The Little Book of Big Management Questions

INTRODUCTION

It would be a mistake to assume that this section only applies to those managers who deal with external customers and suppliers. The same principles apply when dealing with internal customers and suppliers. Unfortunately, too many managers fail to treat internal colleagues as they do outsiders. The result is that internal relationships are underdeveloped and strained. Just think of the improvements in economy, efficiency, effectiveness, staff co-operation and morale if those relationships were improved.

If you don’t buy into my argument that improving internal relationships improves productivity and profits then think about it in purely selfish terms. Internal customers or suppliers may be stuck with a poor level of service from you. ...