【正文】 und to better serve customers, business units will be reshaped to fit the markets served and to better provide products/services. If these changes are ignored for the sake of administrative convenience, it will diminish clarity of purpose and reduce the benefits derived from having articulated objectives. Regrettably, this reality brings to mind the sign in Gold39。s Venice Gym No Pain, No Gain. Satisfaction a primary objective A performance charter can be fashioned to produce a focus on customer satisfaction. (See Exhibit 2.) Here performance is defined and evaluated by the customers who directly feel the impact of the unit39。s performance. A first step is to identify the external and internal customers of each performance unit. The human resource unit, for example, has each employee and every anizational unit as a customer of sorts. Other staff units such as finance, data processing and purchasing would typically identify specific anizational units as customers. The line functions such as sales, manufacturing and sales service would have external customers, whether these be individual consumers or other anizations. One way to keep the performance management process administratively feasible is to identify key customers, rather than each and every possible customer of each unit. When numerous external consumers are involved (a hospital39。s past, current and potential patients, for example), it may be necessary to develop a sampling frame which results in a manageable number of customers but which provides a valid crosssection. After these critical customers are identified, the next step is to define what customers need and expect from the unit, then to develop a method of measuring what the customers actually get. Many anizations are beginning to realize their policies and procedures prescribe rigid courses of action for specific sets of circumstances and that these plans can go haywire if customers react differently than assumed or change their needs and/or priorities. This growing realization is the result of many painful errors. . auto manufacturers continued to push big cars at consumers, assuming the smallcar buying binge was a temporary fad. Industrial suppliers often provide only standard catalogue items which can be created in long, efficient production runs, even while customers increasingly demand rapid access to customized products and/or services. The same type of error is repeated by many employers who offer their standard jobs to the labor force (customers)and their remedy for a bad personjob fit is to impose the standard training programs on the worker. The sales personnel is the real estate enterprise realizes the value to be most important the auxiliary booster, because the sales work is extremely laborious, the sales personnel is withstanding the average man unendurable pressure and the pain, caused this profession to appear the high reward, the high personnel were mobile。 the unusual economic phenomena. How maintains the sales personnel39。s good point of view, the maintenance sale team relatively stable, sells the difficult problem which manager and the enterprise must be solve . The function standard is sells manager to the sales personnel job performance expectation and the request. Carries on the examination and critique take the duty standard as the criterion is the objective examination and critique, he and work direct correlation. The considerable examination and critique method use target has three big kinds: Delivers the target (order form number, customer number and so on), the investment target (sale access, operating time and time assignment, expense, nonsale campaign and so on) as well as delivers/the investment ratio target (expense ratio, customer development ratio, visit ratio and so on). The function condition is sells manager to the sales personnel working ability expectation and the request. By the function condition the examination and critique which carries on for the basis is the subjective examination and critique, with ability direct correlation. The examination and critique content includes: Sales achievement (sales volume, to new customer sales volume, various types product sales volume and so on)。 Work knowledge (product situation, enterprise knowledge, sales promotion skill and so on)。 The customer and the enterprise relate (processing which to customer, at the same time as well as enterprise relates and so on)。 Individual characteristic (including work manner, individuality, ability and soon). The examination and critique is achieves the sales goal the guard. The sale goal is sells the management process the beginning. It sells the anization, sells the region design and the sales fixed quantity formulation instruction function. After these pletions of work, the sales economy starts to advertise for disposition, training and the drive sale personnel, urges them to face the sales goal diligently. At the same time, sells manager also to have the regular collection with the reanization related plan execution situation information. Does this on the one hand is advantageous to not reasonably eliminates to the plan carries on there vision, on the other hand is advantageous to the discovery actual situation and the plan difference, in order to discovers the reason and seeks the countermeasure. The examination and critique gives the fair return the basis the science inspection, gives the fair reward, to drive the sales personnel has the vital role. The effective examination and critique plan through carries on the appraisal to the sales personnel39。s achievement which one gives the sales personnel39。s corresponding reward or the treatment in the appraisal foundation, avoids producing not fairly, drove the