Premium Essay

Repairing Jobs That Fail to Satisfy

In: Business and Management

Submitted By danzy29
Words 855
Pages 4
| Repairing Jobs That Fail to Satisfy | CASE STUDY | Danica Michaela A. Mancao
2/27/2015
|

Statement of the Problem Drainflow has effectively reduced cost through specialization but it has greatly lead to both employee and customer dissatisfaction due to incorrect processing of orders; improper billing service and unfitting people being sent to do the job.

Objectives: * To determine if employee dissatisfaction affects the performance of the job. * To determine some ways to make cash reward system motivating to employees * To determine if the new job structure will help in having employees work effectively * To determine if personality is an essential factor during the hiring process

SWOT Analysis
Strengths
* DrainFlow’s job structure is designed to keep cost as low as possible compared to the competitors. * The job structure could somehow ascertain that the customer is charged with the rate that is equal to the damages or problem and not be charged with a plumber’s rate when what is only required is that of a plumber’s assistant.

Weaknesses * Specialization resulted to customer dissatisfaction. They had complaints especially on the response time and cost when the wrong people are sent to the job which causes the job to be delayed. * Employee dissatisfaction was also surfacing because employees had to deal being yelled at and having tp explain regarding the customers’ complains, which also affects their performance.
Opportunities
* Drainflow is a large residential and commercial plumbing maintenance firm that operates around the United States and has been known for decades. * Requests for plumbing services are made accessible for customers.
Threats
* Lightning Plumber has been drawing more customers from DrainFlow. Their employees are motivated to provide good services which cannot be found...

Similar Documents

Premium Essay

Repairing Jobs That Fail to Satisfy

...University of the Philippines Cebu Business Management Cluster Comprehensive Case # 2 Repairing Jobs That Fail to Satisfy In partial fulfillment of the requirements in MGT 104 – Organizational Behavior Submitted to: Professor Leahlizbeth Sia Submitted by: Lourdes May Maglinte BS Management II I. Statement of the Problem DrainFlow, a large residential and commercial plumbing maintenance firm operating throughout the United States has been an major player in their field of expertise for decades and has earned the hearts of their customers with their low costs services and their catchy motto, “When Your Drain Won’t Go, Call DrainFlow”. Lee Reynaldo, who used to work for Lightning Plumber and is now DrainFlow’s regional manager, has been in the company for two years. She noticed how the company’s work environment isn’t just as vital and energetic as it was in Lightning Plumber. Employees aren’t motivated to provide great customer service. They see their work mostly in technical or mechanical terms. Most of them lack the skills or personality traits to complete the customer interaction component of their jobs. This, then, results into high customer dissatisfaction. The company is in trouble, and as revenues shrink and the cost savings that were supposed to be achieved by dividing up work fail to materialize, a change is taking place. Provided below is a breakdown of the problems faced by the company and its workers which have affected customer...

Words: 1406 - Pages: 6

Premium Essay

Repairing Jobs That Fail to Satisfy

...1. Introduction Analysis of the article, we have a certain understanding of the Repairing Jobs That fail to Satisfy. The report focuses on how DrainFlow can improve in three areas: job structure, incentive structure, and hiring practices. The main contents include an introduction to the problems DrainFlow is encountering, analyses of the current business, and recommendations on how DrainFlow can overcome these issues to foster a long-term competitive advantage. Goal and Recommendations The goal of this proposal is to provide recommendations for a new job structure, a new incentive structure, and new hiring practices. The job structure recommendations will allow for more cross training between office workers and service providers. This will enrich all jobs at DrainFlow by adding different tasks, autonomy, and feedback. The new incentive structure will allow for flexible benefits and recognition. This is designed to motivate employees and improve customer service. Lastly, the new hiring practices will provide a repeatable solution for finding a cohesive set of new employees. 2. Satisfaction The job characteristics model offers such a framework. It identifies five primary job characteristics, interrelationship, and impact on employee productivity, motivation, and satisfaction. (Hakman, Lawler, 1994) The present system of job design may be contribution to employee dissatisfaction; the most important reason is from the interrelationship, according the figure from the......

