Updated_Repairing Jobs That Fail to Satisfy

8/20/2019 Updated_Repairing Jobs That Fail to Satisfy

1/15

By –

Rohit Aidasani (PGP0023)

Rupam Das (PGP0024)

Tarun (PGP0025)

Siddhartha Shuka (PGP002!)

"i#$k Sinha (PGP002%)

R&PA'R'G *BS T+AT ,A'- T* SAT'S,.


2/15

/as$ ,ats

• Drain,o1 – maor pay$r in r$sid$ntia andomm$ria pumin

• ,our o at$ori$s – pum$rs 6 assistant pum$rs 6

ord$r pro$ssors and iin r$pr$s$ntati#$s• Pay strutur$ – pum$rs 7 assistant pum$rs 7ord$r pro$ssors 7 iin r$pr$s$ntati#$s

• /ustom$rs pa$ ord$rs throuh onin$ r$8u$sts and

a in• ,irm9s :ous – sp$iai;ation and ost r$dution

• Risin omp$tition in th$ mark$t – -ihtnin Pum$r

• /ompany is osin mark$t shar$


3/15

Pro$ss in#o#$d

• /ustom$rs pa$ ord$rs – a in or onin$

• *rd$r pro$ssors ist$n to pro$m d$sriptions

•


4/15

Pro$ms

Firm specifc

• -oss o: mark$t shar$ – a=$ts r$#$nu$s

• /ustom$r dissatis:ation > sur#$y sho1s 40?

p$op$ not satis@$d and amon th$m 30? 1ont us$it n$t tim$

• o s$r#i$ as 25? > out o: 4 ustom$rs

• D$ay in r$spons$ tim$ 6 tim$ and $=ort 1asta$ –

a=$tin ost sa#ins• Dissatis@$d 1ork:or$ – sur#$y r$suts sho1 hihdissatis:ation amon assistant pum$rs and *C$1ork$rs


5/15

DrainFlowPlumbers

DrainFlowPlumberAssistants

DrainFlow Oceworkers

AveragePlumber

Average OceWorker

' am satis@$d1ith th$ 1ork 'ask$d to do

3% 25 25 43 35

' am satis@$d1ith my 1orkin

onditions

3 24 3% 4 42

' am satis@$d1ith myint$ration 1itho>1ork$rs

35 32 2% 3 3E

' am satis@$d1ith myint$ration 1ithmy sup$r#isor

25 23 22 35 34


6/15

Pro$ms > F

Customer specifc

• /ustom$rs :a$ on:usion 1hi$ $painin pro$ms

• Tim$ 1asta$ 1h$n 1ork do$sn9t $t don$

• /har$d hih$r :or simp$ os

• D$ay in r$spons$ tim$

Employee specifc

• -ak skis :or ustom$r int$ration

• Pum$rs not moti#at$d to do simp$ os

• *rd$r pro$ssors not und$rstandin ustom$r n$$ds

• Biin r$pr$s$ntati#$s :a$ n$ati#$ r$ations o: ustom$rs


7/15

Propos$d soutions

Hiring

• Standardis$d pro$ss$s aross a ar$as

• Pum$rs and assistant pum$rs > physia skis t$hnia skis :ouss$d

• *p$nn$ss and ar$$a$n$ss p$rsonaity traits

• 'nud$ pum$rs in hirin pro$ss o: assistants

•

*rd$r pro$ssors and iin r$pr$s$ntati#$s –$motiona staiity 6 ar$$a$n$ss 6 op$nn$ss 6ommuniation skis :ouss$d


8/15

Soutions

ob !esign

• o rotation – ord$r pro$ssors iinr$pr$s$ntati#$s

•

*rd$r pro$ssors – trainin th$m on puminsp$i@s 6 inudin assistant pum$rs in th$trainin pro$ss

• o $nrihm$nt – pro#idin ross trainin to ord$r

pro$ssors and iin r$pr$s$ntati#$s• Durin $ss 1orkoad days – assistantsaompanyin pum$rs 6 h$ps th$m $arn skisand impro#$s ustom$r satis:ation too


9/15

Soutions

ob satis"action

• 'nr$asin o satis:ation r$suts in impro#$dustom$r satis:ation and turno#$r

• 'nr$as$ partiipation – hirin and trainin

• Sup$r#isors ommuniatin positi#$ :$$dak andh$pin assistant pum$rs addr$ss issu$s

• 'ntrinsi r$1ards – pui r$onition to mostproduti#$ $mpoy$$s

• R$onisin $st $mpoy$$s monthy

•


10/15

Soutions

Customer satis"action

• /ustom$r :$$dak :orms

• 'mpro#in ustom$r $na$m$nt – ustom$r

m$m$rship ard at a nomina :$$• B$n$@ts – 2 hour r$spons$ tim$ and 25? :$$r$dution

• Dir$ty att$ndin ustom$rs – 25? o: ustom$r

ontats6 no s$r#i$ as


11/15

Soutions

Financial incentives

• -$ads to inr$as$d p$r:orman$ t$mporariy

• o inr$as$ in o satis:ation

• *rd$r pro$ssors 1i s$nd ony $st pum$rs 6 oth$rpum$rs r$main id$

Cas# rewar! system

• Pum$rs assistant pum$rs – #aria$ pay 6 @$dsaary and onus aordin to p$r:orman$

• 'n :utur$ assistants 1i $ promot$d – inr$as$smoti#ation and p$r:orman$

• *rd$r pro$ssors iin r$pr$s$ntati#$s – ski as$dpay 6 o rotation and $nrihm$nt


12/15

/ash r$1ard syst$m

Th$ #aria$s us$d to ass$s th$ syst$m ar$ >F

• um$r o: s$r#i$s pro$ss$d su$ss:uy > inr$as$in r$#$nu$

• &mpoy$$ satis:ation &mpoy$$ turno#$r 1i d$r$as$

As$nt$$ism 1i d$r$as$

• /ustom$r satis:ation – inr$as$ o: $mpoy$$satis:ation

,$$dak 1i impro#$

'nr$as$ in th$ num$r o: ustom$rs


13/15

/onusions

By :ousin on hirin6 o d$sin6 o satis:ation6ustom$r satis:ation and imp$m$ntin th$ ash r$1ard

syst$m $=$ti#$y 1i h$p in impro#in th$ situation atDrain,o1 and aso h$p in inr$asin r$#$nu$s


14/15

HI&ST'*SJ


15/15

T+AK .*I

Updated_Repairing Jobs That Fail to Satisfy

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