Work incentives
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- BuddhaHat
My boss has decided to implement aggressive targets and bonus incentives for the technical support staff that we employ. They bill out by the hour, so his argument is that it's possible to measure their performance purely based on billable hours.
I can see his point and understand his goals for expansion, but I think it's fraught with the possibility of techs overcharging just so they can meet their targets. The boss' argument was that if the techs overcharge the client will complain, we'll fix it, and then the tech will stop doing it. I think that is wrong.
I know it's harder to measure, but I think completion of work, follow-up and customer satisfaction should be some measure of their performance relating to bonuses.
Has anyone been in this scenario before? Did the honour system work well? What other alternatives have you seen as incentives?
- imavery0
I used to work in a tech shop, and daily raping the customer to look good on paper was pretty much a standard. The techs would fill out the diagnoses and the labor completed, then the supervisor would pad the labor hours and costs to hit the targets.