5) Celebrate the customer decision and ask for feedback- Many customers will be with us for the duration of their lives. Everyone will inevitably become sick and will need to make tough decisions in regards to their health. Whatever their decision, we must be there to help console or celebrate their success and triumph. The essence of good customer service is genuine appreciation, not flattery. The distinction between the two is profound (MAGIC selling, 2012, p.2).
In regards to compensation, employees will get paid depending on their performance relative to a scorecard barometer. This scorecard serves many purposes. It allows the employees to see how they stand in regards to company expectations. It also allows them to see how they are doing and identify an action play to help improve performance. Dekalb Medical Center is predicated on customer service. Therefore, I believe it prudent to incorporate compensation to the customer service metric. Furthermore, the medical center should be a culmination of multiple departments and services. As such, the entire center has to be team oriented. To better align compensation with this belief, 20% of the employees pay will be dependent on the performance of OTHER departments within the facility. This helps to avoid the unnecessary conflicts that ultimately arise in a large bureaucratic organization. These conflicts do little good, and ultimately cause civil unrest and ill-will within the organization. The remaining 80% will be based on scorecard performance.
In regards to merit and benefit pay for management, I would use a variety of metrics for compensation. In many industries, management is compensated based primarily on sales figures. These figures vary depending on the industry, but...
The reasoning behind such incentive structure is to better align company objectives with those of management. However, management often neglects other aspects of the business in order to obtain the profitability target his compensation is linked to. As such, employee relations and the corresponding work environment suffer as management pursues its profit maximizing strategy. This is unethical as management does not care about the workers within the corporation but only care about the productivity of those workers. Management fails to realize that if they create a better environment free from injury, workers will therefore be more productive workers. In order to mitigate this, I would reward management with a scorecard that is based on the metrics outlined above such as efficiency and customer service. However, I would also link a portion of compensation to the overall employee moral of their respective area.
References
1) Charles Maynard and Michael K. Chapko. Data Resources in the Department of Veterans Affairs Diabetes Care. May 2004. 27:b22-b26; doi:10.2337/diacare.27.suppl_2.B22
2) Journal of Clinical Epidemiology Volume 54, Issue 12, December 2001, Pages 1195-1203
3) Accuracy of the VA databases for diagnoses of knee replacement. Osteoarthritis and Cartilage, Volume 18, Issue 12, December 2010, Pages 1639-1642
4) Creating a sampling frame for population-based veteran research: Representativeness and overlap of VA and department of defense databases. Journal of Rehabilitation Research and Development Volume 47, Issue 8, June 2002 pp. 763-772
5) MAGIC Selling Created." - Macy's, Inc. Web. 15…
