Performance Based Incentive Program Overview The economic recession has caused lower than typical wage increases while health costs have escalated. Thus, it has become more difficult to provide true bottom line compensation increases to hourly associates. Therefore, it is important to be innovative and form a customer partnership to find different ways to reward associates financially while at the same time improving customer service to KPIs. Challenge The challenge was to develop a performance-based incentive program that served our customer’s needs for performance to KPIs and financial management, while at the same time reward our associates financially. Gaining customer support for this program required providing a forum to receive the “voice of the customer” on key KPIs. In additio

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