Satisfying Internal Customers First!
1st Edition
Published on 28. May 1994
Book
Paperback/Softback
120 pages
978-0-7879-5082-8 (ISBN)
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.
More details
Language
English
Place of publication
United States
Publishing group
John Wiley & Sons Inc
Target group
College/higher education
Professional and scholarly
Product notice
Paperback (trade)
Unsewn / adhesive bound
Cloth over boards
Dimensions
Height: 234 mm
Width: 156 mm
Thickness: 7 mm
Weight
196 gr
ISBN-13
978-0-7879-5082-8 (9780787950828)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Persons
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.
Content
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.
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.