Repairing Jobs that Fail to Satisfy - Case Study Example

? Repairing Jobs That Fail to Satisfy Introduction This study is about the problems DrainFlow Company is undergoing in regard to motivation of their workers and inability to serve their clients efficiently. As a result the Company is losing clients to their rival companies like Lighting Plumber. The concern of company’s management is about the reforms they should initiate in order to refresh their company and get more clients. According to Gorman (2004), the approaches taken should aim at reorganizing the interactions between workers and clients and staff interactions in the way they discharge their duties. In Robins & Judge (2010) for proper discharge of companies’ services to their clients, the management should focus on excellence of their products, ensure their clients are contented with their products and give their employees inducement in order to maximize their productivity. Leadership Theory In any business environment the management should ensure proper coordination of activities right from the organization to the clients. For the management to achieve this level of operation, they should ensure they are focused and be able to control other activities of the organization. According to management theory the leaders of any organization have a task to ensure that all other components in the organization are well coordinated (Robins & Judge, 2010, p.567). On the other hand, relationship theory requires the organization leaders to give their workers stimulus in order to ensure proper coordination of activities within the organization. The managers should ensure that workers are aware of the organizations objectives in order to pursue them. They should also ensure that all appropriate resources are available for the worker in order to promote efficiency in the organization. According to Robins & Judge (2010, 643) employers should assign individuals tasks according to their level of training and experience they have in order to increase their output and reduce boredom. Therefore, they should involve the employees in their decision making processes and give them incentives to enable them to utilize all their potential in pursuing the organizational. According to Robins & Judge (2010) relationship theory requires the organization’s leaders to establish cordial rapport with the other employees. This streamlines communication within the organization hence enabling the company’s management to effectively make their objectives known to the employees and work with a common interest of achieving the set goals. This will also simplify the problem of delegating tasks to the workers. The management practicing this theory in their organization will be interested with the collective prosperity of the individual’s advancement. Motivation Giving incentives to both workers and consumers plays a magic in the performance of the organization (Gorman, 2004, p.57). The management can give their employees incentives of various forms such as increasing their salaries, offering them an opportunity to advance their careers, or just appreciating them for their good work in the presence of other workers. This enables the workers to identify with the organization and feel encouraged to work and achieve management objectives. Organizational leaders should also encourage the employees by giving them challenging tasks in the organization and avoid public condemnation even when they have gone wrong. The management should also establish training programs in order to assist the workers to upgrade their skills (Gorman, 2004). This enables the workers to increase their efficiency and confidence of performing their duties hence increasing their output in the organization. The workers will be able to interact with their clients freely and offer them excellent services. Providing products and services to the consumers is of paramount importance to the organization because it will help to create consumer trust on company and their products. When worker provide exemplary services to the customers, the customers feel encouraged to purchase more of that product and will come back even in future. The company should also give the clients incentives in form of reduced prices for the products and services. High prices makes clients feel as if they are being overexploited and may boycott the use of that product. Group problem solving and creativity Companies should engage their employees both in identifying problems and working to look for the solution to those problems (Gorman, 2004). The management may use different approaches to arrive at this like by tossing a question to the group and allow employees to discuss possible solutions. This makes the workers to identify with the organization and be proud for being part of the solution to the company’s problems. Analysis One of the major issues affecting DrainFlow Company is their inability to design organizations tasks. This is caused by the fact that the staff members involved in taking orders of the clients and preparing the bills is not the same people delivering the service. The clients do not have an opportunity to communicate with the plumbers or assistant plumbers during the time of order taking. Since they have no information regarding the charges for particular jobs completed, they end up either charging the clients expensively or undercharge them. This is detrimental to the organization’s continuity because undercharging for the services rendered will result to losses for the organizations while overcharging for their services will result to loss of clients. Under the theory of leadership theory, the workers should be delegated tasks which they can be able to perform with greater efficiency (Hassan, 2009). The client’s calls should be received by a person who knows all technical aspects of the job involved so that they can furnish the clients with all necessary details immediately when they make calls. The leaders should interact with their workers in order to promote friendly atmosphere and help formulate solutions affecting the company. According to the study conducted by Ms. Lee Reynaldo concerning the problems affecting DrainFlow Company, all workers sated that the working environments favourable hence the workers lacked drive for work (Gorman, 2004, 71). Under the theory of motivation, the managers of the company should give their workers better working environment. The workers should be given opportunity to interact with each other in their working environment and help each other resolve personal or work related issues. This will make to relax and work with greater efficiency hence increasing their productivity. As a way of motivating the workers, the management of the company should give jobs which are related to their areas of expertise. This will be able to respond to the needs of the clients effectively hence increasing their performance. In addition, those who are receiving call from the client should be knowledgeable about the nature of work involved and the cost associated with each task to be performed at each level. This will enable them to give the clients immediate and accurate feedback relating to their needs hence increasing efficiency of the workers (Hassan, 2009). In addition, the company will enable clients to save their time and become more contented with services they get from the company. Similarly, the workers will be relieved the stress of having to deal with jobs which they are either over qualified or under qualified. According to Robins & Judge (2010) paying better wages to the workers helps to improve their productivity in the company. The company should give the workers better wages in order to encourage them to advance their aptitude If workers are given better wages, they become more committed to their work. However, meagre earnings demoralize workers who feel as if they are being overexploited. The management should also ensure that the clients are contented with the products and services they acquire from the organization (Robins & Judge, 2010, 65) Therefore, they should ensure that the employees are offering adequate customer services to their clients. The company will achieve this through by ensuring quick and superior service delivery to the clients and charging standard prices for the services they offer to their clients. Under the theory of group problem solving and creativity, the management of DrainFlow Company should engage all workers in identification and solving the problems facing the organizations. Through meetings and survey techniques, the managers and all workers in the organization should be involved in discussing the issues and designing approaches to deal with them (Hassan & Shaw 2012). This will make all workers contented and be able to pursue company’s goal hence improving productivity. Conclusion DrainFlow Company is facing problem with its leadership and the way they delegate tasks to their workers. Their service delivery to the clients is substandard and the workers themselves are demoralized due to meagre pay and substandard working conditions. This has resulted to loss of lack of customer contentment because they do not get superior services and also they feel that the prices they are being charged is unfair. The time company takes to respond to the clients’ needs is too long of which should be shortened. The management has not streamlined service delivery in to their clients and the workers are not adequately motivated (Robins & Judge, 2010. Recommendations The DrainFlow managers should redesign the tasks of the workers to enable workers perform the tasks in the areas of their expertise. In addition, they should give better remunerations to their workers as an incentive to improve their performance (Hassan & Shaw, 2012, p. 79). Finally, the leaders should create a culture of common problem solving in which they will involve all workers in the organization. This will enable the workers to understand better the objectives of the company and improve their performance as they work to achieve them. s Bibliography Gorman, P 2004, Motivation and Emotion; London, Routledge, Pp.47-92 Hassan, G & Shaw, E 2012, The Strange Death of Labour in Scotland. Edinburgh, Edinburgh University Press. Pp.45-162 Hassan, G 2009, The Modern SNP: From Protest to Power, Edinburgh, Edinburgh University Press. Pp. 31- 143 Robins, S & Judge, T 2010, Organizational Behaviour, 14th Ed, Oxford University Press: Prentice Hall p. 502-720 Read More