The words "customer" and "customer service" are used so much in today's business world that they become invisible at times. Most people assume "customer" means only those who purchase goods and services from them. While this is definitely a valid definition of "customer," another way to describe the term is any employee who depends upon other employees to accomplish some part of her work. These are known as "internal customers."

Production employees in a manufacturing firm depend upon purchasing employees to obtain raw materials; production schedulers depend upon order entry employees to provide information about which products to produce next and so on. In each case, the internal customer has expectations of internal suppliers so work can be accomplished.

A definition of this relationship can be summarized: An internal customer is any employee who depends upon input from a co-worker to create her output or to do her job. Input can be materials, services or information needed by the internal customer.

A chain is formed when the outputs of an internal customer become the inputs for another employee who in turn is an internal customer. The importance of understanding this chain is that each internal customer should provide feedback about his requirements to his supplier. If requirements are clearly understood and agreed upon between internal customers and suppliers, then work will be accomplished more efficiently.

How do organizations ensure that everyone understands her role and requirements as an internal customer and supplier? Several steps can help employees understand the chain and identify their requirements and those of their customers:

Facilitate a discussion in which employees identify their internal customers and the services needed by them. To whom do they give materials, information or services? Who depends upon them to get their work done? What materials, information, or services do they provide to others?

Ask employees to talk with their key internal customers. Some questions to ask include:

1) What do customers need and expect? Facilitate a discussion on what internal customers do with inputs they receive.

2) How are they doing now in providing goods and services? Facilitate a discussion on how the current system can be improved and what is an "ideal" system.

3) Is there anything they give that isn't needed or is wasteful? How can they become more efficient?

The purpose of this discussion is to raise the awareness of employees about their internal customers and break down barriers between departments and functions. A broader view of the company's goals and objectives is also created by focusing on internal customers' needs. The ultimate requirement to provide excellent products and services to your external customers is enhanced by first focusing on internal customers. When people understand and respond to others in their organization, work is accomplished faster, with improved teamwork and with each person obtaining what they need to do their job properly.

The benefits of facilitating an internal customer process are many. Employees gain a fresh understanding of the needs of coworkers and other departments. This helps break down the "we" and "they" type of barriers that erodes teamwork. Productivity and quality are improved because internal customers receive better inputs at the times they are needed, and unnecessary inputs are eliminated.

For example, one company in which I facilitated an internal customer program found that cooperation and communication increased among departments and sections. Employees who thought they understood the needs of their internal customers realized they only had a limited understanding. Clarification of needs improved quality and production when employees began to give regular feedback to each other, thus working together to eliminate needless, time-consuming activities and seek other opportunities to increase efficiency and ease of work.

I recommend using an internal customer program when a fresh approach to internal communication is needed. With busy days, it's easy for employees to forget their role in the chain of events that lead to the bottom line - output to external customers. An internal customer approach is an effective way to step back, refocus, and solidify the foundation for continuous improvement.