search query: @author Stewart, T. A. / total: 19
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| Author: | Stewart, T. A. |
| Title: | Another fad worth killing |
| Journal: | Fortune
1997 : FEB, VOL. 135:2, p. 76-77 |
| Index terms: | CUSTOMERS MARKETING MANAGEMENT TECHNIQUES |
| Language: | eng |
| Abstract: | The term "internal customer", long thought to be harmless or even beneficial, is no longer considered safe to use. The real customers give you money if you do what they want. The internal customer was a contrivance of total quality management, the person inside your company who received what you produced. Internal customers might prize convenience more than cost, for example, or not care about the costs as long as they are in someone else's budget or if they don't have to pay with real money. When the system gets out of hand, a whole chain of internal suppliers might get credit for their contributions to a project. |
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