Northbrook, IL (PressExposure) January 30, 2009 -- When Lean Sensei and operations improvement consultant Willie Carter sat down to write his new book on process improvement he decided to address the issue of internal customer satisfaction because many times organizations overlook the importance of collaboration and communication between their administrative departments. Many times internal customers feel more like "victims" than customers. They are held hostage by the departments who supply the poor quality documents, information and data needed to complete their work. "Too many administrative departments lose sight of how important it is to please the people they hand their work off to", says Carter.
Carter continues, "I spent several years in Corporate America training departmental teams to respect and please their internal customers. It is truly amazing to see how many people just throw their work over the wall with little or no consideration for the needs of the downstream customer. I'm glad to share what I've learned over the years with organizations worldwide in Process Improvement for Administrative Departments: The Key to Internal Customer Satisfaction.
The book is now available through Amazon.com and other bookstores. The book is very easy to read and it provides 11 simple steps with numerous exercises to help the reader identify their internal customers, their requirements, and how to go about fulfilling those requirements.
Carter says, "Let's face it--if organizations did a good job of satisfying their internal customers they would find that they are having fewer problems satisfying their external customers--the ones who pay the bills."
"Process Improvement For Administrative Departments Â The Key to Internal Customer Satisfaction" is a step by step guide for anyone wanting to improve the quality of products or services produced by their administrative departments.
Willie L. Carter is President of Quantum Associates, Inc, Northbrook, IL. Carter is a Certified Lean Sensei, Certified Manager of Quality and Organizational Excellence, and a Certified ISO 9000 Lead Assessor.