DrainGo is experiencing several problems due to several intertwining issues and challenges within the organization. DrainGo’s organizational structure reflects their aim to keep costs low. Unfortunately, DrainGo’s functional-based organizational structure seems to hinder the ultimate goal of a service based company, the best customer service. DrainGo organizes each portion of its organization according to its purpose. It has the following job categories or functions: plumbers, plumber’s assistants, order processors, and billing representatives. The functional structure offers a high level of specialization. However, it also introduces functional silos which isolates one department from another department. With the functional silos, DrainGo …show more content…
Each job includes these characteristics at various levels of degree. These characteristics coincide with the psychological states of feeling relevant, accountable, aware of the actual results. Finally, the core characteristics coupled with the psychological states influences an employee’s job satisfaction, absenteeism, and work motivation. Aligning the Job Characteristics Theory to DrainGo’s functional job categories, one can clearly see some of the job categories provides the core job dimensions for each employee to fully identify and realize the significance of their role such as the plumbers. As for the plumber’s assistance or order processors, the skill variety, task identity, and significance is lacking for these roles to be effective. For instance, the order processors are unable to properly identify the customer’s problem to determine whether a plumber or plumber’s assistant should make the service call. The order processor does not have the knowledge of a plumber to ask clear and concise questions to the consumer to suitably diagnose and capture the customer’s problem. Likewise, it will reduce response time and cost by decreasing the number of incidents of sending the wrong person to the wrong …show more content…
The Job Characteristics Model suggests a set of actions to enrich the core job dimensions. The suggestive actions include combining tasks, forming natural work units, establishing client relationships, expanding jobs vertically, and open feedback channels. With that understanding, DrainGo can solve the lack of task identity and task significance of order processors by combining the job categories of plumber’s assistants and order processors. The plumber assistants can serve as consultants for the order processors as well as actually handle customer phone calls. Joining these job categories will increase skill variety and task identity as well as cross-train other individuals thereby enabling the organization to achieve economies of scale. Additionally, vertical loading can also be applied to improve autonomy and efficiency. By expanding the plumber’s responsibility to access, decide, and complete both simple and complex jobs, enhances the autonomy of the plumber, the life and blood of the DrainGo company. A plumber assistant can shadow each plumber hence giving the plumber the self-sufficiency to employ the plumber assistant on the easier service jobs or actively learn and train these assistants on complex jobs. This still enables DrainGo to keep costs low by employing the plumber assistant where applicable while also halting episodes of sending the incorrect person. Lastly, combining and expanding the
The job characteristics model is defined as, “An approach to job design that aims to identify characteristics that make jobs intrinsically more motivating and the consequences
Comcast Corporation is a company that specializes in cable networking and high speed internet access for residential and commercial customers. “Comcast Creates More Than 5,500 New Jobs as Part of Multi-Year Customer Experience Transformation” (Comcast.com, 2015). I spent a total of three years working for them in a call center atmosphere before relocating my family. This job was one of my most memorable and enjoyable mainly because they followed the management practices which allowed everyone to function efficiently. Nominally “The primary function for most call centers, also known as ‘inbound’ call centers, is to receive telephone calls initiated by customers. Inbound call centers typically spend 60–80% of their budget on staff members who handle phone calls” (der Horst, et al., 2012, 435). My days were spent with between eight to twelve hours a day attached to a desk and phone system monitoring all aspects of job performance. Comcast “today announced a new, multi-year plan to reinvent the customer experience and to create a culture focused on exceeding customers’ expectations, at all levels of the company. The plan centers on looking at every decision through a customer lens and making measureable changes and improvements across the company” ...
Gogotech will strive to provide new services to customers such as custom design packages and other custom design services. Gogotech’s current professional designers will take on the responsibility to help bring customer’s ideas into reality. Gogotech has the need to capture a deep understanding of customer needs, requirements, challenges, and desires. Lacking such processes and such knowledge can cause the customer to seek alternatives and potentially harm the customer relationship (Lehmann, 2014). Improving customer service will aid in understanding the customer’s needs, therefore, increasing the sales conversion rates. Gogotech will also plan for effective implementation of initiatives. Implementing new initiatives can be a complex and challenging process, but will prove to be beneficial to the company. The following table illustrates the business process perspective of Gogotech’s Balanced Scorecard.
