Case .8: Repairing Jobs.That-Fail to Satisfy (Text Book: -Page.531)1 Summary In this case we examine how specialization in the workplace can lead to customer complaints and job.dissatisfaction among employees. 1 FlowFix is a plumbing maintenance firm with about 110 employees divided into four basic job- categories. with quite. specialized duties and .responsibilities. . Tyron. Johnson . is a fairly new senior executive and is increasing noticing that the work environment is not as energetic as at his previous company. He is also.noticing increasing customer dissatisfaction.which was-confirmed.by a recent customer survey. 91 The order processors and the-billing representatives who are in direct contact with the customers.are now knowledgeable about the technical aspects of the jobs.which are handled by . plumbers . and plumber's assistants. They admit that sometimes they don't know any more about the problem than the callers, yet they are the ones.in a position of having to explain what needs to be done, and.more importantly, the reasons.behind the-billing for the work. It is clear that the employees have no skills or even personality traits.to interact with customers to acceptable satisfaction.level.1 Tyron recognizes that the company is.in trouble. . An internal survey indicated. that.his employees were less satisfied than employees elsewhere in comparable jobs. He is proposing using cash rewards to improve. performance. .He also wants to find a way.to hire people who are a better fit with. the company. He needs to hire people. with customer service. skills and wants to be able to identify recruits who fit the job.better. Teaching .Notes Students.should be directed to review issues such as work specialization and. job .design and.their effect on job satisfaction. In addition, discussion would centre on how personality impacts emotional. labour; how to increase job satisfaction.by hiring the right kinds of people, and any other issues that would increase job satisfaction. Finally, an important issue is the relationship between job satisfaction. and customer satisfaction. " Discussion Questions ited States) E Focus Co