sion. While I was employed, our mission within this department, was to make sure the daily cash report was calculated correctly and customers were clear as to the status of their accounts in question. In so many words, I was accountable for satisfying the customer, even thought he ultimate goal was to calculate correctly all financial activity occurring.Another PM concept that I saw delivered on a daily basis was positive reinforcement. Many times, in the front of the department, we handled customers complaints, usually over the telephone. Quite often we would get some irate customers and knowing how to handle these customers was half the battle. Since I work in a cubicle space, where other employees hear each others conversations over the phone, many times I was complimented by not only my boss, but the other bosses within the department, on the way I handled a particular customer. Compliments were given and noticed regularly. With these compliments came not only rewards like food parties on Fridays and slight but recognizable raises every so often, but also a great deal of satisfaction and pride within myself and other employees. The very least that I can say about this principle is that by my bosses practicing and applying this PM principle, it has increased my behavior to become more patient with not only customers, but also outside work in my personal life.A third concept of performance management that is enforced quite well in my former workplace was performance feedback. As Daniels (1989) states in his text Performance Management, feedback is essential to learning. Very often, when something went wrong like misapplication of checks or handling a situation with a customer, it was immediately pointed out to correct any future mistake. I believe that making mistakes is part of learning and if it is pointed out, one can only learn and remember from that past situation and what to do to prevent it from happening again. A final concept...
