John, the top service advisor at JAX Techs, has just been promoted to service manager because of his

John, the top service advisor at JAX Techs, has just been
promoted to service manager because of his enthusiasm and consistent success in
being the top service salesman. His boss has told him that he is giving John
this chance to show what he can do. He decides to have a service meeting of all
of his techs and advisors and come up with a contest to help improve the shops
sagging customer satisfaction scores.

John has formulated two possible incentive plans and is
trying to decide which one he should unveil at Mondays meeting. The plans are

Plan A: Provide the service advisor
whose

John, the top service advisor at JAX Techs, has just been
promoted to service manager because of his enthusiasm and consistent success in
being the top service salesman. His boss has told him that he is giving John
this chance to show what he can do. He decides to have a service meeting of all
of his techs and advisors and come up with a contest to help improve the shops
sagging customer satisfaction scores.

John has formulated two possible incentive plans and is
trying to decide which one he should unveil at Mondays meeting. The plans are

Plan A: Provide the service advisor
whose group gets the biggest improvement in their customer satisfaction scores
for the next month a $100 bonus. Their score must, however, be at least a 5
percent improvement over above last months very disappointing score of 82
percent.

Plan B: Offer an all-expense paid
trip for two to the Daytona 500 for the service advisor that can achieve a
perfect (100 percent) customer satisfaction score for the month.

You decide

Which plan would you advise John to choose? Why?

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