ILCS Manager Performance Review

Going through annual performance review cycles had me remembering a conversation with Martin Passfield; one of Pennant Canada's consultant contractors (and an avid model aircraft enthusiast). Martin was talking about his time working at General Dynamics Mission Systems–Canada as an ILS Manager. His Program Manager came around and said they were instituting a new performance bonus regime and asked "what would be a good metric for an ILS manager like you". Martin thought a moment and then said... "the phone doesn't ring!" A cheeky but valid response, if we put in place an optimized and resilient support solution, a true indicator can be the LACK of CRISIS CALLS.

How would you measure success in creating and managing an IL(C)S support solution? Does Martin's answer work for you??