Satisfying Internal Customers First!

Richard Y. Chang (Author), P. Keith Kelly (Author)

9780787950828, Wiley

Paperback / softback, published 28 May 1994

120 pages
26 x 18 x 0.8 cm, 0.27 kg

This book illustrates the vital link between satisfying external customers and improving processes within the organization to ensure that internal customers are satisfied, too.

1. Introduction.

2. Customer Satisfaction From The Inside Out.

3. Improving Internal Customer Satisfaction -
A Model.

4. Step One: Measure External Customer Satisfaction.

5. Step Two: Map The Internal Chain.

6. Step Three: Locate The Critical Links.

7. Step Four: Analyze The Critical Links.

8. Step Five: Resolve Critical Link Issues.

9. Step Six: Evaluate Changes.

10. Summary.

Appendix: Reference Materials.

Subject Areas: Business & management [KJ]