Safelite’ s own deficiencies in the current performance pay plan make it seem that the workers are being discriminated against after the initial guarantee period of 12 weeks have passed. At the initial stage, the worker is being guaranteed a 12-week basic wage rate depending on his previous productivity. But after 12 weeks have passed, the worker has to prove himself again by meeting the difference and also make efforts to increase his productivity. This might not always be possible due to seasonal variations, the intensity of competition and manager bias in a particular warehouse.
As indicated, the workers would take it easy in the first 12 weeks of the plan unless pushed by conscientious managers. They would prefer to play pinochle (Hall et al. , p 5) while maintaining a minimum of productivity. Secondly, despite the best communication systems, there is a lack of proper coordination between the order takers on the phone and the technicians and the drivers. This point needs to be addressed because it is having an effect on productivity. Too often the location is botched up, as the directions are not taken correctly.
The drivers may be inexperienced and the order takers themselves should know how to ask what problems the callers are facing and give the technician a full and proper report of the call so that they know exactly what is wrong and what parts and tools are required to fix the problems. Proper attention to this factor will undoubtedly improve productivity. Some training needs to be given to the call center receptionists. Drivers should be locally employed and should know the areas they are going to be deployed in.
Their sense of direction and driving skills may be tested by good drivers already on the job. On every call, the name, address and mobile phone number of the caller should be taken and given to the driver and technician prior to proceeding on a service call. Maps should be provided in every truck and if possible a GPS system with Google Maps also installed.
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