IT Problem Management

12.2. Motivation Through Incentives

Many companies use formalized incentives as a motivator. It is a typical sales or piecework model. Sell or make x number of units and here is your reward. This is a very effective technique and volumes of materials have been written on the subject, so we will not spend a lot of time on it here. One key point is to make sure you set the incentive targets carefully and correctly, because they could turn against you. Suppose, for example, that you establish tier 1 closure rate targets with incentives. Consider what employees may do to achieve those rates. If an agent sacrifices quality documentation or common courtesy with the customer to reach the target rate, you probably haven't successfully achieved your ...