Inside Job

Abstract:This article presents a study of the relative importance of core deliverables and of service dimensions that drive internal value, focusing on four corporate functions that, in most organizations, have stakeholders throughout the business: finance, HR, IT, and procurement/supply chain. Data was gathered through an online survey sent to ASQ members and customers. The study found a wide range of value being delivered by the four departments that were the focus of the research. Differences in internal value were strongly associated with organizational performance in terms of overall organizational performance and for the departments that depend on these groups. Best practices for delivering value included a focus on measurement and feedback: setting up performance metrics, asking for input from stakeholders, and even implementing formal service level agreements. When all of these factors are in place, departments can not only optimize their own value proposition, but they can also enhance the …

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This is an excellence article
--diane , 12-01-2013


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