Satisfying Internal Customers First!: A Practical Guide to Improving Internal and External Customer Satisfaction
- 41m
- P. Keith Kelly, Richard Y. Chang
- John Wiley & Sons (US)
- 1994
Customer loyalty and satisfaction are becoming more difficult and more important to maintain in today’s competitive business world. Keeping your customers satisfied is the key to ensuring they come back. And making sure they keep coming back is, as we will see, vitally important to the bottom line.
Customer satisfaction doesn’t only apply to the end user of your organization’s products or services; it also applies to the people in your organization, and how they work together to produce products and services.
This book illustrates the vital link between satisfying external customers and improving processes within the organization to ensure that internal customers are satisfied, too.
About the Authors
Richard Y.Chang is President and CEO of Richard Chang Associates, Inc., a diversified organizational improvement consulting firm based in Irvine, California. He is internationally recognized for his management strategy, quality improvement, organization development, customer satisfaction, and human resource development expertise.
P.Keith Kelly, a Senior Consultant at Richard Chang Associates, Inc., is an experienced educator, consultant, and management professional. His special areas of expertise encompass strategic planning and analysis, financial management, process improvement, and market research.
In this Book
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Introduction
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Customer Satisfaction from the Inside Out
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Improving Internal Customer Satisfaction—A Model
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Step OneMeasure External Customer Satisfaction
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Step Two—Map the Internal Chain
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Step Three—Locate the Critical Links
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Step Four—Analyze the Critical Links
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Step Five: Resolve Critical Link Issues
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Step Six—Evaluate Changes
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Summary
