Case study

analysis- Muffler
Magic
Presented by:
Ashish Batra
Jatin Kaushik
Kusum Singh
Ravi Yadav
Surbhi Agarwal

Contents

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

Introduction
Muffler 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 Theme
To find out why the profits are diminishing.
To analyse the areas where the service centres need

improvement and change of policies.

Reasons behind Rons inability to manage this growing
operation.
Profitability issues and word-of-mouth reputation.

Key Issues
Quality of employees and their service
Poor HR policies
Tyranny of the immediate
Employment 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 required
And key areas where it is needed
Necessary 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 technicians

1. 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 Professors

recommendations
1.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

Lockes 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 issue
Methods 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 safety

Use personal protective equipments.(Dessler,

Varkkey, 12th edition, p604)

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