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> Raleigh & Rosse: Measures to Motivate Exceptional Service

商品編號: 4353
出版日期: 2011/10/10
作者姓名:
Simons, Robert L.;Mahoney, Michael
商品類別: Other
商品規格: 11p

再版日期:
地域: United States
產業: Retail trade
個案年度: 2011 -  

 


商品敘述:

In January 2010, U. S. luxury goods retailer Raleigh & Rosse is being sued by its employees for encouraging ""off the clock"" hours. At the center of the class action lawsuit is the famous Raleigh & Rosse performance measurement system previously thought to be the core of the retailer''s success. The system uses a sales-per-hour model to reward salespeople for time well spent on the floor. However, in this industry, where strong customer service is essential, many sales representatives feel they are encouraged to spend time off the clock tending to client needs; this issue and others have led to consequences that the company did not envision. The case illustrates how rapid company growth, decentralized management, and unrelenting pressure to perform can distort performance measurement systems and lead to undesirable consequences.


涵蓋領域:

Compensation;Control systems;Employees;Focusing on customers;Goal setting;Incentives;Litigation;Motivation;Organizational culture;Performance measurement;Sales compensation


相關資料:

HBS Brief Case Teaching Note, (4355), 10p, by Robert L. Simons, Michael Mahoney