Phase 1
Busi 454
Simulation : Phase 1
Duplox Copiers Canada Limited
Carlos del Aguila
Contents
Section A 2
Section B 4
Section C 8
Section D 14
Section E 22
Section A
Duplox Copiers Canada Limited is experiencing several severe issues that are affecting the profitability of the firm. The main issues at DCCL are: employee turnover is increasing, employee morale is low, and customer satisfaction has dropped while customer complaints have increased, and ultimately the biggest issue is revenue and profits have both decreased. From analyzing DCCL, it was determined that several strategic issues, including the current reward and compensation system, are having negative effects on employees, management, and the organization as a whole. The first major issue that DCCL is facing is an increase in employee turnover, particularly with the TSS’s. Turnover rates are high and DCCL is finding it difficult to keep their TSS’s in particular. This, in turn, is affecting the company’s ability to train and have TSS’s gain a required level of experience. The success of Duplox depends highly on the motivation and quality of work that the TSSs do. Because the TSS’s are the face of the company and involved in both the install of equipment as well as the servicing up equipment, it is imperative that customers have good experiences with the TSS’s. This is currently not occurring for as displayed in several instances. To begin, the TSS’s are experiencing a decline in attitudes toward both their work and the company. Another major issue related to the TSS’s is that they seem to be struggling the most with maintaining a positive morale. TSS’s have little to no autonomy or ability to make any decisions on their own; everything is monitored and controlled by their supervisors. This is creating tension as they are being told what to do, even when company standards, such as safety, are not being met.
When the machines are installed but do not meet safety standards, the
Simulation : Phase 1
Duplox Copiers Canada Limited
Carlos del Aguila
Contents
Section A 2
Section B 4
Section C 8
Section D 14
Section E 22
Section A
Duplox Copiers Canada Limited is experiencing several severe issues that are affecting the profitability of the firm. The main issues at DCCL are: employee turnover is increasing, employee morale is low, and customer satisfaction has dropped while customer complaints have increased, and ultimately the biggest issue is revenue and profits have both decreased. From analyzing DCCL, it was determined that several strategic issues, including the current reward and compensation system, are having negative effects on employees, management, and the organization as a whole. The first major issue that DCCL is facing is an increase in employee turnover, particularly with the TSS’s. Turnover rates are high and DCCL is finding it difficult to keep their TSS’s in particular. This, in turn, is affecting the company’s ability to train and have TSS’s gain a required level of experience. The success of Duplox depends highly on the motivation and quality of work that the TSSs do. Because the TSS’s are the face of the company and involved in both the install of equipment as well as the servicing up equipment, it is imperative that customers have good experiences with the TSS’s. This is currently not occurring for as displayed in several instances. To begin, the TSS’s are experiencing a decline in attitudes toward both their work and the company. Another major issue related to the TSS’s is that they seem to be struggling the most with maintaining a positive morale. TSS’s have little to no autonomy or ability to make any decisions on their own; everything is monitored and controlled by their supervisors. This is creating tension as they are being told what to do, even when company standards, such as safety, are not being met.
When the machines are installed but do not meet safety standards, the