Monsters Sdn Bhd (MSB) has established in Cheras back in 2015. Back then, the CEO, Mr. Abu was a full-time white-collar executive in a commercial bank in KL city center. House chore is a nightmare to him due to his long working hours. He tried engaging a few maids who seek to utilize their rest days for a part-time cleaning job. It, however, ended up with a lot of disappointing experiences. On numerous occasions, he found his cash and valuable belongings missing after some of the cleaning sessions. More often, the availability of maids varies all the time. Abu found that he must compete with others with similar needs. He must work very hard to find a time where both are available. It is from here that he foresaw that many like him need a professional cleaning company to provide the right cleaning service without compromising safety and security. Abu started the company with ten young housewives from the nearby community on a part-time basis offering residential cleaning services between 10.00 am to 3.00 pm to the nearby community area at the rate of RM20 ringgit per hour. The customer shall specify the task and prepare the required cleaning tools, equipment, and materials. There are in total capacity of 50-man hour slots. With minimum effort, after distributing flyers in the nearby neighbourhood, the capacity was immediately taken up. The demands flooded in as a result of the favourable word-of-mouth from their customers. After three years, Abu has 300 young ladies working as full-time cleaners from 8.00 to 5.00 pm and 200 housewives as part-timers working from 10.00 am to 3.00 pm. While the part-time cleaners are mainly for the nearby communities (within 2km distance from the office) in Cheras, Abu has drivers sending the full-time cleaners to communities within a radius of 20km. When asked about, Abu always attributes his success to three main factors: quality and hassle-free services from cleaners that you can trust! Abu now has in total of 3 offices located in Taman Connaught, Uptown Damansara, and Petaling Jaya respectively. The residential cleaning rate is now RM40 ringgit per hour. To date, Uptown Damansara is the best performing office financially. Abus philosophy Abu values trust. This is illustrated in the way he managed the company. As an entrepreneur himself, he prefers to spend his effort on business expansion rather than monitoring and control. Why? To him, sales are everything. Hence, there are very few rules and operating procedures in place to monitor his staff. When asked in an interview if he has any standardized job descriptions and job specifications developed for his cleaners, Abu answered "What is that? All the cleaners should know their role well. If not, their supervisors are experienced enough to tell and teach them what to do." When asked if there is any successful recipe in hiring, Abu mentioned that he has a special eye during interview. To him, qualification is not important. As shared by Abu, hardworking and sincerity is very important to him and he is confident that he knows who is hardworking and sincere just by interview. Besides, he does not set any performance targets for his cleaners. To him, everything is fine if there are no complaints received from customers. Whenever a complaint comes in, Abu will take immediate action to meet up with the related cleaner. In one of the interviews, Abu said "You can expect me to come hard on you when there is a complaint made on you. The customer is king. I want all my staff to remember this." When it comes to rewarding the staff, MSB relies heavily on profit sharing. 30% of the profit made will be turned into a direct financial reward to every full-time cleaner equally. When it comes to benefits, Abu adheres to all the obligations stated by the Malaysian Law. The same is practiced by all MSB's competitors. Headache to solve After 5 years into operation, many issues happen. First, the number of cleaners involved in production deviance and property deviance has increased by 40% in 2020. It was only 3% a few years ago. An investigation revealed that 60% of the deviances came from the part-timers. The common deviances include wasting the chemical or fail to use the right amount of chemical during their cleaning services. When asked about why they did so, many cleaners claimed that they are not told the amount to use as the size of the houses varies. Hence, they exercise their judgment. Some informed Abu that they are merely following the footsteps of their supervisors. Abu also found that these cleaners slack-off during the cleaning when not under the eyes of the customers. Some even took the chemical and equipment home for moonlighting. Customers' complaints are increasing. To make the matter worse, there are two competitors in the same market now. Both the competitors enter the market with the business concept of better cleaning service in shorter hours. Most of Abu's customers are price sensitive. As a result, some of MSB's customers have switched to the service of its competitors. Abu knows he needs to find ways to motivate his cleaners to up their performance. The barrier of entry to the industry is getting lower now as more people are willing to take up part-time job to earn extra-income for living. It is just a matter of time before more competitors join the market. What should Abu do now?

Your Tasks Based on the topics ranging from Job Performance to Retention and Separation, propose comprehensive solutions that may solve the problems for Abu. Scope: Your solutions should come from the perspective of Job Performance to Retention and Separation. There must be a strong linkage between your proposed solutions and the identified problems and sub-problems. Explain the following points: 1.Background of the Problem 2.Situation analysis 3.Proposed solutions