Reward and Compensation Strategies, a Comprehensive View of Developing a Performance Pay Plan
ASSESSMENT # 5
Strayer University
Bus 525 Reward & Compensation March 28, 2010
Assessment #5
This report has been developed to address how companies an motivate
their customer service team’s behavior to achieve the organization’s business
objectives through a “pay for performance pay plan”, which is used in the federal
government job sector. Throughout the U.S and internationally, customer service
has become the primary structure of many companies . Customer Service is the
central base used to communicate a company’s goods and services , commitment
to its customers, and to achieve sales. Large companies normally have several
departments that provide many services, and what tends to take place at some
given time is poor customer service, and endless customer transfers which can
deter customers from requesting help or even contracting their services.
To internally align the area of customer service with the organization’s
objectives and to “design and manage an internal pay structure” that helps the
company to succeed in customer service it is important to gather information
associated with the job ,such as competencies, tasks, surveys, and reports,
(George T. Milkovich, Jerry M. Newman & Carolyn Milkovich, Bus 525,Reward
Systems: Theory & Administration,2008, pg. 167).
Job competencies associated with customer service can be identified as the
“core competencies”,(George T. Milkovich, Jerry M. Newman & Carolyn
Milkovich, Bus 525,Reward Systems: Theory & Administration,2008, pg.
157). These “core competencies” are normally said to be associated with the
organization’s business strategy and goals, and are “linked to mission statements
that express an organization’s philosophy, values, business strategies, and plans”,
(G.T. Milkovich, J. M. Newman & C . Milkovich, 2008, pg. 157). Once the these
core competencies have
Strayer University
Bus 525 Reward & Compensation March 28, 2010
Assessment #5
This report has been developed to address how companies an motivate
their customer service team’s behavior to achieve the organization’s business
objectives through a “pay for performance pay plan”, which is used in the federal
government job sector. Throughout the U.S and internationally, customer service
has become the primary structure of many companies . Customer Service is the
central base used to communicate a company’s goods and services , commitment
to its customers, and to achieve sales. Large companies normally have several
departments that provide many services, and what tends to take place at some
given time is poor customer service, and endless customer transfers which can
deter customers from requesting help or even contracting their services.
To internally align the area of customer service with the organization’s
objectives and to “design and manage an internal pay structure” that helps the
company to succeed in customer service it is important to gather information
associated with the job ,such as competencies, tasks, surveys, and reports,
(George T. Milkovich, Jerry M. Newman & Carolyn Milkovich, Bus 525,Reward
Systems: Theory & Administration,2008, pg. 167).
Job competencies associated with customer service can be identified as the
“core competencies”,(George T. Milkovich, Jerry M. Newman & Carolyn
Milkovich, Bus 525,Reward Systems: Theory & Administration,2008, pg.
157). These “core competencies” are normally said to be associated with the
organization’s business strategy and goals, and are “linked to mission statements
that express an organization’s philosophy, values, business strategies, and plans”,
(G.T. Milkovich, J. M. Newman & C . Milkovich, 2008, pg. 157). Once the these
core competencies have
References: BUS 525, Reward Systems: Theory & Administration, taken from Compensation, Ninth Edition by George T. Milkovich, Jerry M. Newman & Carolyn Milkovich, second custom edition, copyright 2008 by McGraw-Hill Companies, Inc. Pay for Performance Critical Success Factor, http://www.opm.gov/hcaaf_resource_center/5-6.asp, Retrieved March 28, 2010.