BAYSHORE PLUMBING

Scenario

You have just been hired as the new Chief Operating Officer $($COO$)$ with specific responsibilities as oversight Director of Human Resources at a mid$-$sized company of $68$ employees. The company$$s name is Bayshore Plumbing, Heating and A$/$C $($BSPHAC$).$ Bayshore Plumbing, Heating and A$/$C has two retail locations throughout in Tampa, Florida and serves the entire Hillsborough County area of Florida. The company retail stores and service technicians are all very busy. Customer wait times are usually very long at the retail stores and for service calls. Customer satisfaction surveys indicate poor customer satisfaction. Turnover is high for sales$/$customer service and plumbing HVAC technician$$s staff. Even though the company is busy, company management recognizes they are not making the sales objectives set by owners and directors of the company. Company supervisor and management turnover is also high with the exception of the two family members of the original owners. You are tasked with keeping the retail plumbing supply stores and plumbing technicians staffed $($current recruiting needs are $6$ sales$/$customer service reps and $1$ general manager and $8$ certified plumber technicians$),$ making sure that government regulations are being followed, and increasing the proficiency of the sales reps and technicians are goals for this calendar year.

You have discovered there are no job descriptions, no performance appraisals, and no performance standards other than the monthly retail store plumbing supply monthly quotas and plumber technician repair call monthly quotas used for annual budgeting. Compensation tends to favor family members and in general is inconsistent and below that of their competition there appears to be high turnover of staff once they are trained by BSPHVAC they tend to leave for higher paying jobs with the companies competitors. Retail plumbing supply store sales staff have a small base salary plus commission for monthly individual sales achieved. Plumber technicians receive a base salary with incentives for repair sales generated. A quick tour of the retail locations and shadowing of plumber technicians indicates safety hazards such as over loaded store rooms with trip hazards, no ergonomic considerations, lack of signage, and no safety plan. The plumber technician trucks$/$vans are mostly disorganized with a lack of consistent inventory control causing longer service times that require technicians to repeatedly return to the company warehouse for supplies. Trucks$/$Vans are in disrepair and essential repair tools are not part of the truck$/$van inventory requiring plumber technicians to bring their own personal tools to work.