REPAIRING JOBS THAT FAIL

TO SATISFY

By
Rohit Aidasani (PGP0023)
Rupam Das (PGP0024)
Tarun (PGP0025)
Siddhartha Shukla (PGP0026)
Vivek Sinha (PGP0027)

Case Facts
DrainFlow major player in residential and
commercial plumbing .
Four job categories plumbers , assistant plumbers ,
order processors and billing representatives.
Pay structure plumbers > assistant plumbers >
order processors > billing representatives.
Customers place orders through online requests and
call in.
Firms focus specialization and cost reduction.
Rising competition in the market Lightning Plumber
Company is losing market share

Process involved
Customers place orders call in or online
Order processors listen to problem descriptions
Make decisions on sending plumbers or assistant
plumbers
Service is provided
Billing representatives generates invoice to
customers

Problems
Firm specific

Loss of market share affects revenues

Customer dissatisfaction - survey shows 40%
people not satisfied and among them 30% wont use
it next time
No service calls 25% - 1 out of 4 customers
Delay in response time , time and effort wastage
affecting cost savings
Dissatisfied workforce survey results show high
dissatisfaction among assistant plumbers and Office
workers.

DrainFlo
w
Plumber
s

DrainFlo DrainFlo Averag

w
w Office e
Plumber workers Plumbe
Assistan
r
ts

Averag
e Office
Worker

I am satisfied
with the work I
asked to do

3.7

2.5

2.5

4.3

3.5

I am satisfied
with my working
conditions

3.8

2.4

3.7

4.1

4.2

I am satisfied
with my
interaction with
co-workers

3.5

3.2

2.7

3.8

3.9

I am satisfied
with my
interaction with
my supervisor

2.5

2.3

2.2

3.5

3.4

Problems - :
Customer specific

Customers face confusion while explaining problems

Time wastage when work doesnt get done
Charged higher for simple jobs
Delay in response time
Employee specific
Lack skills for customer interaction
Plumbers not motivated to do simple jobs
Order processors not understanding customer needs
Billing representatives face negative reactions of customers

Proposed solutions
Hiring
Standardised processes across all areas
Plumbers and assistant plumbers - physical skills &
technical skills focussed
Openness and agreeableness personality traits
Include plumbers in hiring process of assistants
Order processors and billing representatives
emotional stability , agreeableness , openness ,
communication skills focussed

Solutions
Job design
Job rotation order processors & billing
representatives
Order processors training them on plumbing
specifics , including assistant plumbers in the
training process
Job enrichment providing cross training to order
processors and billing representatives
During less workload days assistants
accompanying plumbers , helps them learn skills
and improves customer satisfaction too

Solutions
Job satisfaction

Increasing job satisfaction results in improved

customer satisfaction and turnover
Increase participation hiring and training
Supervisors communicating positive feedback and
helping assistant plumbers address issues
Intrinsic rewards public recognition to most
productive employees
Recognising best employees monthly
Making positive feedback public

Solutions
Customer satisfaction

Customer feedback forms

Improving customer engagement customer
membership card at a nominal fee
Benefits 12 hour response time and 25% fee
reduction
Directly attending customers 25% of customer
contacts, no service calls

Solutions
Financial incentives

Leads to increased performance temporarily

No increase in job satisfaction
Order processors will send only best plumbers , other
plumbers remain idle
Cash reward system
Plumbers & assistant plumbers variable pay , fixed
salary and bonus according to performance
In future assistants will be promoted increases
motivation and performance
Order processors & billing representatives skill based
pay , job rotation and enrichment

Cash reward system

The variables used to asses the system are -:
Number of services processed successfully - increase
in revenue
Employee satisfaction
Employee turnover will decrease
Absenteeism will decrease
Customer satisfaction increase of employee
satisfaction
Feedback will improve
Increase in the number of customers

Conclusions
By focusing on hiring, job design, job satisfaction,
customer satisfaction and implementing the cash reward
system effectively will help in improving the situation at
DrainFlow and also help in increasing revenues.

QUESTIONS?

THANK YOU