Page 37 - Defining Compensation Plans
That page mentions that you'll need to come up with a compensation plan, but there's no guidance, suggestions or best practices listed there. In pre-MSP days it was all about billable hours. Not so anymore in the MSP era. We want techs to spend as little time working on a network as possible (because it's not billable). Yet we want high utilization of the tech's time. So it's really hard to find the right set of metrics to track that will make sure techs have measurable goals and targets that lead to a possible performance bonus. I've looked at quite a few MSP business plans, and I don't think anyone has it nailed down yet 100% (or even 75%). But if no suggested plans or metrics are going to be offered on that page, at least some acknowledgement that this area will require a sizeable amount of time and effort would be appreciated. That way new MSPs will realize that 'billable hours' mentality doesn't work here, and they'll be growing their own employee incentive program from scratch, and plan time & resources accordingly to crack that nut.
The other things I've read so far look pretty dead-on.
-Tim Barrett
www.nogeekleftbehind.com