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Executive Summary

Executive Summary

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Published by Ravi SB

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Published by: Ravi SB on Jan 16, 2010
Copyright:Attribution Non-commercial


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Satisfying internal customers could be described as a company's ability to generategenuine teamwork among all departments in the organization: sales, marketing, credit andreceivables, manufacturing, distribution, packing and shipping, quality, production planning, etc.; and to instill in every individual the constant awareness that customer service is everyone's business.This description emphasizes the importance of customer service as an organizationalresponsibility. However, too often, a single department in a vertically structuredorganization is held accountable for apparent customer service failures that, for the most part, originate outside that department's responsibility and are beyond its control.Many organizations are finding that teams are a way to improve communication andservice customers more effectively. Needless to say, teamwork doesn't just happen, because people want it to. Usually management translates a mandate into a system inwhich all participants have specific responsibilities to perform and standards to meet -responsibilities designed to generate the desired levels of service at the least cost.Most of the companies in the globe have been continuously involved in the process of identifying internal customer’s satisfaction towards service they received in the company.When all the departments serving in a realizing way the company should be enhancedeffective production level, serve efficiency, attract more customers and also strengtheninggood relationship and communication of employees.The measurement of the internal customer’s satisfaction is a hard task which provides aquantitative baseline for comparing results and enables fact-based decision making. Mostlarge companies recognize the importance of measuring and monitoring internal customer satisfaction. Those that continue to avoid the concept are primarily enterprises that havenot adopted management practices necessary to leverage service delivery fully. Typically,a company committed to treating its internal service users as customers holds a similar commitment to measuring their satisfaction with the delivery of those services.Customer satisfaction measurement is not a core service for most business units,functions, or even dedicated internal service delivery groups because it is not somethingthey are under contract to provide as part of service delivery.The process of collecting customer satisfaction data, as with most any other type of datacollection, is a low-value activity The potential for high value-added activity occurs after 
the information is collected, when it is possible to assess what the data means, whatanalysis is needed, what needs to be done differently to improve action planning andcontinuous improvement, and learn how to move the enterprise forward.Measuring the satisfaction level in terms of needs and expectations is a comprehensivestudy of organization for better business performance. Employees such as top levelmanagers, middle level managers, supervisors and engineers have their needs andexpectations for products and services in work place many organizations typicallyemphasized on satisfying needs and expectations to increase the profit and enhance theimage of the organization in the market. We look at the global condition has become socompetitiveness and rushing towards globalization in this situation every organizationaggressively starts acquiring market share and expanding their empire to the entire world by satisfying employees needs and expectations.
Statement of the Problem:
For any organization, employees act as the strong pillars upon which promises of quality products and customer satisfaction can be built. The responsibility does not end with thehiring of employees but it rather becomes necessary to focus on the internal customer satisfaction regarding potential work process, their needs and expectations, improvementopportunities in the work process and inter-relationship with suppliers and externalcustomers for better product and service performance on effective management carriedout.
Objectives of the Study:
To determine the level of satisfaction required within the organization throughsurvey of internal customers.
To measure satisfaction level of internal customer with respect to needs andexpectations about the working conditions.
To identify opportunities for improvement in work process.
To determine process potential and develop action plans for better service.
To identify the appreciation of inter-relationship between the internal customersand suppliers.
Sources of data collection:
Primary Data
Secondary Data
Primary Data:
Primary data is collected through observation, questionnaire and interviews. Interviewingdifferent department heads to find suitable methods of identifying the areas where itneeds changes.
Secondary Data:
The secondary data is those which have already been collected by someone else andwhich have been passed through the statistical process, product profile and company profile are secondary data which have been used for this project.
It is a procedure of using small number units of a given population as a basis for drawingconclusion about the whole population. Sample is a subject or some part of the populationand the purpose of sampling is to estimate some characteristics of the population.
Sampling size:
A sampling size for the study is 46 employees; this includes tool makers, supervisors,managers, technicians, engineers and staff of production department, marketingdepartment, HR department, accounts and finance department in NTTF Ltd.
Limitation of the study:
The study is restricted only to NTTF IPL Bangalore.
Only sample size of factory employees was taken up to arrive at the possibleconclusion.
Findings and conclusion drawn out of the study are based on response fromthe employees.
Time constraints are another limiting factor which leads to get feedback onlyfrom limited member of people.
Frequent visiting to the various departments and collecting information wasnot possible.

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