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Case Note - Essay Example

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Employee satisfaction is indeed an aspect of significant concern for every organization, as research has shown evidently that satisfied…
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Case Note
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Case DrainFlow The success of every organization remains fundamentally on the performance of its employees and their ability to satisfy the customers. Employee satisfaction is indeed an aspect of significant concern for every organization, as research has shown evidently that satisfied employees perform their duties most effectively. Satisfaction among employees determines how they attend to their duties, most especially in customer service satisfaction. In instances of employee satisfaction, it is evident that employee behaviors usually change, and commonly towards the enhanced success of the organization, for which they work.
Job characteristics theory is a working design with a set of principles for job enriching in organizations. Job characteristics theory has five major aspects of address including motivation, satisfaction, performance, absenteeism, and turnover. The scenario at DrainFlow in which employee dissatisfaction is a common occurrence, the employees should be given incentives as motivation for every good performance and an encouragement to other employees to work harder. Additionally, the duties of the order processors and the billing agents need to merge to ensure that customer issues are addressed from a single department. Such would prevent employee dissatisfaction from customer complaints.
Indeed, Reynaldo has little clue on the implementation of cash reward system. In the current scenario at DrainFlow, proves very tedious for the implementation of the system considering that different departments handle customers at different levels and, therefore determining which employee to reward would be ideally a tough task. In order for effective implementation of the cash reward system, it is significantly important that all the departments operate from a common command center. In such a setting, a customer will deal with a particular employee from the time the customer submits a plumbing problem, sending of a plumber, and making payments all occur from a common pull. Such a way would ensure an easy track of the best-performing employees and worthy of a reward.
Financial incentives are indeed a better way of rewarding best-performing employees for the success of an organization. The advantages associated with financial incentives includes increased performance among employees as a means of getting the financial incentives and recognizing of employee priorities and work on the areas of under-performance. Financial incentives also have its disadvantages such as the genesis of division among employees, especially from envy of the best performing employees by the poor performers. Additionally, undervaluing of personal and individual skills possessed by employees occurs as employees only perform to get incentives rather than apply their personal skills. In the case of problems among employees because of differences money paid, other incentives would include promotions to higher positions for hard-working employees.
A plan that would work for accessing whether a reward system is working or not involves one showing an improvement in the performance of an organization. In such a perspective, the dependable variable would be the amount earned by a particular employee against the job performance in the tasks and responsibilities bestowed. Establishing a balance between employee performance and customer satisfaction, will be the means of measuring the success realized through the application of a reward system.
The most appropriate hiring recommendation for DrainFlow will be through outsourcing from other organizations mandated with the role of determining the efficiency and effectiveness of employee candidates before employment. Such would ensure getting the right individuals for the right positions. The five personality traits useful for customer service responsibilities and emotional labor include tolerance, intelligence, and ability to learn new stuff, honesty, and good communication. Read More
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