Kia Allen CASE 2: REPAIRING JOBS THAT FAIL TO SATISFY DOCX

Title	Kia Allen CASE 2: REPAIRING JOBS THAT FAIL TO SATISFY
Author	Hridoy Podder
Pages	12
File Size	30.3 KB
File Type	DOCX
Total Downloads	610
Total Views	990

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1 Kia Allen CASE 2: REPAIRING JOBS THAT FAIL TO SATISFY INTRODUCTION DrainFlow is a major plumbing maintenance firm who specializes in both residential and commercial services. For decades, DrainFlow has operated around the United States, using their specialization strategy to stay ahead of its competitors. Although DrainFlow's specialization strategy has helped reduce its costs, customer complaints have been rising. Often, the customer complaints are about response times and costs. Several appointments have been rescheduled due to the wrong staff members being sent to jobs. Also, some customers have been overcharged due to more experienced and expensive workers being sent to perform simpler tasks that assistants could handle. The rising number of complaints has caused many customers to seek services from a newer competing chain, Lightning Plumber. Regional manager, Lee Reynaldo, has been analyzing the problems at DrainFlow and has predicted possible sources. Lee believes that employees are not motivated enough and that the job design could be contributing to the problems. As a result, Lee has proposed to use cash rewards to improve performance among employees. She also wants to find new employees who are a better fit with the company's new goals. Whether Lee decides to go through with these proposed solutions or not, a change needs to be in order to help DrainFlow return back to its highly competitive position within the market. QUESTIONS Question 1) 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?...