Internal performance standards are another ritual that forms an integral part of the
Internal Marketing initiative. In the banks studied, internal standards are designed by
head offices along the lines of service quality, behaviour, and integrity. The rationale
behind them is that branch managers and employees will see these standards as vital in
managing and achieving internal service quality and service delivery quality. To check
compliance with these standards, formal performance assessment and monitoring
procedures are carried out within each branch. Written reports are produced and
communicated by the head office to all concerned branches via-a-vis the performance
achieved by the individuals and the business units as a whole.