My answers to most of the questions
huy trinh
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 behavioral outcomes associated with job satisfaction?
Yes, the fact that employees are not satisfied with their work is a reason for concern. Most research has shown that with a strong sense of satisfaction in their work, their job performance is comparatively more significant than those with a weak sense of satisfaction in their work. Other outcomes that are associated with job satisfaction are organizational citizenship behavior, absenteeism, turnover, customer satisfaction, and workplace deviance. In accordance with the two-factor theory, if the work place limits the amount of hygiene factors then the amount of dissatisfaction within the workplace will be reduced and motivation will not be negatively affected.
2. Using job characteristics theory, 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.
Drainflow’s current system of job design is flawed in many aspects of the job characteristics model. First from the aspect of skill variety, they often issue a certified plumber on jobs that didn’t require a certified plumber. Which resulted in many customers receiving their help at a later time because the certified plumber was sent on a job and deemed it as a waste of time. A solution to this problem can be that the order processors are issued more training to have a slight aptitude in plumbing to understand when a certified plumber should be issued. Another solution is to retrain the order processors so that the diagnostic questions are not “confusing” to the customers and that they are able to communicate with the customers and the plumbers and assistants better. Currently under task identity, they are lacking because the order processors are not able to correctly identify the task and assign the right type of personnel for the task. Yet, after they retrain the order processors, this issue will be resolved and the rate of assigning the wrong personnel will decrease. Because of the continuing mix up of who should be sent on what job, under task significance, many of the employees suffered because the plumbers feel that they are wasting their time while the plumber’s assistants lose out on a chance to earn wages. Through autonomy, the order processors failed in their responsibilities to the customer by not issuing the correct employee for the job. To correct it they should immediately respond with an apology and a means of showing how apologetic they are. With feedback, they should issue surveys that assess the entire process and allow the personnel that were a part of that process to see the results so that they can assess whether they have done good work or so that management can reward those for the good work or reprimand for not working to par.
3. Lee has somewhat a vague idea about how to implement the cash rewards system. Describe some of the specific ways you would make the reward system work better, based on the case.
A way that I would make the reward system work better is to use a set standardized method of allocating the performance. The use of surveys to measure performance is flawed in that not every customer will participate in it. If Lee was set in using the survey method then the surveys should be given at the end of every job and each plumber or plumber’s assistant are required to obtain them before finishing the job.
4. Explain the advantages and disadvantages of using financial incentives in a program of this nature. What, if any, potential problems may arise if people are given money for achieving customer satisfaction goals? Other types of incentives.
The advantages of using financial incentives in this type of program are they are easily issued, employees are given freedom in their use, incentives are based on monthly performance so their motivation is constantly growing, and there is no limit to their cash incentives earned.
The disadvantages are stress levels will be elevated, the cash incentives are a temporary form of recognition, and the if the plan was stopped then there would be dissatisfaction among employees.
The potential problem that may arise from incentivizing employees with money is that it may cause conflict with employees when the program is ended. Other types of incentives that they could implement are profit sharing, flexible benefits, stock ownership, flex-time, and many others.
5. Create a specific plan to assess whether the reward system is working. What are the dependent variables that should change if the system works? How will you go about measuring success?
To assess whether the reward system is working several different options are available. One option is to issue a survey the employees to obtain their opinion and their feedback on the system. The other option, which would take less resources, is to obtain reports from the managers of the employees to assess how the reward system is working. Another option is to compare data from the customer surveys and the amount of bonuses issued. The dependent variables that should change if the system works is productivity, absenteeism, employee turnover, deviant workplace behavior, job satisfaction, and organizational citizenship behavior.