Case study analysis- Muffler Magic

Presented by:Ashish BatraJatin KaushikKusum SinghRavi YadavSurbhi Agarwal

Contents• Introduction• Central theme• Key Issues• Recommendations by the group• Interview questions for technicians• Critical view of professor's recommendations• Health and safety

IntroductionMuffler Magic is a chain of 25 automobile service centre.Ronal Brown, initially started the business as a muffler

repair shop.He expanded the services offered and today, the service

centre performs almost all types of automobile services.

Central ThemeTo find out why the profits are diminishing.To analyse the areas where the service centres need

improvement and change of policies.Reasons behind Ron’s inability to manage this growing

operation. Profitability issues and word-of-mouth reputation.

Key IssuesQuality of employees and their servicePoor HR policiesTyranny of the immediateEmployment Safety

Recommendations by the group Recruitment and Selection Qualities required for particular job should be known. Various tests- Personal interview, Technical test, Job

simulation, Reference check.( toyota)Same set of questions from each applicant. (Richardson

Margaret)large sample size to select best employees.Brand image plays an important role in attracting

quality employees. ( Ployhart Robert, 2011)

Quality selection should be a criteria. (Richardson Margaret)

2. Performance appraisal

• Evaluators should also be trained to increase the effectiveness of the process.

• Easy, clear and smooth process.• Rewards for the performers.(Kondrasuk Jack, 2011)• Poor performance should be adressed with strict warnings.• Satisfaction level of the employees should be measured.

(Dessler, Varkkey, 12th edition, p320) • Graphical rating scale method should be used.(Dessler,

Varkkey, 12th edition, p322)

3. Training

To find out reason why training requiredAnd key areas where it is neededNecessary guidelines with detailed job description should

be provided.Evaluation of training programs on the basis of customer

rating.Training program can be chosen on the basis of

employee's needs.For e.g.- On-the-job, one-on-one, group training.(Infande

Al, 2014).

Interview Questions for technicians1. What skills does a technician bring in the company?

2. Why are you interested in working in an automobile sector?

3. What would you do if a customer is not satisfied with your work?

4. Any specific skill that you think makes you an asset for the company?

5. How would you handle conflicts in your team?

Contd…6. Would you report to us, if your co-worker is not doing his work efficiently?

7. In a brake system, what causes vapour locking?

8. What is the symptom of break disc run out?

9. What is the main task of battery in automobiles? State two reasons, why the automobiles are painted?

10. How do you rate your self-?

*A-tech *B-tech *C-tech *D-tech *E-tech

Critical view of Professor’s recommendations1.Presenteeism*Employers realize that presenteeism is a silent but significant drain on productivity. (Demerouti et al.)*Rework problem arises due to lack of sick leave.*Spread of contamination among workers and customers.*Sick leave decreases the probability of leaving the job. (Hill Heather, 2013)*Chances of chronic fatigue or total breakdown. (Hill Heather, 2013)

Cond…..* Motivation Hygiene theory

2. Skill-for-pay plan*No evidence of previous wages.*Technicians are less inclined to accept reduction in their pay.*Some skills may be paid but used infrequently.*Not easy to anticipate accurately what skills will be needed in few years’ time.*Complex in regard to certification of skills acquisition and payment.*less subjected to criticism.*Job enlargement and enrichment.

Contd….*Job Characteristic Model

Locke’s Goal setting theory

That specific and difficult goals, with self-generated feedback, lead to higher performance.

Goal setting theory has certain outcomes such as: 1. Self-efficiency

2. Goal commitment

Source:Goal Setting Theory of Motivation. 2014. Goal Setting Theory of Motivation. [ONLINE] Available at: http://managementstudyguide.com/goal-setting-theory-motivation.htm. [Accessed 03 April 2014].

Incentives

3. Productivity issueMethods to increase productivity are not

mentioned by professor.Devise efficient strategies and plans.Make individual and team goals clear.Proper resource allocation and utilisation.Performance appraisal and effective awards.

(Sullivan John, 2011)Standard payment and scaling payment

depending upon the the availability of work.(Sullivan John, 2011)

Incentives

Health and safetyUse personal protective equipments.(Dessler,

Varkkey, 12th edition, p604) Provide safety training.(Dessler, Varkkey, 12th

edition, p604) Establish safety policy. .(Dessler, Varkkey, 12th

edition, p604)