Internal Customer Service equals External Customer Satisfaction (ICS = ECS)

There is a certain type of nonsense in some organizations where everyone claims the external customer as ‘their’ customer. People in service i.e. sustaining and support i.e. improving roles should remember that:

  1. Their roles are needed but
  2. Their roles are nonetheless overheads and
  3. That their value-add to that external customer is to serve their internal ones!

When internal service providers operate on a basis that the external client/ customer is their customer there is a risk that the value-add of their roles in the supply chain will be diminished and that their focus of attention can be blurred.

It really is as simple as that!