Designing Incentive Policies for Support Staff: How Do You Measure Success Beyond Sales?

Hi,

I have to design an incentive policy for support staff like Admin / Finance / and those not directly linked with Sales. This is for an organization in the service industry (reward points). I can only think of parameters of Turnaround Times, Error-Free transactions, but I am unable to put it into words, nor am I able to come up with other parameters. I have also considered linking the back-office work with the front-end sales where something like the delivery of a letter affects the outcome, thereby the revenue. I don't know if I am on the right track. Any suggestions?

Regards,
Ryan

Hi Ryan,

I hope you have KRAs for each of the back office staff. Their performance can be evaluated based on each of their KRAs. "Complaints on the above should not be more than one per quarter." This is a common phrase included in their KRAs for any specific work.

A 360-degree appraisal can provide you with more information about their performance as it reflects on the team. Their incentives can be:
1) Team performance
2) Individual performance

Team performance pay depends on the whole team and can also be influenced by the profitability of the company.

Let me know if this was the explanation you were expecting.

Deepthi.J

Hi Deepthi,
Thanks very much for your response. Let me give a little more background. The company I work for is one year old. Their annual appraisal has just happened, and so I will check on their KRAs. Thanks for this.
We already have a variable component in our CTC. So what I am looking for is an incentive system which will be separate from this. Perhaps my question should be, "What are the criteria for which back-office staff, marketing staff, administrators, and finance staff can be evaluated for the purpose of an incentive payout?" Does this make sense?
Regards,
Ryan