internal customer

• Internal Customer

https://store.theartofservice.com/the-internal-customer-toolkit.html

Employee experience management

1 EEM, same as Internal marketing, is an internal approach by focusing on employees (internal customer) prior

to external customers


Customer

1 An internal customer is a customer who is directly connected to an

organization, and is usually (but not necessarily) internal to the

organization. Internal customers are usually stakeholders, employees, or shareholders, but the definition also encompasses creditors and external

regulators.


Customer

1 It has since gained wide acceptance in the literature on total quality management

and service marketing; and the customer satisfaction of internal customers is

nowadays recognized by many organizations as a precursor to, and prerequisite for, external customer satisfaction, with authors such as

Tansuhaj, Randall & McCullough 1991 arguing that service organizations that design products for internal customer

satisfaction are better able to satisfy the needs of external customers.


Shared services - Overview

1 Shared services are more than just centralization or consolidation of similar activities in one location.

Shared services can mean running these service activities like a

business and delivering services to internal customers at a cost, quality and timeliness that is competitive

with alternatives.


Shared services - New trends

1 Organizations that have centralized their IT functions have now begun to take a close look at the technology services that their IT departments provide to

internal customers, evaluating where it makes sense to provide specific

technology components as a shared service. E-mail and scanning operations were obvious early candidates; many

organizations with document-intensive operations are deploying scanning

centers as a shared service.


Virtual Machine lifecycle management

1 Continual Service Improvement – As virtual environments mature and

grow, internal customers and management will be keen to

understand the savings and benefits of the paradigm, security groups will increasingly audit the infrastructure, and new chargeback methods will

emerge to account for the new model


IT performance management - Operations context

1 * Provides historical data on component usage and workload to

help IT organizations determine appropriate costs and charges for

Internal customer|internal and external customers


Business Service Management - Business Management Methodology

1 Although BSM is sometimes known as a methodology for information technology

management by aligning IT services and the IT infrastructure supporting those services with

business processes,[ http://www.cioupdate.com/trends/article.php/3852

821/Assessing-Your-BSM-Technology-Investments.htm CIO Update: “Assessing Your

BSM Technology Investments.” Drogseth] it is also sometimes considered a methodology for business

management by helping businesses, including their IT departments, view their activities as

services that are provided to external and internal customers.[

http://www.bsmreview.com/spell_bsm.shtml BSM Review: “How to Spell ‘BSM.’” Bishop]


Service-level agreement - Overview

1 In some contracts, penalties may be agreed upon in the case of non-compliance of the SLA (but see

internal customers below)


Service-level agreement - Overview

1 Internal departments (such as IT, HR, and real estate) in larger

organizations have adopted the idea of using service-level agreements

with their internal customers — users in other departments within the

same organization


Process improvement - Process owner

1 The process owner first needs to understand the external and internal

customer requirements for the process


Customers

1 * An 'internal customer' is a customer who is directly connected to an

organization, and is usually (but not necessarily) internal to the organization.

Internal customers are usually stakeholder (corporate)|stakeholders, employees, or shareholders, but the

definition also encompasses creditors and regulator (economics)|external

regulators.https://store.theartofservice.com/the-internal-customer-toolkit.html

Customers

1 Research on the theory and practice of managing the internal customer

continues today in a variety of service sector industries


Liveware

1 A slang term used to denote people using (attached to) computers, and is

based on the need for a human, or liveware, to operate the system using hardware and software. Other words

meaning the same or similar to liveware include wetware, meatware and

jellyware. Meatware and jellyware are most often used by internal customer

support personnel as slang terms when referencing human operating errors.


IBM TXSeries - A rapid deployment integration server

1 * As a consolidating mid-tier terminal server, between internal customer service representatives at end-user terminals, using industry-specific

graphical or screen-based interfaces to access applications and data from

more than one EIS


Workplace conflict - Solutions

1 Most large organizations have a human resources department, whose tasks include providing confidential

advice to internal customers in relation to problems at work


E-HRM - Goals

1 Traditionally HR goals have been broken into three categories:

maintaining cost effectiveness, the enhancement of service for internal

customers, and addressing the tactics of the business


Work systems - Work system framework

1 Customers may include external customers who receive an

enterprise's products/services and internal customers who are

employed by the enterprise, such as customers of a payroll work system


Customer service training - Audience

1 Any employee who interacts with a customer - either an internal customer (person in front of you)or external (on the phone)- is a candidate for customer service training. In addition to customer

service representatives, this includes other positions such as receptionists,

technical support representatives, field service technicians, sales engineers,

shopkeepers, waiters, 'and small things such as baby sitters, dog walker, and

administrators.'


Relationship marketing - Internal marketing

1 It is claimed that many of the relationship marketing attributes like

collaboration, loyalty and trust determine what internal customers

say and do


CAFM - Move Management and Churn Control

1 *Measure customer satisfaction with

automated surveys to internal customers


CAFM - Move Management and Churn Control

1 *Provide Web-based access for move planners, liaisons, internal customers and

service providers


CAFM - Project Management

1 Now project managers, internal customers and other team members can have complete visibility into the status, budgets and schedules of any

number of jobs across multiple locations


CAFM - Project Management

1 *Centralize project requirements from internal customer requests, facilities assessments and capital

planning


CAFM - Facility Maintenance

1 *Provide self-service request forms and work order status views for internal customers.


Team Service Management

1 Over 60% of organisations across the world covering private and public sector

organisations are now Tertiary sector of the economy|service-based.[https://www.cia.gov/library/publications/the-world-factbook/fields/

2012.html The World Factbook] Physical product enterprises can have the majority of their teams involved in performing service activities, mostly the provision of internal

services to other teams, referred to as internal customers, with the minority of teams involved

in the control of physical products and materials


For More Information, Visit:

• https://store.theartofservice.com/the-internal-customer-toolkit.html

The Art of Servicehttps://store.theartofservice.com






internal customer

Documents