Internal Customer Needs Workshop


(Based on the GMP Learning User Manual entitled “Determining Internal Customer Needs” authored by Dr. James C. Gerner,)


This workshop teaches you that specific tools should be used in order for a department, team, function or individual to collect key and vital information from their internal customers regarding deliverables.  Methods of gathering information range from:


  • regularly sitting down and asking a customer questions regarding


  • sending an internal questionnaire
  • holding a focus group
  • conducting telephone interviews
  • a combination of a number of the above techniques


This workshop focuses on the survey or questionnaire which is intended to help in assessing the quality of services provided to your internal customers.  It helps your employees identify their internal customers and then determine if those needs are being met and with what consistency.  Teams, departments, function, individuals need to assess who they are going to survey and why.  The purpose of a survey is not to look into individual performance ratings, but rather to see how you as a total department, team, or individual are supporting your internal customers.


A survey or questionnaire is only effective if we are ready to change and improve based on data collected/feedback.  If you do not want to change, don’t survey the customer.


Obtaining feedback and taking improvement actions are part of the Quality Performance Improvement Process.  Be aware that the internal survey, which is the focus of this course, is only one step in the entire process of continuous improvement.  It is only one additional tool to measuring internal customer satisfaction.


This workshop will help you, your team, group, or department with constructing and using the tool properly in measuring internal customer satisfaction, whether positive or negative.


Workshop Objectives:


By the end of the workshop participants will be able to:

  1. Select an appropriate survey method from among written questionnaires, personal interviews, telephone interviews, and focus groups, to meet their identified objective(s).
  2. Write effective questions using the User Manual Guidelines
  3. Select an appropriate statistically sound population size using a sample table
  4. Utilize methods for improving response rates to written questionnaires.
  5. Understand steps involved in survey pre-planning.
  6. Correctly obtain a random sample or stratified sample.
  7. Properly collect customer satisfaction information.
  8. Accurately analyze and interpret survey results for developing action plans.