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Title
Analysis of the internal customers’ requirements from the perspective of process manageme

ISSN printed: 1733-8670, ISSN on-line: 2392-0378
Gębczyńska, Alicja1; Szczęśniak, Bartosz2
URI: https://repository.am.szczecin.pl/handle/123456789/252
2010-12-10 2010
The notion of an internal customer is a relatively new one, and it finds is application in numerous fields of expertise including quality management, process management and external marketing. Internal customers create a chain of value at the end of which there are the product final recipients – the consumers. Therefore, the knowledge of the final product depends on the level of service provided to the internal customer. Failure to satisfy the employees’ requirements may lead to reducing the company’s performance and the quality of the product delivered to the external customer. The need to investigate the internal customers’ requirements results from the necessity of assessing the relations between the internal customers and suppliers as well as solving the conflicts and discrepancies which may occur between them. In order to identify the internal customers and their requirements, one can apply the process-based approach where process management proves to be of use. Using the results of the research into the internal customers’ requirements in the process management is expected to contribute to more efficient company management
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Title

Analysis of the internal customers’ requirements from the perspective of process manageme

Pages

40–44

Figures

1

Tables

0

ISSN printed

1733-8670

ISSN on-line

2392-0378

DOI

Type

Review article

Journal

23 Scientific Journals of the Maritime University of Szczecin, no. 23 / 2010

Publisher

Scientific Journals of the Maritime University of Szczecin, Zeszyty Naukowe Akademii Morskiej w Szczecinie

Copyright Holder

Scientific Journals of the Maritime University of Szczecin, Zeszyty Naukowe Akademii Morskiej w Szczecinie

Published

2010-12-10

Recieved

2010-10-04

Accepted

2010-11-07

Funding

No data

Keywords

process, internal customer satisfaction, process management

URI:

https://repository.am.szczecin.pl/handle/123456789/252

Language

English

Authors

Gębczyńska, Alicja1; Szczęśniak, Bartosz2

Affiliation

1 Silesian University of Technology, Faculty of Organisation and Management Institute of Production Engineering Politechnika Śląska w Gliwicach, Wydział Organizacji i Zarządzania, Instytut Inżynierii Produkcji 41-800 Zabrze, ul. Roosevelta 26, alicja.gebczynska@polsl.pl
2 Silesian University of Technology, Faculty of Organisation and Management Institute of Production Engineering Politechnika Śląska w Gliwicach, Wydział Organizacji i Zarządzania, Instytut Inżynierii Produkcji 41-800 Zabrze, ul. Roosevelta 26, bartosz.szczesniak@polsl.pl

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