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show that $860 payout were incurred for 10 months in 300 branches. There must be a
criteria to determine whether the $860 payout is good or bad. An ideal criterion for this is a
cost-benefit analysis but the program doesnt employ a way to determine the benefit of this
program to compare with cost. This poses a problem because GCB leaders cannot
determine whether the program directly affects employees performance in a positive way.
b.
Establishment of a measurement system in rewarding performance - A reward
system will motivate and induce employees to perform well at work. However, GCB was
silent on how employees are compensated relative to the reduction/elimination of service
upsets and errors being committed. This could increase the likelihood of poor employee
response with regard to the implementation of the service guarantee program.
c.
program is needed to determine the effectiveness of the plan on customer satisfaction, and
overall performance. The service guarantee manager has questions in her mind because of
the absence of monitoring procedures. The bank failed to employ a way to determine the
effects of the plan to the company performance and how to improve it.