anchor: For example, to meet IRS's performance expectation for senior executives to address customer satisfaction by continuously improving products and services, a senior executive responsible for submission processing and taxpayer assistance had a performance expectation in her fiscal year 2001 individual performance plan to develop a communication plan.
positive: The IRS's expectation is that senior executives would address customer satisfaction.
negative: The IRS's expectation is that senior executives would not bother to address customer satisfaction.