Capital One Executive Summary

Understanding the Current State Capital One Financial Corporation is a Fortune 500 company within the banking industry. The organization was founded in 1988 as a small bank division and has continuously grown since then. Capital One is one of the largest consumer franchises in America. The brand of Capital One has grown into one of the most recognized brands in the nation. The founder, chairman, and Chief Executive Officer of Capital One Financial Corporation is Richard Fairbank (Capital One, n.d.). The organization’s headquarters is located in McLean, Virginia and the organization employs over 41,000 people in the United States of America. Capital One Financial Corporation offers a large range of financial products and services to small businesses,

This turnover rate is almost equal to one in four employees leaving an organization per year. The cost associated with replacing an employee is estimate d to be 29% to 46% of an employee’s annual salary (Capital One, 2017). Capital One creates a safe, diverse, and inclusive working environment to help retain their employees. The employees in the call center environment are not pressured to get off the phone quickly. They are encouraged to focus on the customer and resolving their issues instead of how fast they end the call. Management does not want the agents to feel as if they are in a production line (Harrington,

The organization strives to provide flexibility and bold workplace design strategies to their perspective employees. This will provide them with the ability to work how and where they want (Brown, 2017). Capital One is committed to fostering and inclusive work environment for their employees. The organization wants the employees to reflect their customers and that means a diverse workforce. The diversity of associates allows different perspectives and embraces inclusion (Capital One Careers,