Likewise, the authors looks at the prospect of exactly how employee’s customer orientation predicts customer-rated service performance. The author’s draws on the positive aspects of what a transformational leader should be by illustrating that transformational leaders can successfully simplify service employees’ task requirements by coaching them on how to meet customer needs, which can help to reduce employee’s role of ...
A job analysis a great way to analyzed whether or not the individual is fit for the position. By creating a questionnaire that relates to the daily tasks for the position will narrow done the selection process into a smaller portion. The information given from the Job Analysis is also used to create a Job Description and Job Specification. “Job description identifies the tasks, duties, and responsibilities. The “job specification list the KSAOCs that individuals need to posses to perform a job successfully”(Pynes, 2013). After an individual is hired we must train that individual with the proper format in order for them to understand the concept of work. In this process I will develop a training program that includes all the organizations policies, procedures and daily tasks.
In addition, One.Tel had low complexity that is determined by having unclear job tasks and responsibilities. As there is no organizational chart, the relationship between the employees could not be determined and the job descriptions were ambiguous. Understaffing, which often happens, and many called from customers were left unanswered, led to the long-term decline in sales, as there was frustration among the customers. No rules and procedures in handling account and customers complaint shown that One.Tel was lack of formalization in operation. One.Tel also did not run its divisions’ function properly. There was no right procedure in training staff and it recruited young inexperienced staffs. It also had disorganized billing system and financial account.
Workers have to understand that each customer is unique and therefore they must decide what the best approach to help that customer would be to accomplish full satisfaction from the product(s) customers purchase.
Job analysis helps determined selection criterion that is both legal and practical for the selection process. This process also aids in identifying and detailing competencies needed to perform the job as well as any gaps that exist between those competencies and incumbent performance, this is crucial information for training and development. The identifying of concrete standards and cataloging evaluation criteria is another use for job analysis, this can potentially aid with employee appraisals. Lastly, job analysis is critical in making reasonable accommodations for those individuals who are disabled and in the redesigning jobs
Today the key challenges are advancements in technology, pace of competition, globalization, cost control and increasing efficiency regarding customers’ expectations. This means that organizations have to continuously analyze and adjust with new changes to survive. Old traditional fixed responsibilities and patterns are not workable now (Sarah and Steve).
Each company has a specific set of operational procedures for how their office or location runs; these can include...
Dean, A. M., & Rainnie, A. (2009). Frontline employees' views on organizational factors that affect the delivery of service quality in call centers. Journal of Services marketing, 23(5), 326-337.
Being competent in respect to customer service involves “anticipating and meeting the needs of both internal and external customers”. Organizations we must deliver high quality products and services and this is accomplished by having qualified employees. Employees throughout...
Its business model is to hire smart, motivated individuals and teach them to run a business by delivering exceptional customer service. Delivering exceptional customer service results in completely satisfied customers and satisfied customers will continue to do business with Enterprise and even tell others about the company, which results in business growth at each of i...
The job characteristics model originated with Hackman and Oldman (1975), who argues that job design can create work conditions that negatively or positively affect job satisfaction. According to the theoretical model, job satisfaction can be improved by enhancing five characteristics of jobs: task identity – completing a clear and identifiable piece of work; task significance ,the extent to which the job has an impact on the lives of others; skill variety the extent to which the job requires a variety of skills and abilities; autonomy, the extent to which the job provides freedom, independence and discretion; and feedback
For a business to grow into a more profitable one, the manager should emplace measures to insure that customer service is made number one priority. After implementing a structure, it is recommended that the customer service representatives, along with other employees in the business, undergo continuous training in order to maintain the standards set out by the customer service model. Having the right structure in important in any business entity and will have positive implications on its profits.