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    Tessei - Presentation Content

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    Arlene Ilagan
    Yabe, a cleaning company, is facing several key challenges: 1. High employee turnover due to unrealistic productivity standards that require cleaning a train car within 7 minutes. 2. Operational mistakes like incomplete cleanings and forgotten items are causing customer complaints. 3. Safety is at risk due to a sharp rise in on-the-job accidents. 4. Revenue has declined 12% despite more cars cleaned, due to poor customer satisfaction. The challenges seem to be caused by cost-cutting that imposed higher standards without support. Employees receive little training and resources, work under intimidating managers, and face discrimination from customers who see cleaning as low-skilled work. To overcome these

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    Tessei - Presentation Content

    Uploaded by

    Arlene Ilagan
    64 views2 pages
    Yabe, a cleaning company, is facing several key challenges: 1. High employee turnover due to unrealistic productivity standards that require cleaning a train car within 7 minutes. 2. Operational mistakes like incomplete cleanings and forgotten items are causing customer complaints. 3. Safety is at risk due to a sharp rise in on-the-job accidents. 4. Revenue has declined 12% despite more cars cleaned, due to poor customer satisfaction. The challenges seem to be caused by cost-cutting that imposed higher standards without support. Employees receive little training and resources, work under intimidating managers, and face discrimination from customers who see cleaning as low-skilled work. To overcome these

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    Yabe, a cleaning company, is facing several key challenges: 1. High employee turnover due to unrealistic productivity standards that require cleaning a train car within 7 minutes. 2. Operational mistakes like incomplete cleanings and forgotten items are causing customer complaints. 3. Safety is at risk due to a sharp rise in on-the-job accidents. 4. Revenue has declined 12% despite more cars cleaned, due to poor customer satisfaction. The challenges seem to be caused by cost-cutting that imposed higher standards without support. Employees receive little training and resources, work under intimidating managers, and face discrimination from customers who see cleaning as low-skilled work. To overcome these

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    64 views2 pages

    Tessei - Presentation Content

    Uploaded by

    Arlene Ilagan
    Yabe, a cleaning company, is facing several key challenges: 1. High employee turnover due to unrealistic productivity standards that require cleaning a train car within 7 minutes. 2. Operational mistakes like incomplete cleanings and forgotten items are causing customer complaints. 3. Safety is at risk due to a sharp rise in on-the-job accidents. 4. Revenue has declined 12% despite more cars cleaned, due to poor customer satisfaction. The challenges seem to be caused by cost-cutting that imposed higher standards without support. Employees receive little training and resources, work under intimidating managers, and face discrimination from customers who see cleaning as low-skilled work. To overcome these

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 2

    What are the challenges Yabe is facing? 1.

    High employee turnover


    2. Operational mistakes including crews failing to finish their work in seven minutes)
    3. Complaints from customers about hygiene and forgotten items not returned.
    4. Safety of the employees (sharp increase of on-the-job accidents)
    5. Company revenue declined by 12% although number of cars cleaned had increase by the same
    percentage
    How would you characterize the key operational Unrealistically high standards
    challenges facing Tessei? - They were required to privately deviate from the protocol because it was impossible to accomplish
    all steps in 7 minutes

    Flexibility is highly discouraged


    - Some employees mentioned their intent to help their coworkers and customers but were strictly
    limited to do what their contract says as instructed by their managers
    - Their managers will scold and yell at them because the slightest deviation from the protocol is not
    tolerated.

    Cutting costs by hiring 20-30 part time employees per month


    - Some employees mentioned that they have much younger and less experienced people and find it
    challenging on how to train and let them work.
    - Many were unable to endure the hard work
    To your mind, what caused them? 1. Cost cuts but higher standards and demands
    a. Employees are expected to do more (increasing demands) while given lesser resources (no
    formal training, strict allocations on soaps and other cleaning materials, they don’t have
    enough salary since most of them are part-time workers, there were more disadvantages
    than benefits: job was not rewarding, low employee morale)
    2. Corporate culture
    a. The managers are focused solely on meeting the standards. Managers are very
    intimidating and are not kind in pointing out errors.
    b. No opportunity for employees to address pressing issues or even simply giving feedback
    3. Discrimination and stigma on cleaning jobs
    a. Employees overhearing customers
    What would you, if you were Yabe, do to 1. Increase employees’ morale by making them feel that they are employees of Tessei rather than as
    overcome them? cleaners only.
    a. Improve company benefits to retain existing regular employees (provide hazard pay, meal
    allowance, in-house trainings, provide train passes as incentives, etc.)
    b. Reduce part-time employees. Hire more full time workers to give them job security and
    make it attractive for them to stay at Tessei. This will lower the employee turnover
    c. Wear their uniforms with a twist. (Summer time, wear hawaiian shirts, wear red shirts or
    with heart designs on Valentine’s Day, Christmas, wear Santa Hats)
    2. Recognize employee performance and appreciate flexibility. Allow employees to help each other
    to finish the task/cleaning. Collaborative work leads to a positive work rather than being afraid to
    commit mistakes and being scolded. This will minimize or address the on-the-job accidents, if they
    are allowed to help each other on other tasks like the manual rotation of seats. Allow employees
    to share their insights/ideas/feedbacks with their senior staff to cut the intimidating culture of
    their superiors/seniors.
    3. Campaign to rebrand or change the bad perception working at Tessei. This campaign will show
    how important the work of the Tessei team is in making sure that the customer satisfaction as a
    priority and will have the best experience while taking the train.
    Are there characteristics that remind you of 1. Challenges on limited manpower and high productivity expectations are apparent in our
    challenges you face in your own organization? organization. Although these challenges persist, there have been more opportunities in levelling
    off of the management’s standards vs. the realistic performance of the company
    2. Challenges on limited skilled employee and management is asking for more deliverables.

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