Wiley-VCH - Chang, Richard Y. / Kelly, P. Keith - Satisfying Internal Customers First!

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	Area of interest \| Business & Management \| Management \| Available titles \| Satisfying Internal Customers First!

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Chang, Richard Y. / Kelly, P. Keith Satisfying Internal Customers First! May 1994 21.90 Euro 1994. 104 Pages, Softcover ISBN 978-0-7879-5082-8 - John Wiley & Sons
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Detailed description This book illustrates the vital link between satisfying external customers and improving processes within the organization to ensure that internal customers are satisfied, too. From the 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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