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Repairing Jobs That Fail to Satisfy

In: Business and Management

Submitted By LimaMawee
Words 1406
Pages 6
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 satisfaction:
Plumber
Plumbers often are mistakenly sent by the company to do simple jobs due to the wrong information from Order Processors. As a result, customers have to pay a licensed plumber’s rate for the easy service. Customers do not find it fair given the simplicity of their dilemma but the plumbers have no ability to do anything about it. This miss-sending problem makes DrainFlow

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