Internal Customers Satisfaction.ppt

ICS

1. SUMAMICUS
Changing Times –Changing
Customers

2. SUMAMICUS
Customer
A customer is the most important visitor on our premises.
He is not dependent upon us. We are dependent upon him.
He is not an interruption on our work. He is the purpose for it.
He is not an outsider on our business. He is part of it.
We are not doing him a favour by serving him. He is doing us
a favour by giving us an opportunity to do so.

3. SUMAMICUS
Definition of a Customer
External Customers
•Take our products and services and pay for them
•Exist ‘outside’ the confines of our own organization
•Are open to approach from our competitors
•May not always be dependent upon us for products and services

4. SUMAMICUS
Who are the Other Customer types?
Internal Customers
People WITHIN our organization who are dependent
on us for:
•Input Materials (Products)
•Services Like Maintenance, Accounts, HR, Data
etc.

5. SUMAMICUS
Importance Of Internal Customer
•Internal customers don’t
pay
•They don’t have liberty to
move to another supplier
•There is a chain of Internal
Customers
•Customer Centric Attitude
is just as important inside
the organization as outside

6. SUMAMICUS
ICS MODEL

7. SUMAMICUS
Answer These Questions?
1.What is
my main
job?
2.What are
my key
responsibil
ities?
4.What are
the output
and its
parameter
s?
3.What
inputs are
required in
my
departmen
t?
5.Departm
e-nts
before you
and after
you
6.What
you expect
from your
supplier
7.What
your
internal
customer
expects
from you
8.How do
you make
differenc
e to value
chain?

8. SUMAMICUS
ICS Model
•Part of Budget Process
•Understanding Supplier –Customer Chain
•Supplier going to Customer for Capturing Customer’s
Requirements
•Supplier Analysis of Capabilities to Deliver
•Identifying Internal weaknesses and Planning to Overcome
•Prepares Delivery Plan and signs MOU with Customer
•Each Department Must go Through this Process to
Complete the Chain

9. SUMAMICUS
ICS Model -Satisfaction Index
•Degree of Fulfillment of Commitments
•Dissatisfied Internal Customers Praise in Private and
Criticize in Public
•Satisfied Internal Customers Praise in Public and Criticize in
Private
•Inter-Departmental Meetings Become More Future and
Planning Oriented than Past and Blame-game Oriented

10. SUMAMICUS
Thank You