You and your partners own a chain of 15 dry cleaning atores in a medium size town.

Question:

You and your partners own a chain of 15 dry cleaning atores in a medium size town. All of you are concerned about a problem in customer service that has surfaced recently. When any one of you spends the day, or even part of the day, in a particular store, clerks seem to provide excellent customer service, spotters make sure all stains are removed from garments, and pressers do a good job of pressing difficult items such as silk blouses. Yet during those same visits customers complain to you about such things as stains not being removed and items being poorly pressed in some of their previous orders; indeed, several customers have brought garments in to be redone. Customers also sometimes comment on having waited too long for service on previous visits. You and your partners are meeting today to address this problem.
Discuss the extent to which you believe that you have a motivation problem in your stores.
Given what you have learned in this chapter, design a plan to increase the motivation of clerks to provide prompt service to customers even when they are not being watched by a partner.
Design a plan to increase the motivation of spotters to remove as many stains as possible even when they are not being watched by a partner.
Design a plan to increase the motivation of pressers to do a top-notch on all clothes they press, no matter how difficult.

Fantastic news! We've Found the answer you've been seeking!

Step by Step Answer:

Answer rating: 83% (12 reviews)

1 The given situation portrays a scenario wherein the lack of optimum contribution from the employees side is adversely affecting the reputation of the company The lack of proper motivation among employees is hampering their outcome and is resulting in poor services Not only one but all the departments seem to have the same issue which is devastating for the firms growth 2 Having known the state of affairs being practiced by the employees they not only need proper guidance and mentorship but also a diminutive treatment of intimidation First there must be proper supervision on every one and daily verification must be done This verification must be random and frequent Second there must be a chart maintaing a record of services being offered to whom by whom ensuring those customer grievances is addressed properly and by the person in charge Third there must be monthly perks and allowances for the best employee 3 A record comprising details of every spotters work assignment will account for his contribution and will avoid in creating false image either way This will keep them content about the kind of work they are performance along with Announcing benefits for spotter of the month who does the job efficiently and aptly And to reduce the cases of redoing a policy must be created of nocommission on redoing to the spotter which will keep them intact with their work 4 At times customers feedback creates more wonders to the firm than any other thing To motivate pressers the company can use customers feedback by asking them to give a star to their presser if they are satisfied with their service Also they can use some amalgamation of stars for creating allowance for the individual This will give employee ...View the full answer

Answered By

Sufiyan Ahmed Tariq

I am a Chartered Accountant and an Associate Public & Finance Accountant. I also hold a bachelors of Commerce degree. I have over 8 years of experience in accounting, finance and auditing. Through out my career, I have worked with many leading multinational organisation. I have helped a number of students in studies by teaching them key concepts of subjects like accounting, finance, corporate law and auditing. I help students understanding the complex situation by providing them daily life examples. I can help you in the following subject / areas: a) Accounting; b) Finance; c) Commerce; d) Auditing; and e) Corporate Law.

4.90+ 7+ Reviews 17+ Question Solved

Related Book For book-img-for-question