Drainflow Repairing Jobs That Fail to Satisfy

1897 words 8 pages
Potential effectiveness of a Cash Reward System and Structured Interview Program for DrainFlow
Report for the Manager

William Assemiah, 12021643 Irene Aidoo, 12021610 Sroda Adzo Apam, 12021626 Asare Ohenedwira Thomas, 12021639 Dorothy Dede Aklerh Asamoah, 12021634 Sampson Abbey Armah, 12021630 Arthur Sherifa, 12021631 Amadu Waliu, 12021617

Report Summary
1. Executive Summary
DrainFlow, a plumbing maintenance firm in the USA, has been losing its customers to competitors due to poor services. Job motivation and satisfaction among employees is declining across various job categories within the firm. This dissatisfaction has been attributed to the overspecialization of some job functions in the company. The report attempts to assist
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Although the shortcuts may aide accurate perceptions and hence predictions, they are not full proof and may result in perception inaccuracies. Research indicates that impressions are formed within a tenth of a second, based on a first glance. Wrong perceptions may result in employees that are unqualified for the position and/or dissatisfied with work. The current situation at DrainFlow was aggravated by these perceptional recruitment inefficiencies. Most employees lack training in customer service, organizational behavior and are anxious about speaking with customers. Order processors do not have sufficient knowledge or skill to explain the customer's situation to DrainFlow Plumbers or Plumber Assistants. Billing representatives must deal with the negative reactions of dissatisfied customers; however, Bill processors are only involved at the end of the job process and unaware of any job details. DrainFlow plumbers are sometimes reluctant to deliver bad news of an unexpectedly high bill to customers. Furthermore, it is clear that a majority of order processors do not know any more about plumbing than customers calling in. These deficiencies have resulted in a direct negative impact

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