Develop service-oriented internal processes:


To best support service personnel in their delivery of quality service on the front line, an organization’s internal processes should be designed with customer value and customer satisfaction in mind. In other words, internal procedures must support quality service performance. In many companies internal processes are driven by bureaucratic rules, tradition, cost efficiencies, or the needs of internal employees. Providing service and customer oriented internal processes can therefore imply a need for total redesign of systems. This kind of wholesale redesign of systems and processes has become known as “process reengineering.”


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