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DrainFlow

Leading and Managing Organizations

Contents: 1. Introduction 2. Addressing the six questions 3. Conclusion
Questions:
1. Although it is 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? 2. Using job characteristic theory, explain why the present system of job design may be contributing to employee’s dissatisfaction. Describe more way you could help employees feel more satisfied with their work by redesigning their jobs. 3. Lee has a somewhat vague idea about how reward the cash reward system. Describe some of the specific ways you would make the reward system work better, based on the case. 4. Explain the advantages and disadvantages of using financial incentives in a program of this nature. What, if any, potential problems might arise if people are given money for achieving customer satisfaction goals? What other type of incentives might be considered? 5. Create a specific plan to assess whether the award system is working. What are the dependent variables that should change if the system works? How will you go about measuring success? 6. What type of hiring recommendations would you make to find people better suited for these jobs? Which Big Five personality traits would be useful for the customer service responsibilities and emotional labor?
DrainFlow
DrainFlow is a major plumbing maintenance company that has been around since the 1960's. DrainFlow uses a specialization strategy to keep low costs within the company and to help stay head of competing companies. However, the specialization strategy has also been the cause of the rising customer complaints. Some of the customer complaints are in regards to

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