Satisfying Internal Customers First!

RICHARD CHANG is president and CEO of Richard Chang Associates, Inc., a consulting and publishing firm whose clients include Toshiba, Marriot, Citibank, Fidelity Investments, Nabisco, and McDonald's. He currently serves as chair of the board for the American Society for Training and Development. He lives near Irvine, California.

• 1. Introduction. 2. Customer Satisfaction From The Inside Out. 3. Improving Internal Customer Satisfaction -A Model. 4. Step One: Measure External Customer Satisfaction. 5. Step Two: Map The Internal Chain. 6. Step Three: Locate The Critical Links. 7. Step Four: Analyze The Critical Links. 8. Step Five: Resolve Critical Link Issues. 9. Step Six: Evaluate Changes. 10. Summary. Appendix: Reference Materials.