Words: 284 - Pages: 2

Premium Essay

Repairing Jobs That Fail to Satisfy

...MAN3240 APP ORG BHVR BLENDED 517646 CASE 3 -Repairing Jobs that Fail to Satisfy Karel Tucker When you write, make sure you touch on the following points: Although it's clear employees are not especially satisfied with their work, do you think this is a reason for concern? Does research suggest satisfied workers are actually better at their jobs? Are any other behavioral outcomes associated with job satisfaction? First let's compare the two types of employees:- Satisfied Employees are those who can't wait for work again the next day, they love their jobs and are passionate about it and perform well on the job Dissatisfied Employee hates the very thought of getting up to face work again the next day and complains constantly about their jobs, they create a very high turnover and are usually not good at what they do. So managers have to look out for theses tell tale signs and address them as soon as possible to avoid potential problems because they are less motivated to achieve the organizational goals; this is what is happening at Drain Flow. In the long run this will affect customer service and satisfaction and reduced job performance and loyalty. According to Hawthorne's theory happy workers are productive workers, satisfied employees the ability to increase customer satisfaction and loyalty. Drain Flow surveys reflects customer dissatisfaction:- * 40% of the total survey respondents felt that their experience was not good while * 30%...

Words: 693 - Pages: 3

Premium Essay

Repairing Jobs That Fail to Satisfy

...Q1) Yes, because research shows that job satisfaction and job performance are related. Not only good job conditions are involved in job satisfaction, but also personality plays a great role. For example people can change jobs from a higher pay to a lower one and still get the satisfaction out of it. As mentioned in the case the regional manager Lee Reynaldo is less satisfied in her new job, even though she gets a higher pay check. She points out that her last job and its environment were more vital and energetic causing higher productivity from her side which eventually led to more satisfaction. It is worth noting that organizations with more satisfied employees tend to be more effective than organizations with less satisfied employees. On the other hand, we should point out that satisfaction should not be always linked to enhance performance and high output efficiency, whether employees do much work or not, they will on both cases receive incentives. Some argue that satisfied workers would be loyal and committed to the organization and would never think about leaving it. Q2) Hackman and Oldham, suggest that job satisfaction with intrinsic factors like variety, identity, significance, autonomy and feedback lead to behavioral outcomes. The present system of job design in Drain flow truly has helped undercut the competition when it comes to price, on the other hand, it didn’t serve well in regards to customer satisfaction and cause higher crunch rates neither......

Words: 773 - Pages: 4

Premium Essay

Repairing Jobs That Fail to Satisfy

...Mine Dictionary Words | Meaning | Words | Meaning | Words | Meaning | Words | Meaning | Words | Meaning | | | | | | | | | | | | | | | | | | | | | Abrupt | Sudden | Content | Satisfied | Squirmed | Twisted | Priority | Importance | Penetrate | Enter/Breach | Allegation | Claim | Criterion | Standard | Pretend | Invent | Elysium | | Frustration | Prevention/block | Bureaucracy | Government | Trait | Quality | Quintessence | Heart | Faculty | Ability | Relative | | Coalition | Alliance | Quotient | Measure | Acquaintance | Friend | Aptitude | Ability | Tremendous | Marvelous | Compliance | Agreement | Chronological | Consecutive | Ambiguity | Uncertainty | Aviation | Flying | Obesity | Fatness/ size | Conglomerate | Multinational | Screening | Broadcasting | Evade | Avoid | Aerial | In flight | Howl | Scream | Consecutive | Successive | Interruption | Break | Change | | Appetite | hungry | Pity | | Demonstrate | Valid | Dexterity | Skill | Strong | | Fluent | confident | Endure | Tolerate | Desperation | Worry | Assertive | Force full | Strange | | Intervention | Interface/line | Ignited | Burned | Discriminately | | Autonomous | Independent | Dynamic | Active | Immune | Safe | Persistence | Determination | Domestic | National | Anxiety | Worry | Enthusiastic | Excited | Hospitality | Welcome | Gnawing | Worrying | Effervescence | Sparkle | Glimpses | Hints | Passion | Hunger | Trespassing | Intruding |......

