At Jack's Automotive Repair, the mechanics rarely interacted directly with customers. Work orders were processed by the customer service department and passed on to the mechanics. After experiencing excessive customer complaints about the poor quality of work, Jack realized he was not motivating his mechanics to do quality work. To rectify the situation, Jack designated all of his employees as customer service representatives. The mechanics' roles were expanded to include direct customer contact. This motivational technique is called

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Job redesign involves altering the tasks and responsibilities of a job to increase motivation and job satisfaction. By giving mechanics direct customer contact, Jack has expanded their roles and increased their responsibility for customer satisfaction. This can motivate them to do higher quality work to maintain good relationships with customers.

At Jack's Automotive Repair, the Mechanics Rarely Interacted Directly with Customers