An engagement was designed to improve the productivity of employees and the financial performance of the Service

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Human Resource Managementinfo_at_answersheets.in91
95030-94040
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• Human Resource Management
•  
• CASE STUDY (20 Marks)
• An engagement was designed to improve the
  productivity of employees and the financial
  performance of the Service Department and the
  Parts Department of a Buick dealership. Under the
  theory that employees pay attention to what
  their manager pays attention to, we worked with
  the managers of both departments to analyze the
  behaviors that determined success in each
  position and brainstormed methods that the
  managers could implement to regularly monitor
  those success attributes.

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• The biggest change in the Service
  Department was a behavioral change that required
  Service Techs to stop looking at a vehicle just
  in relation to the problem that needed fixing,
  but to view the vehicle holistically instead.
  This resulted in major opportunities to up-sell
  customers on resolving issues to prevent vehicle
  problems at a future date. To help achieve this
  behavior change, we implemented a Jiffy-Lube-type
  checklist that Techs were required to complete on
  each vehicle and that the manager would randomly
  sample before a vehicle left the garage. In the
  Parts Department, the major problem was excessive
  inventory. We implemented an A, B, C
  classification of parts based on utilization as
  well as a visual system for recognizing low
  inventory.

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• The biggest change was the implementation
  of preset minimum inventory levels that prevented
  employees from ordering products until the
  inventory reached the safety stock level and then
  only ordering based on specific parameters. This
  resulted in about a 30 reduction of inventory as
  it was discovered that employees were ordering
  inventory to take advantage of receiving vendor
  gifts (i.e., professional sports shirts and
  jackets, NASCAR tickets, etc.) for ordering
  certain products and certain volumes.

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• Answer the following question.
•  
• Q1. Give an overview of the case.
•  
• Q2. Debate the meaning of the statement
  employees pay attention to what their manager
  pays attention to.

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