Comprehensive Case 1

Comprehensive Case No. 1

Repairing Jobs that Fail to Satisfy        

1. Statement of the Problem

How should Ms. Lee Rynaldo improve the job satisfaction of Drain Flow’s employees to increase Drain Flow’s customer satisfaction?

1. Objectives

These are the following objectives that the researcher would like to achieve:

1. To identify the causes of job dissatisfaction in Drain Flow.
2. To know what actions can be done to improve both Drain Flow’s employee job satisfaction and Drain Flow’s customer satisfaction.
3. To learn more on how job dissatisfaction can also lead to customer dissatisfaction.

1. SWOT Analysis

Strengths

Drain Flow has been a major player in residential plumbing for decades (since 1960) and has been known all over the United States for its motto and  reputation as a plumbing firm which makes it stand out against its competitors. It also has an effective specialization strategy that cuts its costs while easily undercutting the competition in terms of price. The firm also has licensed plumbers which are a great asset in terms of repairing plumbing problems fast. The company has also been using yellow pages and the internet which allows easy access to get business. The firm also provides higher salaries to its employees compared to the salaries its competitor, Lightning Plumber provides and because of that; Lightning Plumber’s employees are more encouraged to transfer to Drain Flow.  

Weaknesses

Although the firm has been made and known since 1960, it has been struggling with its low customer service because of its unsatisfied employees. There is a lack of employee motivation and their work environment is not as vital and energetic as of the other firm (Lightning Plumber). Also, almost all employees have no training and they have poor knowledge regarding other sectors like for example the Order Processors have no familiarity about plumbing and which right person to send. Because of these, problems have arose regarding  time, cost and employees having to engage in emotional labor. Their specialization strategy which was designed to lower the firm’s expenses had also led to the creation of poor job designs which causes confusion on the part of both Drain Flow’s customers and employees.

Opportunities

With the use of yellow pages and the internet, Drain Flow can improve its service through utilizing more the use of technology especially the Internet. Through the internet, Drain Flow can attract more customers by making ads in the social media and also through creating a web page in the internet. Drain Flow can also make posters or several posts on its page concerning their standard form in providing service so that the customer’s confusion would lessen. The firm can also make a mobile app where its customers can download it and comment and rate their experience with Drain Flow’s service. The company can also use that app in recording and sending how much the customer has to pay to avoid payment delays. The company can also use its fame in the U.S. and experience to grow and expand to other countries whose economies are slowly improving or whose demands are increasing in terms of plumbing and maintenance.

Threats

Because of its problems regarding time and cost, dissatisfied customers opt to choose Drain Flow’s new competitor; Lightning Plumber. And although the pay is high in Drain Flow, there is a high possibility that its employees might resign and apply for Lightning Plumber because of the kind of service and environment it gives to its employees. Dissatisfied customers may also ruin the reputation of the company through word of mouth which might cause negative publicity and loss of loyal customers.

1. Alternative Courses of Action

   As what was presented earlier, the cause of the problem lies in the dissatisfaction of Drain Flow’s employees. Dissatisfied employees as what was studied in Organizational Behvaior is more likely caused by low employee motivation and thus leads to poor performance. And with Drain Flow’s employees being dissatisfied with their work, Drain Flow’s customers are also dissatisfied with the kind of service they provide.  Below are the alternatives that may help improve the satisfaction of Drain Flow’s employees and the condition of the firm:

Standardization of Hiring Methods Across all of Drain Flow’s Branches- with Hiring methods being standardized, there is unity amongst the different branches of Drain Flow. Managers are able to easily choose the best individual for the job rather than just choose randomly amongst its applicants on who can do the job regardless of his or her skills concerning the given job.

Reorientation of Current Employees and Orientation of Future Employees- through reorientation or orientation of current and future employees, Drain Flow would be able to let each of  its employees understand the work that he or she has to do. Reorientation for current employees can also aid Drain Flow’s employees in   realizing their importance in the firm and appreciate the meaning of their work, so that their motivation would increase. Orientation can also help new employees to easily adjust to the firm. Employees who have undergone company orientation are much more productive because they have already caught a glimpse of what to do and what no to do. Also, they tend to commit fewer mistakes than of  unoriented employees and they can also feel that the firm cares for them.