Frequently one is left with the impression that support departments are not really concerned about providing high-quality services. A positive environment for quality improvement is created when all departments adapt their services to meet customer needs. However, as Figure 2 illustrates, various departments interact differently with their external and internal customers, so a multitude of methods will be needed to identify customer needs. Consumer-oriented departments such as sales and customer services have a high frequency of external customer interaction. A friendly, positive attitude coupled with a smile can go a long way toward enhancing a customer's satisfaction with the product or service.
Short surveys can help fine-tune the process.
Support departments, such as shipping, interact with external customers and internal departments such as inventory control, accounting, and sales. Surveys tend to measure the efficiency with which the department provides the desired information, and the degree to which the customer is satisfied with the services. Hybrid departments need to act by categorizing problems and modifying services to prevent the problem from initially emerging. The role of such departments is often to develop policies for other departments to follow. For example, the legal department may advise human resources on hiring and promotion procedures.