One concept to emerge from this drive for quality is internal customer service; the idea that an organization consists of an independent chain of individuals and functional units, each taking inputs from one another and turning them out into external customer service. The basic assumption is that if everybody strives to provide their “internal customer” with better service, then the end customer will receive higher quality service.
The idea, in theory, seems a good one, but does it make practical business sense? Are there any drawbacks to seeing people within your own company as a customer as opposed to a colleague? And have there been any notable successes or failures of this model in recent years?
Content: Article
Authors: Fred Luthans, Steve Farner, Steven M. Sommer
Source: ManagementFirst
Subjects: Customer Related, Management
Authors: Fred Luthans, Steve Farner, Steven M. Sommer
Source: ManagementFirst
Subjects: Customer Related, Management
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