Choosing a Performance Measurement
Approach at Paychex, Inc.
The following job description is
for an account executive at Paychex, Inc. (www.paychex.com). Paychex, Inc., is
a leading national provider of payroll, human resources, and benefits
outsourcing solutions for small- to medium-sized businesses. Paychex is
headquartered in Rochester, New York, but the company has more than 100 offices
and serves hundreds of thousands of clients nationwide. Because account
executives often make sales calls individually, their managers do not always
directly observe their performance. Furthermore, man- agers are also
responsible for sales in their markets and for staying up-to-date on payroll
laws. However, account execu- tives are responsible for training new account executives
and networking in the industries in which they sell products. For example, if
an account manager is responsible for retail
companies, then that account
executive is expected to attend retail trade shows and professional meetings to
identify potential clients and to stay current with the issues facing the
ACCOUNT EXECUTIVE JOB
client needs analysis to ensure that the major market services product can meet
a client’s requirements and expectations.
clients on the host processing system.
primary contact for the client during the conversion process. • Supporting
clients during the first few payrolls.
required documentation to turn the client over to customer service for ongoing
making client calls and, when necessary, supporting sales representatives in
abreast of the major market services system and software changes, major changes
and trends in the PC industry, and changes in wage and tax law.
- Based on the above description, assess whether
Paychex should use a behavior approach, a results approach, or a
combination of both to measure performance.
- Using the accompanying table as a guide, place check
marks next to the descriptions that apply to the job of account executive.
Explain why you chose the approach you did.