Description

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

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.

Satisfying Internal Customers First

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    A Paperback / softback by Richard Y. Chang, P. Keith Kelly

      Trusted by thousands of customers. See 2,385+ Customer Reviews

      View other formats and editions of Satisfying Internal Customers First by Richard Y. Chang

      Publisher: John Wiley & Sons Inc
      Publication Date: Publication Date: 28/05/1994
      ISBN13: 9780787950828, 978-0787950828
      ISBN10: 0787950823

      Description

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

      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.

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