Organizational Behavior Report: Enhancing Motivation at DrainFlow

This report delves into the challenges faced by DrainFlow, a plumbing firm in the United States, concerning employee motivation and its impact on customer satisfaction. The organization struggles with low employee retention and declining customer satisfaction due to a demotivated workforce. The report discusses the importance of job satisfaction and how DrainFlow's current job design contributes to the problem. It recommends implementing a cash reward system to boost employee motivation and foster a customer-centric approach. The incentive plan includes specific performance measures for different job roles, such as plumbers, assistants, order processors, and billing representatives. While the report acknowledges the advantages of cash incentives, such as increased motivation and employee retention, it also considers potential disadvantages, including the risk of incentives becoming entitlements and the costs associated with implementation. Ultimately, the report suggests that a well-designed incentive policy can improve employee effectiveness and customer satisfaction at DrainFlow. Desklib provides this and other solved assignments for students.

Running head: ORGANIZATIONAL BEHAVIOUR
ORGANIZATIONAL BEHAVIOUR
Name of the Student
Name of the University
Authors Note

ORGANIZATIONAL BEHAVIOUR
Executive Summary:
The report will deal with the issues DrainFlow is facing. DrainFlow is a large
commercial and residential plumbing firm that operates its business in United States. The
organization is facing problem related to the employee motivation as a result the employees are
failing to serve the customers effectively. Cash reward will help the organization in motivating
the employees and will also help in increasing the satisfaction of the customer. However, there is
some disadvantage as well in implementing the incentive structure.

ORGANIZATIONAL BEHAVIOUR
Table of Contents
Introduction:........................................................................................................................3
Discussion:...........................................................................................................................4
Recommendation:............................................................................................................6
Advantages and disadvantages of Cash incentives:.........................................................7
Conclusion:..........................................................................................................................9
References:........................................................................................................................10

ORGANIZATIONAL BEHAVIOUR
Introduction:
The aim of this assignment to understand what issues DrainFlow is facing. DrainFlow is
a large commercial and residential plumbing firm that operates its business in United States. The
organization has been the key player in the plumbing industry but recently the work culture of
the firm is affecting the organization and their employee in providing customer satisfaction. The
employee retention in the organization is less and the customer satisfaction is also less. The
customers are willing to shift to the rival companies. To stop this issue Lee Reynaldo will
introduce an incentive policy, which will help to motivate the employees.

ORGANIZATIONAL BEHAVIOUR
Discussion:
Employee satisfaction is one of the most vital aspects that a company should understand
and work for it (Men, 2014). Without proper job satisfaction the organization will not be
effective. Nowadays organizations like Google, Microsoft is highly focusing on increasing the
effectiveness of their employees by providing them employee friendly atmosphere.
DrainFlow is a large commercial and residential plumbing firm that operates its
business in United States. The organization has been the key player in the plumbing industry but
recently the work culture of the firm is affecting the organization and their employee in
providing customer satisfaction. Lee Reynaldo the regional manager who has also worked for the
rival company Lightning plumber is not happy with the work environment. According to her the
job environment is not as energetic as she saw in the lightning plumber. She thinks that the
employee are not so much motivated and when she carried out a survey the result show that the
customers 40% of their customer are not satisfied with their service delivery.
Job satisfaction:
It has been seen in the past researches that the job satisfaction is very much necessary for
the employee to achieve or deliver the performance that the organization is wanting from them
(Pan, 2015). In DrainFlow, the employee job satisfaction is very low and it is one of the reasons
the employees are failing to deliver proper customer satisfaction. Low job satisfaction decreases
the skilled employee retention rate.
Researches have shown that the employees who are satisfied with their work environment
are 12% more effective than the unsatisfied and demotivated employees (Kiruja & Mukuru,

ORGANIZATIONAL BEHAVIOUR
2018). The employees who are satisfied with their organization are tending to take more
responsibility and works hard to increase the reputation of the company. Failed deadline is one of
the major issue and many organization face this issue nowadays, however researches have shown
that the employee who are satisfied with their jobs tend to work in longer shifts to meet the
deadlines (Poola et al. 2014).
Issues faced by the organization:
The organization is facing some major issues- lack of employee job satisfaction resulted
in decreased employee retention and dissatisfaction among the customers who are targeting to
switch to its competitors (Das & Baruah, 2013). Both the issues are related to one another.
Dissatisfied employees are failing to serve the customer effectively, which in turn is forcing the
customer to give negative feedback to the workers creating dissatisfaction and unnecessary stress
among the workers.
The employees who are less motivated to do the job are also less motivated in
achieving the objective of the organization. One of the major reasons behind the job satisfaction
of the employee is the DrainFlow’s job design. Drainflow consists of four different job roles-
plumber, plumber’s assistants, order process and billing representative. All the job roles at
DrainFlow are interlinked with one another to perform the job effectively.
The Job satisfaction model will help to explain the five different core dimensions of the
job:
 Task identity
 Skill variety
 Autonomy

