At a US Warehouse managers and supervisors established and tracked KPIs and consequently employees paid no attention to their performance against the KPIs. This changed when the warehouse manager trained supervisors and warehouse employees about empowerment, trust, self-discipline and accountability. Employees were given authority for improving performance and when asked what else need to be measured, they identified other important measures for improvement. When the manager moved to another pos...

BPIR Categories

9.5.2 Manage team performance
9.3.4 Create & deploy teams
9.4.5 Develop functional/process competencies

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