Words: 263 - Pages: 2

Premium Essay

Drainflow Repairing Jobs That Fail to Satisfy

...http://www.studymode.com/essays/Drainflow-Repairing-Jobs-That-Fail-To-1346002.html Drainflow Repairing Jobs That Fail to Satisfy Potential effectiveness of a Cash Reward System and Structured Interview Program for DrainFlow  Report for the Manager  William Assemiah, 12021643 Irene Aidoo, 12021610 Sroda Adzo Apam, 12021626 Asare Ohenedwira Thomas, 12021639 Dorothy Dede Aklerh Asamoah, 12021634 Sampson Abbey Armah, 12021630 Arthur Sherifa, 12021631 Amadu Waliu, 12021617  Report Summary  1. Executive Summary  DrainFlow, a plumbing maintenance firm in the USA, has been losing its customers to competitors due to poor services. Job motivation and satisfaction among employees is declining across various job categories within the firm. This dissatisfaction has been attributed to the overspecialization of some job functions in the company. The report attempts to assist DrainFlow improve in three key areas: job structure and design, incentive policies, and recruitment practices. It will go further to analyze the causes of the woes being faced by DrainFlow and provide a constructive recommendation on how to overcome them The main contents include an introduction to the problems DrainFlow is encountering, analyses of the current business, and recommendations on how DrainFlow can overcome these issues to foster a long-term competitive advantage.  2. Introduction  Research shows that a happy worker is a productive employee. Satisfied employees tend to be better at their......

Words: 1923 - Pages: 8

Premium Essay

Drainflow: Repairing Jobs That Fail to Satisfy

...Repairing Jobs that Fail to Satisfy Contents Executive Summary 3 Introduction 3 Goal and Recommendations 3 Introduction 4 Background 4 Data Analysis 5 Job Structure and Organizational Design 5 Incentive Structure 6 Hiring Practices 7 Recommendations 7 Job Structure and Organizational Design 7 Incentive Structure 9 Hiring Practices 9 Strategy and Implementation 10 Conclusion 11 Appendix 12 1. Customer Survey 12 When Your Drain Won’t Go, Call DrainFlow 12 2. Original Survey 13 3. Sample Interview Questions for Interview Consistency 13 4. Financial Analysis 14 5. Current Process Map 15 6. Future Process Map 16 7. Current Org Structure 16 8. Proposed Org Structure 17 9. Peer to Peer Award Example 18 Executive Summary Introduction The report focuses on how DrainFlow can improve in three areas: job structure, incentive structure, and hiring practices. The main contents include an introduction to the problems DrainFlow is encountering, analyses of the current business, and recommendations on how DrainFlow can overcome these issues to foster a long-term competitive advantage. Goal and Recommendations The goal of this proposal is to provide recommendations for a new job structure, a new incentive structure, and new hiring practices. The job structure recommendations will allow for more cross training between office workers and service providers. This will enrich all jobs at DrainFlow by adding different tasks,......

Words: 5219 - Pages: 21

Premium Essay

Hdjgl

...Autoglass using at least two approaches 10 2.3 Explain the significance of stakeholders’ analysis in relation to Autoglass 13 Task 3 15 3.1Analyze possible alternatives strategies relating to substantive growth, limited growth and retrenchment 15 3.2 Select an appropriate future strategy for Autoglass 18 Task 4 20 4.1 Compare the roles and responsibilities for strategy implementation of Autoglass 20 4.2 Evaluate resource requirements to implement a new strategy for Autoglass 21 4.3 Discuss targets and timescales for achievement for Autoglass to monitor a given strategy 21 Conclusion 22 References 23 Executive Summary Autoglass has been able to emerge itself as a reliable source of repairing centre of windscreen as it ensures the most effective and long lasting repairing service for its customers. Performing several result. It shows that Autoglass is happily providing services 92% of the customers. At the very beginning when they have started to operate their business, they have given prior on the necessities and also offering any kind of modification needs as far as the windscreens are concerned. So within about no time, Autoglass has been successful in their business operation and at present they have now around five hundred branches all over the Europe. Task 1 1.1 EXPLAIN THE ROLE OF STRATEGY, MISSION, VISIONS, OBJECTIVE, GOALS AND...

Words: 3836 - Pages: 16

Premium Essay

Kimura K.K. Case

...Value for a customer like Kimura KK In B2B decisions there are normally many players involved, whereby each player has its own goals and therefore his own individual understanding of value. Kimura expected to be treated as a special customer and that Pramtex would understand the significance of their machines as an important part to satisfy their need. Trust, initially put into the service of Pramtex, started to diminish when Pramtex missed out on assisting them properly after the emergency breakdown. It seemed unexpected that Pramtex, a company striving to be the technology leader in their sector, acted in such an unprofessional way. Key players at Kimura and their respective roles Kimura has a decision making unit (DMU) that has the typical characteristics of a buying center: All those players have different motives and jobs to fulfill and therefore have different ideas of value. Mr. Kimura is the President and final decision maker of the company (the decider). His goal was to minimize the start-up curve, so his production employees could adapt faster to the new machines. Mr Nomura, who is the top scientist of Kimura KK and Senior R&D Advisor was highly convinced by the performance and features of the Spartacus machines. He might have been influenced by emotional value and therefore thrilled Kimura on the buying decision (influencer). He therefore carries a large responsibility in the final buying decision. Dr. Komoda , the chief of production and therefore the......

