Companies that survey (heir internal customers have learned which of the following about quality-related issues?

Internal customers are employees or departments within an organization who rely on the products, services, or information provided by other employees or departments. Here’s why option B is correct:

Employee Dissatisfaction and External Customer Dissatisfaction: Research has shown that the issues affecting employee satisfaction often mirror the issues affecting external customer satisfaction. When employees face challenges related to processes, communication, product quality, or service, these same issues can impact external customers. For example:

If employees struggle with inefficient processes, customers may experience delays or errors.

Poor communication within the organization can lead to misunderstandings with external customers.

Quality issues that affect employees may also affect the end product or service delivered to customers.

Internal Customer Satisfaction and Supplier Support (Option C): While internal customer satisfaction is essential for collaboration and efficiency within the organization, it directly impacts internal processes. It doesn’t necessarily drive external supplier support.

External Supplier Support (Option D): External suppliers are not directly influenced by internal customer satisfaction. Their relationship with the organization is based on contractual agreements, quality standards, and performance metrics.

Therefore, understanding the alignment between employee satisfaction and external customer satisfaction helps organizations address common issues and improve overall quality and service delivery1. Remember that satisfied employees contribute to better customer experiences, which ultimately impacts the organization’s success.