Human Resourse Management

In: Business and Management

Submitted By slkamini
Words 2152
Pages 9
human resourse

• This is a group assignment. Group size 4-5 students • All members of the group will receive the same mark. Any issues relating to group performance must be reported to the module leader for discussion and resolution before the hand-in date. • Word count: approximately 1500 words • The assignment accounts for 30% of the total module mark

The Task: Repairing Jobs That Fail to Satisfy

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…...

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