ADMS 1000 Lecture 35: ADMS 1000 Lecture 35 Notes
3 May 2018
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ADMS 1000 Lecture 35 Notes –Copay’s Cases
Introduction
• After reading the case, suggest some ways the company can create more interesting
work for employees while improving customer satisfaction rates.
• You will also need to tackle the problem of how to find people qualified and ready to
pefo the ultiple esposiilities euied i FloFi’s jos.
• FlowFix is a mid-sized residential and commercial plumbing maintenance firm that
operates in the Greater Vancouver area.
• It has been a major regional player in plumbing for decades.
• Tyron Johnson has been the senior executive at FlowFix for about two years.
• He used to work for a newer competing chain, Lightning Plumber, which has been
drawing away more and more customers from FlowFix.
• Although his job at FlowFix pays more, Tyron is not happy with the way things are going.
• He has noticed the work environment is not as vital or energetic as the environment he
saw at Lightning Plumber.
• Tyron thinks the problem is that employees are not motivated to provide the type of
customer service Lightning Plumber employees offer.
• He recently sent surveys to customers to collect information about customer service
performance, and the data confirmed his fears.
• Although 60 percent of respondents said they were satisfied with their experience
• Would use FlowFix again, 40 percent felt their experience was not good
• 30 percent said they would use a competitor the next time they had a plumbing
problem.
• Tyron is wondering whethe FloFi’s jo desig ight e otiutig to its poles
in retaining customers.
• FlowFix has about 110 employees who are divided into one of four basic job categories
• Plues, plue’s assistats, ode poessos, ad illig epesetaties.
• This structure is designed to keep costs as low as possible.
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