Words: 1631 - Pages: 7

Premium Essay

Drain

...Drainflow: Repairing Jobs That Fail to Satisfy Repairing Jobs that Fail to Satisfy Contents Executive Summary 3 Introduction 3 Goal and Recommendations 3 Introduction 4 Background 4 Data Analysis 5 Job Structure and Organizational Design 5 Incentive Structure 6 Hiring Practices 7 Recommendations 7 Job Structure and Organizational Design 7 Incentive Structure 9 Hiring Practices 9 Strategy and Implementation 10 Conclusion 11 Appendix 12 1. Customer Survey 12 When Your Drain Won’t Go, Call DrainFlow 12 2. Original Survey 13 3. Sample Interview Questions for Interview Consistency 13 4. Financial Analysis 14 5. Current Process Map 15 6. Future Process Map 16 7. Current Org Structure 16 8. Proposed Org Structure 17 9. Peer to Peer Award Example 18 Executive Summary Introduction The report focuses on how DrainFlow can improve in three areas: job structure, incentive structure, and hiring practices. The main contents include an introduction to the problems Drain Flow is encountering, analyses of the current business, and recommendations on how Drain Flow can overcome these issues to foster a long-term competitive advantage. Goal and Recommendations The goal of this proposal is to provide recommendations for a new job structure, a new incentive structure, and new hiring practices. The job structure recommendations will allow for more cross training between office workers and service providers. This will enrich all jobs at DrainFlow by adding different......

Words: 4695 - Pages: 19

Free Essay

The Wide Lens

...THE WIDE LENS - What successful innovators see that other miss Introduction The discussion topic is the difference between great innovations that succeed and great innovations that fail. In particular, it is worth noting that company’s success depends not just on the ability to execute its own promises but also on whether visible or hidden partners deliver on their promises too. In other words, company’s success depends not just on its own efforts but also on the ability, willingness, and likelihood that the partners that make up its innovation ecosystem succeed as well. Thus, a new perspective must be adopted, a wide lens, with which to assess a company strategy using a new set of tools and frameworks that will expose a company hidden sources of dependence. The Innovation Behind Spot and Avoidable Failure Although great execution is a necessary condition for success, it is not enough. Indeed, while the execution focus draws attention to important aspects of a company strategy (developing customer insight, building core competencies, and beating the competition), it creates a blind spot that hides key dependencies that are equally important in determining success and failure. Examples: Philips Electronics despite sterling execution and rave reviews, Philips's high-definition TV flopped, because its value creation depended on other innovations (the high-definition cameras and transmission standards necessary to make high-definition TV work) that failed to arrive on......

Words: 3328 - Pages: 14

Premium Essay

Engineering Economy Sullivan

...Engineering Economy Sullivan Wicks Koelling 15th Edition Solutions Manual Click here to download immediately!!! http://solutionsmanualtestbankspdfs.blogspot.com/2011/10/engineering-economy-sullivanwicks_10.html Name: Engineering Economy Author: Sullivan Wicks Koelling Edition: 15th ISBN-10: 0132554909 Type: Solutions Manual - The file contains solutions and questions to all chapters and all questions. All the files are carefully checked and accuracy is ensured. ENGINEERING ECONOMY FIFTEENTH EDITION This is a sample chapter Solutions Manual WILLIAM G. SULLIVAN Virginia Polytechnic Institute and State University ELIN M. WICKS Wicks and Associates, L.L.P. C. PATRICK KOELLING Virginia Polytechnic Institute and State University Engineering Economy Sullivan Wicks Koelling 15th Edition Solutions Manual Engineering Economy Sullivan Wicks Koelling 15th Edition Solutions Manual Solutions to Chapter 1 Problems A Note To Instructors: Because of volatile energy prices in today's world, the instructor is encouraged to vary energy prices in affected problems (e.g. the price of a gallon of gasoline) plus and minus 50 percent and ask students to determine whether this range of prices changes the recommendation in the problem. This should make for stimulating inclass discussion of the results. 1-1 Because each pound of CO2 has a penalty of $0.20, Savings = (15 gallons $0.10/gallon) (8 lb)($0.20/lb) = $1.34 If Stan can drive his car for less than......

