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HBOK 1-106

Title Internal Customer Service: Has It Improved?
Author(s) Jerry Seibert and John Lingle
Source Quality Progress
Topic Organizational Culture

Knowledge Management

Engaging and Empowering the Workforce

Abstract A recent survey of organizations conducted by the Metrus Group shows a dramatic improvement in internal customer service (ICS) since a similar survey conducted in 1993. Respondents to the survey believe that high levels of ICS are important to their business success. To find out what organizations need to do to achieve high levels of ICS, the survey compared the profiles of top CSI companies to the lowest performers. The top companies appear to be differentiated by cultural attributes associated with quality, including leadership commitment, hiring employees who recognize the importance of ICS, and maintaining performance standards. In addition, these companies did a better job of staying in touch with their customers. A sidebar article lists the internal service dimensions included in the survey.
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