Assignments Case: "Repairing Jobs that Fail to Satisfy"
An analysis of job satisfaction issues and strategies to improve workplace fulfillment.
Charlotte Young
Contributor
5.0
37
4 months ago
Preview (2 of 5)
Sign in to access the full document!
Assignments Case: "Repairing Jobs that Fail to Satisfy"
Repairing Jobs That Fail to Satisfy
Companies often divide up work as a way to improve efficiency, but specialization can lead to
negative consequences. DrainFlow is a company that has effectively used specialization to
reduce costs relative to its competitors' costs for years, but rising customer complaints suggest
the firm's strong position may be slipping. After reading the case, you will suggest some ways it
can create more interesting work for employees. You'll also tackle the problem of finding people
qualified and ready to perform the multiple responsibilities required in these jobs.
The Scenario
DrainFlow is a large residential and commercial plumbing maintenance firm that operates around
the United States. It has been a major player in residential plumbing for decades, and its familiar
rhyming motto, "When Your Drain Won't Go, Call DrainFlow," has been plastered on billboards
since the 1960s.
Lee Reynaldo has been a regional manager at DrainFlow for about 2 years. She used to work for
a newer competing chain, Lightning Plumber, that has been drawing more and more customers
from DrainFlow. Although her job at DrainFlow pays more, Lee isn't happy with the way things
are going. She's noticed the work environment just isn't as vital or energetic as the environment
she saw at Lightning.
Lee thinks the problem is that employees aren't motivated to provide the type of customer service
Lightning Plumber employees offer. She recently sent surveys to customers to collect
information about performance, and the data confirmed her fears. Although 60 percent of
respondents said they were satisfied with their experience and would use DrainFlow again, 40
percent felt their experience was not good, and 30 percent said they would use a competitor the
next time they had a plumbing problem.
Lee is wondering whether DrainFlow's job design might be contributing to its problems in
retaining customers. DrainFlow has about 2,000 employees in four basic job categories:
plumbers, plumber's assistants, order processors, and billing representatives. This structure is
designed to keep costs as low as possible. Plumbers make very high wages, whereas plumber's
assistants make about one-quarter of what a licensed plumber makes. Using plumber's assistants
is therefore a very cost-effective strategy that has enabled DrainFlow to easily undercut the
competition when it comes to price. Order processors make even less than assistants but about
the same as billing processors. All work is very specialized, but employees are often dependent
on another job category to perform at their most efficient level.
Like most plumbing companies, DrainFlow gets business mostly from the Yellow Pages and the
Internet. Customers either call in to describe a plumbing problem or submit an online request for
plumbing services, receiving a return call with information within 24 hours.
Repairing Jobs That Fail to Satisfy
Companies often divide up work as a way to improve efficiency, but specialization can lead to
negative consequences. DrainFlow is a company that has effectively used specialization to
reduce costs relative to its competitors' costs for years, but rising customer complaints suggest
the firm's strong position may be slipping. After reading the case, you will suggest some ways it
can create more interesting work for employees. You'll also tackle the problem of finding people
qualified and ready to perform the multiple responsibilities required in these jobs.
The Scenario
DrainFlow is a large residential and commercial plumbing maintenance firm that operates around
the United States. It has been a major player in residential plumbing for decades, and its familiar
rhyming motto, "When Your Drain Won't Go, Call DrainFlow," has been plastered on billboards
since the 1960s.
Lee Reynaldo has been a regional manager at DrainFlow for about 2 years. She used to work for
a newer competing chain, Lightning Plumber, that has been drawing more and more customers
from DrainFlow. Although her job at DrainFlow pays more, Lee isn't happy with the way things
are going. She's noticed the work environment just isn't as vital or energetic as the environment
she saw at Lightning.
Lee thinks the problem is that employees aren't motivated to provide the type of customer service
Lightning Plumber employees offer. She recently sent surveys to customers to collect
information about performance, and the data confirmed her fears. Although 60 percent of
respondents said they were satisfied with their experience and would use DrainFlow again, 40
percent felt their experience was not good, and 30 percent said they would use a competitor the
next time they had a plumbing problem.
Lee is wondering whether DrainFlow's job design might be contributing to its problems in
retaining customers. DrainFlow has about 2,000 employees in four basic job categories:
plumbers, plumber's assistants, order processors, and billing representatives. This structure is
designed to keep costs as low as possible. Plumbers make very high wages, whereas plumber's
assistants make about one-quarter of what a licensed plumber makes. Using plumber's assistants
is therefore a very cost-effective strategy that has enabled DrainFlow to easily undercut the
competition when it comes to price. Order processors make even less than assistants but about
the same as billing processors. All work is very specialized, but employees are often dependent
on another job category to perform at their most efficient level.
Like most plumbing companies, DrainFlow gets business mostly from the Yellow Pages and the
Internet. Customers either call in to describe a plumbing problem or submit an online request for
plumbing services, receiving a return call with information within 24 hours.
Preview Mode
Sign in to access the full document!
100%
Study Now!
XY-Copilot AI
Unlimited Access
Secure Payment
Instant Access
24/7 Support
Document Chat
Document Details
Subject
Human Resource Management