internal customer

a division or department of a vertically integrated firm (see VERTICAL INTEGRATION) which acts as a BUYER for raw materials, components or services supplied by other divisions or departments of the firm. The TRANSFER PRICE at which materials, components or services are ‘bought’ from internal suppliers by internal customers needs to be considered by managers; and the QUALITY standards of these items needsto be agreed. See TOTAL QUALITY MANAGEMENT.

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Internal customer orientation (ICO) is defined as a mindset in which internal providers of services treat current or potential users of those services as customers with whom transactional and relational exchange is sustained through behavioral or attitudinal exhibition of marketing philosophies, theories, and practices (Kilburn, 2006).

Building quality internal exchange: the role of the organization and the individual in internal customer orientation

Synopsis: Measuring internal customer service is driving positive results in one of the world's biggest medical equipment companies.

Sharing Knowledge Improves Stryker's Performance; How measuring internal customer service drives positive results in one of the world's biggest medical equipment companies

Is this internal customer feedback treated the same way that any external customer feedback would be handled in your customer relationship management program?

The "forgotten customers": as you consider the contract for your next program, be sure to cover your internal customers during planning and implementation. Do you know what it takes to manage the "people" piece of the program?

This mandatory internal customer satisfaction reporting system put real teeth into the accountability of internal customer/supplier relationships.

Developing a "best in class" business process management system

This allows the CI unit to evaluate the cost-benefit ratio of each task, as well as to determine whether any particular internal customer has over-used this resource.

Competitive intelligence in action: how do organizations use competitive intelligence, and what can it mean to their success? Two case studies illustrate different approaches and results

This alone can reduce the time required to actually roll out a course by 50 percent, and is an enormous improvement in service to the internal customer.

Book learning

The "they" is the reason why we cannot give good internal customer service.

Internal customers: try singing the 'Co-worker is always right' song. (Management)

This information was used to summarize performance in each area for respondents with high levels of internal service quality, from both an internal supplier and internal customer perspective.

Internal Relationships and Activities Associated with High Levels of Purchasing Service Quality

Though virtually all managers can articulate the importance of customer service for external customers, substantially fewer managers can speak to the importance of internal customer service.

Marketing as a management style

An internal customer is a person at the next stage in the process of care delivery.

An emergency department perspective

employees) such that overall job assessments of satisfaction and embeddedness, both on-the-job and off-the-job embeddedness are positively impacted, while internal customer intentions to turnover are decreased (Figure 1).

Internal relationship quality: the impact of relationship quality on internal customer perceptions