ScottMadden assists internal services organizations to improve service delivery and internal customer satisfaction...
ScottMadden, Inc., a leading general management consulting firm, recently published “Organizing to Improve Internal Services.” This document provides a brief overview of ScottMadden’s perspective on what internal services organizations can do to successfully deliver quality products and services and improve internal customer satisfaction.
All utilities look for ways to improve operational reliability, cost of service, and external customer service. Although not typically linked directly to external customers, internal services organizations play an important role in the company’s ability to successfully deliver its products and services to the market. The quality and responsiveness of internal services organizations are critical in the company’s ability to outperform its peers and competitors. However, many times the needs, expectations, and satisfaction of the company’s internal customers are overlooked.
Randy McAdams, partner at ScottMadden, said, “Understanding your internal customers begins, and ends, with measuring customer satisfaction. Without knowing how satisfied your internal customers are with your services, you cannot possibly meet, let alone exceed, their expectations.” Added Dan Kohut, director at ScottMadden, “Internal customer satisfaction should drive the service organization’s strategic and business plans.”
We have found that many internal services organizations can improve the necessary business fundamentals, processes, and tools to manage their internal customers and measure and evaluate the organization’s performance against internal customer expectations. ScottMadden has developed a proven internal services evaluation model to assess the organization’s service delivery capabilities and determine areas for improvement. This comprehensive model covers everything from strategic and business planning, to key account management and internal services marketing, to measuring and evaluating customer satisfaction.
For nearly 30 years, ScottMadden has been a leader in energy consulting, serving more than 200 energy organizations, including 90% of the top 20, and has completed thousands of successful projects.
About ScottMadden, Inc.
ScottMadden is a management consulting firm delivering customized, practical solutions for clients in energy, clean tech and infrastructure, corporate and shared services, and the federal government. Our collaborative, small-team approach, coupled with deep content knowledge, experience, and insight, delivers an exceptional consulting experience and superior results. To learn more, visit www.scottmadden.com