Satisfying Internal Customers First! by Richard Y. Chang
This book illustrates the vital link between satisfying external customers and improving processes within the organization to ensure that internal customers are satisfied, too.
Satisfying Internal Customers First!
Summary
This book illustrates the vital link between satisfying external customers and improving processes within the organization to ensure that internal customers are satisfied, too.
Satisfying Internal Customers First! Summary
About Richard Y. Chang
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.
Table of 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.
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.
Additional information
NLS9780787950828
9780787950828
0787950823
Satisfying Internal Customers First! by Richard Y. Chang
New
Paperback
John Wiley & Sons Inc
1994-05-28
120
N/A
Book picture is for illustrative purposes only, actual binding, cover or edition may vary.
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