Words: 3938 - Pages: 16

Premium Essay

Apple Inc.

...CSR Activities in Electronic Industry Table of Contents Executive Summary……………………………………...………2 1. Introduction……………………………………………………2 2. CSR activities of Sony, Dell and Apple……………………….3 1. Employees………………………………………...…...……4 2. Environment ………………………………………………..5 3. Consumers…………………………………………………..6 3. Evaluation on CSR activities………………………………….6 3.1 Employees………………………………………………...6 3.2 Environment……………………………………...………7 3.3 Consumers ……………………………………………….8 4. Conclusion…………………………………………………….8 References…………………………………………………………….9 Executive Summary Recent years, encouraged by cultural and economic globalization, the world market is growing rapidly. With the market becoming increasingly mature and rational, corporations not only pay attention to profit and business opportunities, but also the obligation and responsibility to employees, environment and customers. Therefore, corporate social responsibility (CSR) has become more and more popular among enterprises and markets. Thus, it is important to study the way CSR initiative depicts what corporations have to do in order to shoulder the responsibility for their employees, environment as well as consumers and CSR’s influence on various economic behaviors. This report analyses the CSR activities of Sony, Dell and Apple which are three electronic corporations. Specifically, it focuses on the effect on their employees, environment and consumers. The first part will mainly introduce their CSR initiatives......

Words: 2092 - Pages: 9

Premium Essay

Selection Test

...------------------------------------------------- Table of Contents No. | Content | Page no. | 1 | Introduction | 3 | 2 | Concept and Meaning | 4 | 3 | Job Analysis | 4 | 4 | Types of Selection Tests | 6 | 5 | Selection Tests | 7 | 6 | Advantages and Disadvantages | 12 | 7 | Summary and Conclusions | 14 | Introduction` Organizations today compete fiercely in the war for recruiting and hiring the best talent available in the market, investing enormous amount of money, time and other resources in advertising and recruiting strategies. Organisations recognize that one of the most important resources - if not the most important - is human resources. Organisations use several ways, methods and tools to select and hire human resources. But it is now a proven fact that organisations using scientifically proven assessment tools to make selection decisions, show significant increase in productivity, increased cost savings and decrease in attrition and other critical organizational problems. Most organizations use what is commonly known in Management circles as a funneling approach to selection, where more informal tools and procedures are used initially to reduce the pool of candidates to a manageable number of individuals who are then be put through a more extensive assessment process. Common initial screening devices include resumes, application blanks and reference checks,......

Words: 3167 - Pages: 13

Premium Essay

Shipbuilding

...Identifying and Analysing Underlying Problems of Shipbuilding Industries in Bangladesh 147 IDENTIFYING AND ANALYSING UNDERLYING PROBLEMS OF SHIPBUILDING INDUSTRIES IN BANGLADESH K. Shahriar Iqbal*, N. M. Golam Zakaria and Kh. Akhter Hossain Department of Naval Architecture and Marine Engineering, Bangladesh University of Engineering and Technology, Dhaka-100, Bangladesh *Corresponding email: iqbal.shahriar@gmail.com Abstract: Shipbuilding is considered to be a thrust sector in the economy of Bangladesh. But various problems are there to obstruct the development of this sector. This paper is aimed to identify the underlying problems and then analyze the nature of the problems to make it helpful overcoming the obstacles. A brief history and prospect of the shipbuilding industries in Bangladesh in the perspective of global scenario is also discussed. Key Words: Problem identification, shipbuilding industry, Shipyards. INTRODUCTION Bangladesh is a maritime nation with 1,66,000 sq. km area of sea, abundance with living and nonliving resources1. There are more than 200 rivers all around the country, with a total length of about 22,155 km, which occupy about 11% of total area of the country. Here rivers and water transports play a vital role for economical and commercial activities in Bangladesh. Major export and import of Bangladesh (about 85%) is also traveled by sea2. At present more than 5,000 inland/coastal ships have been plying all over the country, which carry more......

Words: 9671 - Pages: 39