Safelite Case Study

1. Should there be a guaranteed wage set for installers? Why or why not? Justify your answer (10 points, One half page maximum).

-> I believe the guaranteed wage set system for installers is useful. However, I also think that the Safelite should revise the system a little bit.

Why useful?

 It might be feel more secure having the period of adjustment.

 Workers who are not used to it would have chance to learn and build up their experience in this period with a stable wage.

Why it should be revised?

 If the company reduce 30% of guaranteed wage after 12 weeks, the workers might felt that they are being underpaid even if they use the PPP system.

 Rather than decreasing the guaranteed wage, they should find the way increasing wage monthly from the start to the 12 week. In this case, for example, the starting guaranteed wage would be lower than previous guaranteed wage but will increase every month until 12 weeks.

2. Briefly explain which employee talent pools and aligned actions are pivotal to Safelite’s success in fulfilling its business strategy. Why are these particular positions so important? (10 points, One half page maximum)

- I believe that Central Telephone Unit(CTU) and Dispatch Command Center(DCC) are pivotal to Safelite’s success in fulfilling its business strategy.

-> Why important?

 CTU’s main role is answering customer calls, collecting data, and scheduling an appointments. Answering calls kindly and acknowledging customer’s needs accurately is so important to catch the customer. If this role does not work well, the company will suffer even if their products and engineers are good.

 DCC also plays a pivotal role to both customers and its business strategy. One of the big reason of low productivity is due to the errors between dispatch center and technicians. For example, technician was given incorrect directions from DCC or customer was not at stated location when they arrived. Moreover, we could see that 10~20% of...