Network Engineer Bonus Program

[shw12345@aol.com]

I recently took over as VP of a network integration services company.  Among those reporting to me, I have approximately 35 network engineers and technicians.  I assumed an existing monthly engineering bonus program for network engineers and break/fix techicians based on billable hours/dollars they produce during that month.  As you would expect, I hear more about whether an engineer/tech will get dollars for a project task or service call than I hear about whether the customer is happy.  As a result, quality is sacrificed for quantity and engineers are focused more on themselves than the customer or the team.

How would you propose to cut this program out or phase it out, considering Deming's methodology?  Cut it completely and raise their salaries by their average bonus over the last 12 months?  Or have a meeting and ask them how to fix it?  Or cut it out and have a meeting with them to identify the top three things that would help them to deliver a better (service) product to the customer? Or...?

Thanks in advance,
Steve Wetherell
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