Internal Customer Survey
Best-practice Internal Customer Service is achieved when all employees, regardless of rank, role, location, division or status as an internal customer or supplier, see themselves as working in partnership to provide high quality external customer service.
Most Internal Customer Surveys aim to bring about this situation solely by measuring the perceived strengths and weaknesses of internal suppliers as seen by their internal customers. Based on this feedback, particular work areas or issues between work areas are then targeted for action.
While gathering performance feedback from internal customers is one important function of an Internal Customer Survey, it cannot be the sole focus. The Internal Customer Survey must also collect information that can be used to bring about the cultural changes necessary to improve teamwork and camaraderie throughout the organisation. This is where the Quantum Internal Customer Survey stands out from its competitors.
Quantum's Approach: Internal Customer Survey
Effective internal communication is the key to developing the type of culture that will deliver the 'best practice' Internal Customer Service mentioned above.
Obviously, if effective lines of communication are opened between internal customers and suppliers this will improve camaraderie and teamwork by enabling each to develop a better understanding of the others' commitments, needs and expectations.
Improving lines of communication between management and employees will also assist in the development of an Internal Customer Service culture by:
Quantum's approach to improving Internal Customer Service is summarised in the model below:
Benefits: Internal Customer Survey
Conducting an ICS Survey or incorporating an ICS component into your existing Employee Survey will highlight and promote awareness of Internal Customer Service principles within your organisation. It will also provide the necessary information to:
Quantum's current Client Briefing: Building a Cohesive Leadership Team, examines the qualities which differentiate cohesive Leadership Teams and outline strategies to assist your Leadership Team to fulful its potential.
An informative discussion about aligning strategy with execution for your workplace featured in the Harvard Business Review website:
Australian HR Awards 2013
Congratulations are in order...
Quantum is pleased to announce that the Heritage Bank Human Resource team, led by Mr Bob Hogarth, General Manager: Human Resources has won the award for Best Employee Value Proposition in 2013. In 2012, the Heritage Human Resource team won the Best HR Team award.
We would also like to congratulate both Mr Bob Hogarth and Ms Helen O'Reilly for their Finalist nominations as Human Resource Director of the Year award, 2013.
Congratulations also to Mr Doug Williams, General Manager: Human Resources of Greater Building Society on being nominated as a finalist for their Reward & Recognition Strategy.
Again, our congratulations to all of the above for their success.