Repairing Jobs That Fail to Satisfy - Management Assignment Help

Assignment Task:

Task:

in education who had served in the client trainer role. Her for-mal knowledge about teaching and learning had helped her make substantial improvements to the existing client training program. Elisa's manager had commented several times about the significant increases in client satisfaction ratings that they had observed. Clients were especially impressed that Elisa was so readily available to them - she even gave them her personal cellphone number. If they had a software question or problem at 9:00 p.m. or on a Saturday, Elisa would answer her phone and cheerfully help, something that was neither expected nor required. Bisa was sure that she had done everything she could to impress her new employers. As a result, she was particularly excited when her co-worker pointed out the new job that had been posted to the internal recruitment webpage (a special website for jobs posted internally with the intent of promoting from within).

Discussion Questions

1. How would you explain the abrupt change in Elisa's cus- tomer service behaviour? Outline what has happened to her motivation using expectancy and equity theories.

2. Could Elisa's employer have anticipated the impact that cancelling the directorship interview might have on her future performance? What should her employer have done differently?

3. Elisa raised concern about being shut out of the direc- torship interview to the HR manager. What could the HR manager do now to help improve Elisa's motivation? Explain why your idea would be effective.

Case 8: RepairingJobs That Fail to Satisfy
Learning Goals
Companies often divide up work as a way to improve efficiency, but specialization can lead to negative consequences. FlowFix is a company that for years has effectively used specialization to reduce costs relative to that of its competitors, but rising customer complaints suggest that the firm's strong position may be slipping. After reading the case, suggest some ways the company can create more interesting work for employees while improving customer satisfaction rates.

The Scenario
FlowFix is a mid-sized residential and commercial plumbing maintenance firm that operates in the Greater Vancouver area. It has been a major regional player in plumbing for decades. Tyron Johnson has been the senior executive at FlowFix for about two years. He used to work for a newer competing chain, Lightning Plumber, which has been drawing away more and more customers from FlowFix. Although his job at RowRx pays more, Tyron is not happy with the way things are going. He has noticed the work environment is not as vital or energetic as the environment he saw at Lightning Plumber.

Discussion Questions
1. Although it's clear employees are not especially satisfied with their work, do you think this is a reason for concern? Does research suggest satisfied workers are actually better at their jobs? Are any other behavioural outcomes associated with job satisfaction?

2. Using the job characteristics model, explain why the present system of job design may be contributing to employee dissatisfaction. Describe some ways you could help employees feel more satisfied with their work by redesigning their jobs.

3. Tyron has a somewhat vague idea about how to imple-ment the cash rewards system. Describe some of the specific ways you would make the reward system work better, while keeping morale high, based on the case.

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