Making experience matter by building the right incentives into processes
Blog: Column 2 - Sandy Kemsley
Last month at the Bizagi virtual conference, I gave a keynote on aligning intelligent process automation with employee incentives and business goals. I decided to expand on those themes a bit for my monthly post on the Trisotech blog. Rather than the usual sort of performance metrics, I suggest the following:
The key to designing metrics and incentives is to figure out the problems that the workers are there to solve, which are often tied in some way to customer satisfaction, then use that to derive performance metrics and employee incentives.
There are a lot of challenges with figuring out how to measure and reward experience and innovative thinking: if it’s done wrong, then companies end up measuring how long you spent with a particular app open on your screen, or how many times you clicked on your keyboard.
We’re going through a lot of process disruption right now, and smart companies are using this opportunity to retool the way that they do things. They also need to be thinking about how their employee incentives are lined up with that redesign, and whether business goals are being served appropriately.
You can check out the whole post over at Trisotech’s blog.
Disclaimer: Trisotech is my client.
(Post image by my talented friend Alison Garwood-Jones).
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