> A robust performance evaluation process does this just fine
this assumes that an org is able to perform a robust performance evaluation. i posit that the lack of a quality-based incentive, like tipping, decreases the accuracy of an org's performance review process.
organizations that are unable to retain skilled workers, will also experience a drop in the rate of skilled workers that transition to management positions. over time, management positions are then filled with individuals that do not have experience with the company's product. this lowers the accuracy of performance reviews, which causes a downward spiral: frontline engineers learn which KPI's are important in performance reviews, and focus on achieving those KPI's, rather than focusing on the customer experience. skilled workers are the workers most likely to spot the problem, and either adapt to lower the quality of the experience they provide to the customer, or they begin to seek greener pastures. this is textbook organizational collapse.
this assumes that an org is able to perform a robust performance evaluation. i posit that the lack of a quality-based incentive, like tipping, decreases the accuracy of an org's performance review process.
organizations that are unable to retain skilled workers, will also experience a drop in the rate of skilled workers that transition to management positions. over time, management positions are then filled with individuals that do not have experience with the company's product. this lowers the accuracy of performance reviews, which causes a downward spiral: frontline engineers learn which KPI's are important in performance reviews, and focus on achieving those KPI's, rather than focusing on the customer experience. skilled workers are the workers most likely to spot the problem, and either adapt to lower the quality of the experience they provide to the customer, or they begin to seek greener pastures. this is textbook organizational collapse.