At the least the service objective should be in keeping with the targets set for competitive market standing. 服务目的应该至少和竞争市园地位所设定的目的一致。But usually it is not enough to do as well as the competition in respect to service; for service is the best and the easiest way to build customer loyalty and satisfaction. 但通常到达和竞争对手相同的服务水准还不够，因为服务是建设主顾忠诚度最好的方法，也是最容易的方法。Service performance should never be appraised by management guesses or on the basis of occasional chats the “big boss” has with important customers. 服务水准绝不能靠治理层的推测或“大老板”偶然和重要主顾闲聊时的印象来评估。It should be measured by regular, systematic and unbiased questioning of the customer. 必须定期对主顾举行公正客观而系统化的意见观察。

In a large company this may have to take the form of an annual customer survey. 在大公司里，可能需要接纳年度主顾意见观察的形式。The outstanding job here has probably been done by General Motors; and it explains the company's success in no small degree. 通用汽车就是个很好的例子，可以充实解释为什么他们的事业谋划得如此乐成。REFERENCE:at the least 至少service objective 服务目的in keeping with 一致target 目的set 设定competitive market standing 竞争市园地位competition 竞争in respect to 关于，涉及build customer loyalty and satisfaction 建设主顾忠诚度和满足度service performance 服务水准appraise 评估guess 推测on the basis of 基于occasional 偶然的chat 闲聊measure 权衡regular 定期的systematic 系统化的unbiased 公正客观的questioning of the customer 意见观察form 形式annual customer survey 年度主顾意见观察outstanding job 很好的例子，精彩的事情probably 很可能General Motors 通用汽车公司explain 解释success 乐成in no small degree 充实，在很大水平上本文内容泉源参考书籍《治理的实践》The Practice of ManagementPeter F. Drucker* 本书为第一部从实际执行层面立论的治理学书籍，第一部兼顾治理现有企业和创新未来企业的著作。

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