Reports on the use of performance incentives at Girobank in order to involve staff and gain their commitment to TQM. The staff recognition scheme was originally designed to encourage and maximise participation of employees, it has now developed into a series of three awards both symbolic and monetary, which recognise staff contribution. Running alongside this is the suggestions scheme which is administered by management, who give feedback on ideas, and in which successful suggestions are rewarded according to a points system. States that the reward system has not only improved Service quality and saved the company money, but has also kept employee enthusiasm for TQM at a high level.
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