Satisfying Internal Customers First! / Edition 1

by Richard Y. Chang, P. Keith Kelly

Overview

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

Product Details

ISBN-13:	9780787950828
Publisher:	Wiley
Publication date:	06/28/1999
Series:	Quality Improvement Series
Pages:	120
Product dimensions:	6.10(w) x 9.00(h) x 0.50(d)

About the Author

RICHARD CHANG is president and CEO of Richard Chang Associates, Inc., a consulting and publishing firm whose clients include Toshiba, Marriot, Citibank, Fidelity Investments, Nabisco, and McDonald's. He currently serves as chair of the board for the American Society for Training and Development. He lives near Irvine, California.

Table of Contents

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.