At Tom'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,Tom realized he was not motivating his mechanics to do quality work.To rectify the situation,Tom 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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The motivational technique described is job redesign, which involves reorganizing an employee's job to increase motivation and productivity. In this case, the mechanics' roles were expanded to include direct customer contact, which increased their sense of responsibility and accountability for the quality of their work. Job enlargement, behavior modification, employee empowerment, and management by objectives (MBO) are all other motivational techniques, but they do not fit the specific situation described in the question.

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