...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, autonomy...
Words: 5219 - Pages: 21
...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 essay...
Words: 284 - Pages: 2
...| 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...
Words: 855 - Pages: 4
...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
...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 tasks...
Words: 4695 - Pages: 19
