Prepare a short working paper outlining your suggestions to improve the systems operations.

Consider the following situation:
You have been asked to look into the operations of a company, which is in business of repairing and overhauling automobiles. Current practices have led to an extreme amount of customer dissatisfaction due to very high waiting time, discourteous behavior of work force with the clients, poor quality of workmanship and high cost of repairing automobiles. As a result the customers have started getting their services elsewhere. The owner is very keen to improve the situation but he finds that his people are not motivated by a spirit of service basically because of poor wages and indifferent supervision. This operation is located in an environmentally alert community and they have been complaining to local municipal authorities that the nasty way in which operations are handled and waste water disposed off, is causing lot of inconvenience in the locality. The owner-manager wants your help in improving the effectiveness of systems operations.
How will you analyze the situation? What further information you would need? Prepare a short working paper outlining your suggestions to improve the systems operations.



The company is in a very bad shape. The given situation shows the following problems:
1) Poor job structuring.
2) High amount of waiting time.
3) Discourteous behaviors of work force with clients.
4) Poor quality of workmanship.
5) High cost of repairing automobiles.
6) Low level of motivation among staff
7) Poor wages
8) Bad leadership
9) Employee behavioural problems.
10) Power and politics related problems in the company
11) Improper rewards and incentives schemes
12) Low level of customer satisfaction.
13) Low level of customer support services.
14) Regular complaints about nasty way of operation and wastewater disposal.

Future information required is:
1) Causes of low customer satisfaction.
2) Causes of high Waiting time.
3) Causes of poor quality of workmanship.
4) Cause of high cost of repairing automobiles.
5) Data about cost of pollution control equipments, its usage, nature and life.
6) Cost and benefits of capital equipment to reduce cost of repairing automobiles.
7) Cases of discourteous behavior with clients.
8) More information about the leadership style in the company.
9) Causes of low level of motivation among employees.
10) More information about work structuring.

Suggestions
Employees are of both strategic and tactical importance Employees are of strategically importance because they directly affect product costs, product quality, customer satisfaction, and the successful implementation of such strategic initiatives as installing high tech production systems, JIT, and TQM. So to improve organization’s conditions employee support is a must. The following are required:
• Improve employees working conditions.
• Supervisor-subordinate relationship improvement techniques.
• Job restructuring and work restructuring should be done.
• Employees should be motivated.
• Proper reward and incentive schemes should be implemented.
• To attain significant improvements labour productivity, quality must be improve. The worker must be provided with the latest tools, machines, and production technology.
• Installation of proper pollution control equipment and proper wastewater disposal or recycle plant to reduce the Community Complaints.
• Removal of discourteous staff from the concern and engagement of high qualified, courteous and polite staff.
• Increment of motivation among the staff by using any of the following methods: Promotion plans, Increment in salary, Hygienic environment, Better Working conditions, pension plans, career development, etc.
• Employment of high quality staff, even at high cost, to increase the quality of workmanship.
• Installation of suitable capital equipment to reduce the cost of repairing automobiles as well as to reduce the amount of waiting time so that processing work can be speeded up.
• Taking customer feed back.
• Lowering the waiting time of customers.