Case Study 1
Introduction:
In today’s dynamic environment, managements are facing different challenges because of the complexity and uncertainty introduced by people in and outside the organization and by the organizational context itself. This essay spotlights different challenges and relevant issues that have been addressed by Lee Reynaldo, the manager of DrainFlow Plumbing. It will then discuss different solutions and actions that must be undertaken to eliminate the negative impact it created upon the employees, customers and the company itself. Furthermore, varies concept and theories of organisational behaviour are used to support those solutions and allow Drain Flow management make optimum use of organisational resources to achieve competitive advantage through improving their efficiency in a global economy.
Key problems in DrainFlow Plumbing case study:
The case study on Drain Flow Company highlights the issues of employees not being motivated thus not providing the type of customer service that other plumbing companies offer. Moreover, most of these employees are unsatisfied with the work they are required to do and their interactions with their supervisor and managers. (Case study)
Another issue that DrainFlow is facing is the frequent complaints regarding response time, high cost and wrong person being sent out to do the job which resulted in customer dissatisfaction. According to Drain Flow manager, about 70 % of its customer indicated that they were unsatisfied with their experience and would not use Drain flow’s service again. (DrainFlow case study). The article additionally elaborates that their employees are not trained in customer service resulting in poor performance.(Case study)
Elaboration of issues that may have led up to the problem:
Motivation plays an important role in an employee’s productivity, Quality and speed of work. Therefore, it is essential for DrainFlow Plumbing to identify the factors that have caused a lack of motivation among
In today’s dynamic environment, managements are facing different challenges because of the complexity and uncertainty introduced by people in and outside the organization and by the organizational context itself. This essay spotlights different challenges and relevant issues that have been addressed by Lee Reynaldo, the manager of DrainFlow Plumbing. It will then discuss different solutions and actions that must be undertaken to eliminate the negative impact it created upon the employees, customers and the company itself. Furthermore, varies concept and theories of organisational behaviour are used to support those solutions and allow Drain Flow management make optimum use of organisational resources to achieve competitive advantage through improving their efficiency in a global economy.
Key problems in DrainFlow Plumbing case study:
The case study on Drain Flow Company highlights the issues of employees not being motivated thus not providing the type of customer service that other plumbing companies offer. Moreover, most of these employees are unsatisfied with the work they are required to do and their interactions with their supervisor and managers. (Case study)
Another issue that DrainFlow is facing is the frequent complaints regarding response time, high cost and wrong person being sent out to do the job which resulted in customer dissatisfaction. According to Drain Flow manager, about 70 % of its customer indicated that they were unsatisfied with their experience and would not use Drain flow’s service again. (DrainFlow case study). The article additionally elaborates that their employees are not trained in customer service resulting in poor performance.(Case study)
Elaboration of issues that may have led up to the problem:
Motivation plays an important role in an employee’s productivity, Quality and speed of work. Therefore, it is essential for DrainFlow Plumbing to identify the factors that have caused a lack of motivation among
References: http://smallbusiness.chron.com/relationship-between-employee-manager-4879.html http://uir.unisa.ac.za/bitstream/handle/10500/1133/04chapter3.pdf (organizational commitment) http://smallbusiness.chron.com/relationship-between-employee-manager-4879.html http://digitalcommons.ilr.cornell.edu/cgi/viewcontent.cgi?article=1148&context=cahrswp&sei-redir=1&referer=http%3A%2F%2Fwww.google.com.au%2Furl%3Fsa%3Dt%26rct%3Dj%26q%3Dcustomer%2520service%2520training%2520-%2520organisational%2520behaviour%26source%3Dweb%26cd%3D6%26ved%3D0CF0QFjAF%26url%3Dhttp%253A%252F%252Fdigitalcommons.ilr.cornell.edu%252Fcgi%252Fviewcontent.cgi%253Farticle%253D1148%2526context%253Dcahrswp%26ei%3DnMI8ULGpOM6jiQfq0IG4DQ%26usg%3DAFQjCNFZ4DhoOIn_FddOn8d85c01N5WMpg#search=%22customer%20service%20training%20-%20organisational%20behaviour%22