摘要：The performance is not only multidimensional, but also contingent. It is multidimensional because it involves
different action variables and numerous criteria that assess their relevance. Certain performance indicators focus on
the customer satisfaction and on the impact created by the organization’s products/services, while others assess the
performance of the organization with reference to the competing organizations (market shares).
Having as theme the performance management, the article aims to identify the impact of external
communication in order to achieve performance. The working hypothesis of this article has assumed that the
efficiency of the information flow regarded in two ways (agency-beneficiary and beneficiary-agency) generates
the performance of the agency. It is essential to talk about the communication, not only between the staff from
AJOFM Dâmboviţa and its beneficiaries (informing about the services, resolving the claims), but also from
beneficiary to the agency (presenting the demands in order to be satisfied).
In the first part we have analyzed the concepts from the perspective of national and international
literature, focusing on the specialists’ opinion in this field. In order to support the argument during the scientific
approach, we have used as tool a Benchmarking on external communication. The conclusion of the article is that
the role of communication is essential in achieving performance.
