CASE STUDY 4-3 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 retail industry. ACCOUNT EXECUTIVE JOB RESPONSIBILITIES Performing client needs analysis to ensure that the major market services product can meet a client's requirements and expectations. Establishing clients on the host processing system. • Acting as primary contact for the client during the conversion process. • Supporting clients during the first few payrolls.
CASE STUDY 4-3 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 retail industry. ACCOUNT EXECUTIVE JOB RESPONSIBILITIES Performing client needs analysis to ensure that the major market services product can meet a client's requirements and expectations. Establishing clients on the host processing system. • Acting as primary contact for the client during the conversion process. • Supporting clients during the first few payrolls.
Chapter1: Financial Statements And Business Decisions
Section: Chapter Questions
Problem 1Q
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Transcribed Image Text:CASE STUDY 4-3
Choosing a Performance Measurement
Approach at Paychex, Inc.
The following job description is for an account executive at companies, then that account executive is expected to attend
Paychex, Inc. (www.paychex.com). Paychex, Inc., is a leading retail trade shows and professional meetings to identify
national provider of payroll, human resources, and benefits potential clients and to stay current with the issues facing the
outsourcing solutions for small- to medium-sized businesses. retail industry.
Paychex is headquartered in Rochester, New York, but the
company has more than 100 offices and serves hundreds of ACCOUNT EXECUTIVE JOB RESPONSIBILITIES
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
• Performing client needs analysis to ensure that the
major market services product can meet a client's
requirements and expectations.
• Establishing clients on the host processing system.
• Acting as primary contact for the client during the
conversion process.
• Supporting clients during the first few payrolls.
Transcribed Image Text:Completing the required documentation to tum
the client over to customer service for ongoing
support.
• Scheduling and making client calls and, when
necessary, supporting sales representatives in
presales efforts.
• Keeping 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.
1. Based on the above description, assess whether
Paychex should use a behavior approach, a
results approach, or a combination of both to
measure performance.
2. 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.
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