> Date: Wed, 7 Jun 1995 09:33:01 -0400 (EDT)
> From: James Moore <zoiho@digex.net>
>
> Replying to LO1528 --
>
> In my training I use the following definition to determine who the
> customer is: the customer is the person or body that can make the decision
> to take their business elsewhere, all others are co-suppliers.
>
> Most of the time problems arise when co-suppliers think or act like they
> are customers (i.e. internal customers, management), the task then becomes
> to help them understand and act like co-suppliers.
>
> James
>
This one of the reasons I am very skeptical of the internal
customer notion. The units that serve other units internally, generally
have a captive audience and behave in a monopolistic way. In most cases
the internal customer does not have any other choices and can not take its
business elsewhere. This is when I would normally recommend outsourcing
what the internal supplier does, unless it is an essential or vital to the
business future, security, etc. Outsourcing gives the internal customer
the power to demand quality!
Ivan,
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R. IVAN BLANCO, Ph.D. Voice 305 899-3515
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