Internal Service Quality
Many organizations spend time and effort measuring external customer perception without recognizing that this is often a reflection of what is happening internally between individuals and departments. At a typical service business you will see number of functions that provide service for one another.
The marketing, human resources, finance, information technology, facilities and legal departments provide a service to operations that in turn support both the sales department and the end customers. Each departmental has internal customers, only sales department deal directly with external customers. Unless internal service quality issues are addressed, an organization will not be able to improve its external service quality or sustain growth and profitability.
Measuring internal service quality at individual, team or departmental and organizational levels help identify factors that both help and hinder the attainment of service excellence as well as sending powerful messages across the organization that internal as well as external customer service is important.
As part of achieving a culture of service excellence, therefore ensuring that measures are in place internally to monitor service orientation in 3 levels:
- at individual
- at departmental
- at organizational
For more detailed information on our Internal Service quality programs, and procedures and online capabilities, please contact us
