INTER-DEPARTMENTAL EFFECTIVENESS SURVEY
This survey is based on the concept of internal customers and each function/department in the organization is rated by the internal customer of the function. However, the reverse evaluation is also done from an internal vendor point of view. Internal customer effectiveness is sometimes visible in organizations, but internal vendor constraints go unnoticed. This is particularly critical for managing demands on support functions within organizations.
We design the survey based on defined KPIs of the department, and also based on the expectations of the internal customers, after an initial role clarification exercise. The results are juxtaposed to reveal mismatches in expectations or understanding of roles, and a discussion is facilitated to renegotiate expectations.
All surveys are administered online, with a debriefing before, and are expected to be filled in anonymously except for function/ department. Results are used to design appropriate remedial measures, or as input to a larger change management program.
The survey data results in business processes being modified, role clarification or change in job design, as processes outlive their utility in a fast-changing business scenario.