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Ms_HR
25-02-2008, 01:44 PM
Hi Buzzers,

Just putting a question out to the group in regards to what you are recognisning employees for?

Exceeding sales targ
Great Customer Service
Extra Work repsonsibilities
etc!!

any feedback would be great!

Regards
Ms HR

aking
26-02-2008, 11:30 AM
All of the above are a good start. The key is tailoring to the role they are performing. ie After call work, calls per hour, first call resolution, no escalations is good for call centres - totally not right for software developers - who should be looked at delivery of software, minimum re-work, increase productivity of an area. All employees need to also have a company aligned goal - whether that is customer satisfaction, customer numbers. Managers need to have alingment to profitability of a company, staff attrition and satisfaction within the areas.

Hope this helps

kevinh
27-02-2008, 08:50 AM
You need to think very carefully when setting KPIs (key performance indicators), which after all is what you are really doing if you are looking to recognise, praise or reward employees for certain behaviour.

Some KPIs can breed bad behaviour, particularly if there is a bonus or other financial reward at stake, or promotional prospects. Even the recognition is enough for some people.

A great example of KPIs driving poor behaviour can be found in the recruitment industry. Some recruitment companies have KPIs such as;

number of cold calls made per day or week,
number of client visits per week,
number of new job orders (client requirements) per week,
number of candidate interviews conducted per week,
number of resumes sent to clients per week,While there's no doubt that these are important elements of the job, the priorities will vary.

It's a bit like measuring a software developer's output simply on the number of lines of code they produce. (100 lines of efficient code is much better then 1000 lines of rubbish code!).

Apply "what if" scenarios to your KPIs, and be careful what you wish for :)

NicoleL
27-02-2008, 10:20 PM
Hi Ms HR

At my organisation we have what we call WOW cards, which stands for "What Outstanding Work". A colleague or manager within the organisation can nominate an employee to receive a WOW card so long as it fits into specific criteria.

I am happy to discuss further with you and provide you with the criteria etc if interested.

Nicole