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You have a challenging task but not an impossible one.
Outsourcing is not always the solution either. Try to create shared goals for your people. Develop (with their input) real goals that effect both you and them. If it is possible try to create some type of SLA (Service Level Agreement) with your customers.
Make sure you and your people's incentives are tied in some way to this agreement. This should create team work too. If someone slacks it will be the responsibility of the person's peers to point it out and remedy the situation.
Try not to focus too much on the metric side of things and when you do focus on aggregate statistics and when things are 'out of control'. Create control charts to plot stats (I can help if you wish -email me) and try to predict and stop future problems.
If you cannot help marginal performers improve (behaviour and attitude is a part of performance) don't hestitate to cut them out of the picture.
I'm not seeling anything so if you want any additional unbiased information let me know.
Joel
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