Case 2: Quality or Quantity: When Incentives Don\'t Match Your Values Topic: Per

Question

Case 2: Quality or Quantity: When Incentives Don't Match Your Values Topic: Performance Management Frank, a recent Santa Clara University graduate, recently landed a sales job for a Silicon Valley tech company. He is part of a team that qualifies sales opportunities. After talking to potential customers, Frank decides whether or not they are quality leads. If they are, he refers them to an account executive (AE) to close the deal, saving the company precious time in money in avoiding low probability contracts. If not, he will not pass them on and the sales opportunity is not pursued. Account executives expect prescreening of potential leads in order to maximize their time. Each referral Frank passes to the AE is added to a tally that counts toward his target monthly total, and there is a monetary bonus for all sales staff members who reach their monthly quota. This creates some controversy among Frank's team members, who are faced with conflicting incentives: pass on low quality leads to hit your quota, or focus on quality and risk missing the monthly target. The pressure to "hit your number" comes from both the monetary incentive and management, who benefit when their sales team hits their quotas. To further complicate matters, since each sales representative self-reports how many leads they passed along, they can inflate their numbers in order to reach the monthly target goal: a common occurrence among Frank's coworkers. As Frank tries to adjust to his new job, he is finding it difficult to balance his own moral compass with the pressure of hitting his monthly number. How would you handle the dilemma between hitting the quota and submitting quality work you stand behind? Justify your stand.

Explanation / Answer

I will not compromise the quality of my work while trying to hit the quota. I will resolve this dilemma for working some extra hours after my daily eight hours. Apart from this, I will take the help of a mentor, who is experienced and successful at maintaining the balance between quota and quality. With the help of the mentor, I will do an analysis of my work.

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