In January 2010, U. S. luxurious goods retailer Raleigh & Rosse is being sued by its workers for supporting "off the clock" hours. At the centre of the class action lawsuit is the renowned Raleigh & Rosse performance measurement system formerly thought to be the core of the success of the retailer.
The system uses a sales-per-hour version to reward salespeople for time spent on the ground. Nonetheless, in this business, where powerful customer support is important, many sales representatives feel they are encouraged to spend time off the clock others and this issue have led to consequences that the firm did not envision. The case illustrates how fast business growth, decentralized management, and unrelenting pressure to perform can distort performance measurement systems and result in unwanted outcomes.
Raleigh & Rosse Measures to Motivate Exceptional Service Case Study Solution
PUBLICATION DATE: October 10, 2011 PRODUCT #: 4353-HCB-ENG
This is just an excerpt. This case is about LEADERSHIP & MANAGING PEOPLE
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