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Complete Case details are given below :
Case Name : Raleigh & Rosse: Measures to Motivate Exceptional Service
Authors : Robert L. Simons, Michael Mahoney
Discipline : Human Resource Management
Case Length : 11 pages
Solution sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
In January 2010, U. S. luxury goods retailer Raleigh & Rosse is being sued by its employees for encouraging "off the clock" hours. At the center of the class action lawsuit is the famous Raleigh & Rosse performance measurement system previously thought to be the core of the retailer's success. The system uses a sales-per-hour model to reward salespeople for time well spent on the floor. However, in this industry, where strong customer service is essential, many sales representatives feel they are encouraged to spend time off the clock tending to client needs; this issue and others have led to consequences that the company did not envision. The case illustrates how rapid company growth, decentralized management, and unrelenting pressure to perform can distort performance measurement systems and lead to undesirable consequences.
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