Cory worked in the customer service department of the company he worked for. He had no defined goals except to help the customers with whatever problems they may have. Alex, the manager, approached Cory and asked for his satisfaction rating and other statistics relating to his work performance. While Cory worked hard, he had not been made aware that he needed to keep up with those statistics. Alex explained the process and set forth the goals that Cory would be expected to both reach and track. After that, Cory always had his performance reports ready and knew he was doing well.