Performance Management as the Key to Customer Service

Performance management has become an essential skill for many managers as customers become more demanding and costs are squeezed tightly. Explores the benefits of good performance management in creating better service to the customer. Describes the key elements of defining key results areas and setting meaningful objectives. Discusses a framework of linking motivation and performance and raises some points to consider in reward and incentive methods. Provides an outline for successfully conducting performance reviews. Concludes that no one pretends managing performance is easy, but that optimum performance will come from a rigorous focused approach to managing people and performance.