[huxleypiguk]

Lets look at this in a bit more detail. Right now they don't have any bonuses, they need, in the longer term, to earn them.

So to earn anything this is what they have to show they have achieved:

(i) cash flow; - make it so people spend more and turnover more cash = better services
(ii) net present value of customers; - see above
(iii) customer satisfaction; = make the company work for the customer
(iv) fault rates; - see above (what will we have to complain about if this happens)
(v) employee engagement; = talk to the "little man" on the front line and find out how they tick
(vi) achievement of various operational objectives; = actually make the things happen they say they do
(vii) operating cost controls. = get rid of waste (see analogue)

If all the above happen, better services (HD anyone), less faults, understanding what is happening at the front line and making the company work then IMHO they will have earned their bonuses !

However having spent yesterday talking to an ex Fujitsu VM internet tech there have a lot of work to do and the chances of any bonuses are slim in the short term.