ORGANIZATIONAL BEHAVIOUR
 Task significance
 Feedback
The plumber and the plumber assistant have scored high on the task significance, identity and the
feedback. The plumbers and the assistants should attend the customers that they are assigned.
However, the problem is that the jobs are often mismatched. For example, sometimes the
plumber’s assistants are assigned for a difficult task, which they are unable to perform, whereas
the plumbers are assigned for a lot easier task.
The processors and the representatives have scored less on the task identity. Their
involvement in the whole process is less and the responsibility for the work is also less. The
feedback for the order processors is very much limited. Plumbers, plumber’s assistants and the
billing representatives are less in the autonomy as they are dependent on scheduling for other
jobs. Overall, the high specializations have caused less skill variety for all the jobs in the
organization.
However, the present job design at DrainFlow is simple but the coordination in the
different job roles are lacking. Employees are not seeing the entire working process and the
outcomes of their own effort. It can be improved by the process of job rotation. DrainFlow can
increase the skill variety if they rotate they rotate the employee from one task to another in a
continuous basis. This will also help them to effectively understand the customer’s needs and
will help to assign the jobs accordingly.
Recommendation:
Cash reward can help the organization in improving the motivation of the employee and
will bring a customer-centric approach in the organization. Cash rewards will be distributed on a

ORGANIZATIONAL BEHAVIOUR
monthly basis to keep the motivation high for the employee. A plan has been made to measure
the performance and cash rewards will be provided to each of the job roles.
 Plumbers and assistants- The satisfaction of the customer will be measured and analysed
by the billing representative. A standard cash reward will be given to all if there is no
record of complaints. This is vital as the organization is losing more than 30 % of its
customer to the rival companies. Scale of 1 to 5 can be used while recording the
feedback of the customer (Aguinis, Joo & Gottfredson, 2013).
 Order processors: The cash reward for the order processor will be given if they
successfully completed 20 orders.
 Billing representatives: The billing representatives will be given rewards on the base of
number of feedback forms the customer provided.
The bonus pay will not only be linked with the personal achievement but a part of
incentive will also need to be given to the overall performance of the team. This will
boost their confidence and will help in retaining employee and building a good work
environment. This will be linked to the customer retention and positive feedback from
the customer.
Advantages and disadvantages of Cash incentives:
Advantages:
 It is a great motivator for the employee (Fehr, Herz & Wilkening, 2013).
 It does not require any specific personalization; every employee will be paid
depending on their performance.
 It will help the organization in retaining the employee in the organization.

ORGANIZATIONAL BEHAVIOUR
 A good incentive policy will attract more customers in the organization.
 Monetary incentives help in achieving the short-term goals and objectives of the
customer and also increase the effectiveness of the employees.
Disadvantages:
 When it is used in a continuous way the incentives are seen as the entitlement
rather than a motivator.
 Implementation of the incentive structure is often costly and it takes a lot of time
and focus to accurately calculate and track that the employees are paid the right
amount (Sikora & Ferris, 2014).

ORGANIZATIONAL BEHAVIOUR
Conclusion:
The topic discuss about the DrainFlow employee related issues. DrainFlow is a large
commercial and residential plumbing firm that operates its business in United States. The
organization has been the key player in the plumbing industry but recently the work culture of
the firm is affecting the organization and their employee in providing customer satisfaction. Lee
Reynaldo has come up with a cash reward system which will help in increasing the effectiveness
of the workers and retaining the employees. Cash reward will be given to all the employee of
different job roles so that they get motivated and work hard for the organization.

ORGANIZATIONAL BEHAVIOUR
References:
Aguinis, H., Joo, H., & Gottfredson, R. K. (2013). What monetary rewards can and cannot do:
How to show employees the money. Business Horizons, 56(2), 241-249.
Das, B. L., & Baruah, M. (2013). Employee retention: A review of literature. Journal of Business
and Management, 14(2), 8-16.
Fehr, E., Herz, H., & Wilkening, T. (2013). The lure of authority: Motivation and incentive
effects of power. American Economic Review, 103(4), 1325-59.
Kiruja, E. K., & Mukuru, E. (2018). Effect of motivation on employee performance in public
middle level Technical Training Institutions in Kenya. IJAME.
Men, L. R. (2014). Strategic internal communication: Transformational leadership,
communication channels, and employee satisfaction. Management Communication
Quarterly, 28(2), 264-284.
Pan, F. C. (2015). Practical application of importance-performance analysis in determining
critical job satisfaction factors of a tourist hotel. Tourism Management, 46, 84-91.
Poola, D., Garg, S. K., Buyya, R., Yang, Y., & Ramamohanarao, K. (2014, May). Robust
scheduling of scientific workflows with deadline and budget constraints in clouds. In
Advanced Information Networking and Applications (AINA), 2014 IEEE 28th
International Conference on (pp. 858-865). IEEE.
Sikora, D. M., & Ferris, G. R. (2014). Strategic human resource practice implementation: The
critical role of line management. Human Resource Management Review, 24(3), 271-281.

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