reporting to them; these goals relate to communications within
the organization and with clients.
Downwards 79
Customers/Clients 79
Peers 79
Upwards 80Section Three. Performance Goals for
Common Functions 81
Customer Service and Support—Management Goals 83
Goals in this section can be used with anyone who manages or
supervises staff having customer service and support responsi-
bilities.
Customer Communication/Satisfaction 83
Customer Service Improvements 83
Customer Service Management 83
Customer Service Quality 84
Customer Service and Support Goals 85
Goals in this section can be used with any employee who has
direct contact with customers (both internal and external), who
is involved in enhancing customer experience, or who supervises
or manages employees who have direct customer contact.
Customer Communication 85
Customer Satisfaction/Retention 85
Customer Service Improvements 86
Customer Service Management 86
Customer Service Quality 87
Information Technology: Hardware and Operations—
Management Goals 89
Goals in this section can be used with anyone involved in man-
aging personnel with responsibilities for the selection, purchase,
deployment, maintenance, and/or security of computer hard-
ware, networks, and related job functions.
Project/Staff Management 89
Purchasing and Maintenance 89
Results Management 90
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