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Akademia Morska w Szczecinie

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Author Gębczyńska, Alicja
Affiliation 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
E-mail alicja.gebczynska@polsl.pl
Author Szczęśniak, Bartosz
Affiliation 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
E-mail bartosz.szczesniak@polsl.pl
ISSN printed 1733-8670
URI https://repository.am.szczecin.pl/handle/123456789/252
Abstract 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
Pages 40–44
Publisher Scientific Journals of the Maritime University of Szczecin, Zeszyty Naukowe Akademii Morskiej w Szczecinie
Keywords process
Keywords internal customer satisfaction
Keywords process management
Title Analysis of the internal customers’ requirements from the perspective of process manageme
Type Review article
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ISSN on-line 2392-0378
Language English
Funding No data
Figures 1
Tables 0
Published 2010-12-10
Accepted 2010-11-07
Recieved 2010-10-04


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