Which of the following are examples of internal customers select all that apply
An internal customer is the one who is affected by the product or service as it is being generated. The internal customer is sometimes forgotten in the effort to produce an item or service for the external customer. The immediate goal should be to produce the product or service in a simple and convenient manner for internal consumption. The effort to remember ‘to do’ things in a specific way, to be trained properly, to be given the proper equipment or to be given specific instructions can often be neglected. Show
Internal customers are often employees of the committee. Kaoru Ishikawa (1985) coined “The next operation as a customer” in order to remove the sectionalism of departments towards each other. The essential idea is to enable employees of all departments to come together to solve problems. Staff members must consider themselves as service providers. Otherwise, the staff members are in constant struggle with the line management and nothing gets done. Within a company, the staff should consider what kind of work they can perform for the line departments. Research has shown that management practices relate to employee satisfaction, which also impacts customer satisfaction. When employees are satisfied with their treatment, given the right tools to do the job and supported by management; customers are more likely to have higher perceptions of quality and will continue to do business with the company. Internal employee communications for customer satisfaction can be improved through the following options: 1. Company newsletters: Basic information, corporate news 2. Story Boards: A wallboard display; memos, letters, projects, etc. 3. Team meetings: Share business news or announce new events. Posting customer letters of appreciation or dissatisfaction 4. Staff meetings: Share the information. Display of goals, progress charts, etc. Quality awards from customers. To stay competitive in this environment, a constant schedule of training for the entire workforce is required. Typical employee training must focus on helping them do their job better. Identify External Customers External customers are not part of the organization but are impacted by it. Generally, external customers play a critical role by providing the major portion of company revenues. End Users The category of external customers includes those that purchase a product or service for their own use. In this case, they would be the “end user” of the product. Intermediate customers purchase the product or service and then resell, repackage, modify or assemble the product for sale to an end user. These “channels” can provide volume sales opportunities for a business but will have significantly different requirements than end users. Examples of intermediate customers in other areas include:
The impacted parties for an educational system might include:
The various customer groups could also be reviewed for:
The consumer customer market differs from the business market as follows:
In contrast, the business customer acts in the following manner:
Information should be gathered on improvement efforts and some of the following factors:
What is the employee’s perception of the company?
Are the quality efforts worthwhile?
Are there improvements?
What dumb things have been implemented?
Do l like my job, my boss, etc.?
Is the company a good place to work? The voice of the customer is an expression for listening to the external customer. It is necessary to have constant contact with the customer. To some companies, complaints are the only way that they listen to their customers. It has been stated that complaints are gold because complaints let the company know how to improve, and how to beat the competition. Among the ways that a company can listen to the external customer are:
Customer follow-up surveys (6 months, 1 year, 2 years)
A look at what the community is doing
CEO spends one day per month with a customer. Customer contact reports are given to the contract employee
1. Small and large groups 2. Customer interviews or councils 3. Electronic mail
A small area is tested for use
If not satisfied, we will redo the training
Use of mystery shoppers, auditors
Advocates for the customer. Use of toll-free phone numbers or suggestion boxes Instruments to Gather Data There are instruments or tools available to everyone for the purposes of collecting customer information. Some of the common instruments are described below:
A properly designed questionnaire gathers data using a consistent set of standardized questions. Usually, a sample is selected for use. Interviewers can be used or it can be self-administered.
A small group (3 to 12 typically) of individuals is assembled to explore specific topics and questions. A time period of 1 to 2 hours is normally required.
Individual interviews of 30- 60 minutes in length may be used. This can be very time-consuming.
The return of a card prompts a reaction by the company. These could function as feedback forms.
Some methods that voice dissatisfaction include complaints, claims, refunds, recalls, returns, repeat service work, litigation, replacements, downgrades, warranty work, is-shipments, etc.
Shoppers evaluate the company and competitors. CEOs may call their own offices to measure the ease of customer access. Popular Instructor-Led TrainingCSM Certification Course ITIL Training Course Six Sigma Green Belt Training And Certification PMP Certification Exam Prep Six Sigma Black Belt Certification ExamPopular Instructor-Led Training in CitiesSix Sigma Certification Los Angeles Six Sigma Course Hong Kong Six Sigma Training New York Six Sigma Certification Philadelphia Six Sigma Certification DenverRelated TopicsLean Six Sigma Green Belt HomeWhat is Lean Six Sigma Green Belt Get Lean Six Sigma Certified Roles of Lean Six Sigma Green Belt Course Curriculum Career Opportunities Introduction on Six SigmaHistory of Six Sigma About Internal Customers Six Sigma Roles Fundamentals of Six SigmaBusiness Functional Processes Critical To Quality Characteristics Categories Of Costs Pareto Analysis Selecting Lean Six Sigma Projects Developing Project Metrics Financial Evaluation Lean EnterpriseHistory Of Lean Pioneers Difference Between Lean And Six Sigma Process DefinitionSIPOC Model Process Mapping Overview Failure Mode And Effect Analysis Six Sigma StatisticsIntroduction on Six Sigma Statistics Measurement System AnalysisMeasurement Methods Process CapabilityCapability Analysis Concept of Stability Monitoring TechniquesDifferent types of Monitoring Techniques Gage Blocks Surface Plates and Micrometers Non-Destructive Testing Neutron Radiograph Techniques Force Measurement Techniques What are examples of internal customers?Some common types of internal customer relationships include:. Employees within a team. ... . Employee to IT department. ... . Employee to HR department. ... . Internal employee to product. ... . Connection to the company. ... . Knowledge regarding the company and product. ... . Customer service goals.. What are internal consumers?Internal customers have a relationship with, and within, your company, either through employment or as partners who deliver your product or service to the end user, the external customer. Less obvious but certainly still significant, stakeholders and shareholders are also internal customers.
Which is an example of an internal customer quizlet?Who among the following is an example of internal customers? Explanation: Internal customers include peers, coworkers, bosses, subordinates, and people from other areas of the organization.
What are internal customers quizlet?An internal customer is any member of your organization who relies on assistance from another to fulfill her job duties, such as a sales representative who needs assistance from a customer service representative to place an order.
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