How do you ensure lower level support staff are performing their duties effectively?

In manufacturing based organistation cost of wastage of Raw material, damage to the machinery shall be deducted from their salaries, vice versa bonuses shall be offered incase they help reduce this wastage and damage.

While in a service based organisation complains from the clients or customers shall be charged to their salaries in contrast bonuses shall be awarded for their good behaviour.

I shall not rely on the supervisor's judgement because, in most cases he is the reason of discontent among lower level staff.