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. 1 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.91 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.1