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Internal Customer Concept for IT Organizations


Silo Mentality

One of the most difficult problems organizations face today is silo mentality. This is when an organization’s culture dictates non-sharing of knowledge and information between departments or groups. Imaginary walls hinder departments from working together for a shared purpose. There is a certain level of distrust that exists between departments that hamper cooperation. Silo mentality reduces efficiency and can be a contributing factor to a failing corporate culture.

Internal Customer Service Breaks Silos

Silo mentality is a big NO for IT organizations. In fact, IT needs to be the exact opposite – ingrain a culture centered on the internal customer concept. What everyone in a company does can be reduced to one of two functions:  “to serve the customer or someone who does” (W. Edwards Deming). IT organizations in firms rarely serve external customers directly; it means that most IT people only work to serve internal customers. If IT is unwilling or unable to satisfy their internal customers, the organization has very little chance to achieve value creating activities. Take pride in helping your internal customers; enjoy your role in sharing information, enabling processes and providing services that help others get their jobs done.

Photo courtesy of Rawich

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  1. Miguel Soria
    April 13, 2012 at 8:16 pm

    Great article Glenn, I am still reading your interesting material and is a good source for me while I study my Master’s. Right now I am taking a Knowledge Management class and sometimes the silos can be within a team as well, it’s important to capture the knowledge and form others while the expert also look out to have a mentor, just like Ira mentioned once.

    Regards,
    Miguel

  1. November 29, 2011 at 10:13 am
  2. December 8, 2011 at 6:03 am
  3. December 10, 2011 at 6:32 am

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