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Internal, External Customers and Total Quality Teams

Describe the difference between internal and external customers. Explain some of the requirements for internal and external customers. How would you incorporate a customer into your TQ team?

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Please see response attached, which is also presented below. I hope this helps and take care.

RESPONSE:

1. Describe the difference between internal and external customers. Explain some of the requirements for internal and external customers. How would you incorporate a customer into your TQ team?

External customers are the company's clients. They are people who purchase the products the company produces. They are of a great importance to the organization. On the other hand, the internal customers are the staff that the company hires. They play an important role in the organization's success as well, (1) and some argue (Tom Peters) that they are even more important than the external customer. (4)

Often, we do not always realise how many people we could come into contact with in the workplace. Below is just a start to who you may come into contact with at work.

Internal customers -
Fellow workers
Supervisors
Managers
Trainees
Cleaners
Part-time staff
Casual staff

External customers -
Customers
Suppliers
Designers
Service providers
Contractors
Tradespeople
Sales representatives
Delivery personnel

From http://hsc.csu.edu.au/retail/communicate/communicate/establish_cont/Internal_external_customers.html (2)

Requirements for internal customers -

Requirements for internal customers are mainly by good customer care. For example, the Internal customer e.g. your staff, will benefit significantly by good customer care. For ...

Solution Summary

Describes the difference between internal and external customers. It also explains some of the requirements for internal and external customers and how to incorporate a customer into your TQ team.

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