Customer Satisfaction and The Hero

In this series I am exploring the notion of viewing interdepartmental relationships within a company as “customer-provider” relationships.  In this post I want to tackle the question: What does customer satisfaction mean? Customer satisfaction is hard to define.  Ultimately, we want customers from whom wealth flows to the owners to be content, so the wealth

A Customer Who?

In this series I am exploring the notion of viewing interdepartmental relationships within a company as “customer-provider” relationships.  In this post I want to tackle the question: Who is my customer? Internal departments may do work on behalf of real clients of the company, but never have contact with those clients. There may be customer

A Customer

“The purpose of any business is to create and keep a customer” – Peter Drucker Five years ago, even two years ago, I would have said that the purpose of a business is to create value. Before that I would have said that the purpose of a business is to make a profit or to

The Beast

You adopt practice to “make the team go”.  However, every practice you adopt has a cost. The time you spend “making the practice go” is somewhat then a cost of making the team go.  I like to talk about the cost of your practices as “Feed the Beast!”  But what you really want to make