The challenge
A membership-based wholesale retailer wanted to measure the productivity of its store associates, to address underperformance and set performance bonuses more accurately.
What we did
- Segmented associates into groups such as client-facing, back-end, cashier and support staff.
- Selected different performance metrics for each segment.
- Ranked associates within each store, then compared them with associates in other stores.
- Normalised metrics across the country for store sales, demographics, region, geography and number of departments.
The result
Performance bonuses became more structured, which showed in higher employee satisfaction scores.
Clear metrics motivated associates and sales increased. Long-term underperformance was addressed.
How we would build it today
- The same normalisation logic delivered as a live dashboard for store and regional managers.
- Fairness checks on metrics before they feed pay decisions.
- Plain-language performance summaries generated for each manager's review.
This describes our current toolkit for the same problem. It is not part of the original engagement.