What the customer wanted yesterday might not be what they want today. The idea of internal customers needs to be re-enforced through out the organization. If your job is not direct interface with the customer then maybe you support someone whose job is. The highly productive workforce must be trained to continually ask the critical customer questions. The workforce must be trained to keep in touch with their customers, identify barriers to customer satisfaction and eliminate them.
Companies have vision and mission statements defining what they want to be.
Typically those documents sit on a shelf or on a plaque on the wall, and everyone does what they ve always done. Management must know how to turn those statements into coordinated action. The whole organization must be actively working on achieving those results. The workforce makes tactical operational decisions every minute of every day. In today s rapidly changing world, the workforce has to respond quickly to new situations.