, 2018
