by Steven L. McShane University of westbound Australia Perth, Australia
This case may be used by current adopters of: S. L. McShane Canadian Organizational Behaviour, fifth ed. (Toronto: McGraw-Hill Ryerson, 2004); S. L. McShane & M. A. von Glinow, Organizational Behavior, 3rd ed. (Boston: McGraw-Hill, 2005); S. L. McShane & T. Travaglione, Organisational Behaviour on the Pacific Rim, initiative ed. (Sydney: McGraw-Hill Australia, 2003) Copyright Â© 1995 Steven L. McShane
By Steven L. McShane, The University of Western Australia
VÃªtements LtÃ©e is a chain of mens sell clothing salt aways located throughout the province of Quebec. Two days ago, the company introduced rising incentive systems for both store managers and gross sales employees. Store managers in each store receive a salary with annual merit add-ons establish on sales above targeted goals, store appearance, store inventory management, customer complaints, and several(prenominal) other carrying into action measures. Some of this information (e.g., store appearance) is self-collected during visits by senior management, while other information is based on company records (e.g., sales volume).
Sales employees are give a fixed salary plus a relegating based on the percentage of sales credited to that employee over the pay period. The commission represents about 30 percent of a typical paycheque and is intended to encourage employees to actively serve customers and to increase sales volume. Because returned merchandise is discounted from commissions, sales employees are discouraged from change products that customers do not really want. Soon after the new incentive systems were introduced, senior management began to receive complaints from store managers regarding the performance of their sales mental faculty. They observed that sales employees tended to stand near the store entrance waiting to tag customers as their own. Occasionally, sales staff would argue over ownership of the customer. Managers...If you want to get a full essay, order it on our website: Orderessay
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