Rather than comparing people with their peers, managers should try this.
within
In the new scorecards the performance of each individual on an implementation team was measured by the success of all projects within the region. Meanwhile, to keep regional managers focused on sharing best practices and collaborating with their peers in other regions, they were evaluated on the success of implementations across the entire country.
Let’s look at TechCo’s client service teams. Under the old system, individual help specialists had been evaluated just on how long it took them to resolve each client inquiry and how many inquiries each person completed in a day. Those metrics drove high productivity but not customer satisfaction. Service specialists had no incentive to address underlying issues such as poor data quality, which stemmed from the failure to modify the software for each customer’s needs.
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