simple processes

Simplify. But Never Oversimplify.

Internal Customer Concept for IT Organizations

4

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

4 thoughts on “Internal Customer Concept for IT Organizations

  1. Pingback: Link Resource # 30 : Nov 01 – Nov 29 « Dactylonomy of Web Resource

  2. Pingback: Link Resource # 33 : DESC 03-DESC 08 « Dactylonomy of Web Resource

  3. Pingback: Link Resource # 34 : DESC 08 – DESC 11 « Dactylonomy of Web Resource

  4. Miguel Soria

    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

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

%d bloggers like this: