Internal Customer / Internal Supplier Survey

PRINCIPAL OBJECTIVE: To understand expectations from Corporate Admin/

Corporate HR and identify any critical area to be addressed by obtaining
feedback from Internal customers through a specifically designed survey/
questionnaire.

TARGET POPULATION: Functions that are Internal Customers / Internal

Suppliers for Corporate Admin/ Unit-HR, such as Corporate Finance and
Corporate HR.

DESIGNING OF SURVEY: Survey will be designed on the basis of feedback

received over brainstorming sessions cum focussed discussion with Internal
customers/ suppliers to assist in identifying the key processes involving
information exchange and inter-dependency of operations and validate the
questions to seek responses, which either confirms some hypothesis/ common
observation or shows something unexpected for process improvement.

CONDUCT OF SURVEY: As a pilot project, response will be collected through an

anonymous drop box at the Internal customers’/ supplier location and
thereafter, to seek wider responses a standalone IT survey or a survey link
through ESS will be explored.

ANALYSIS OF SURVEY RESULTS: Responses shall be collected on the scale of 1

to 5 and relative inputs shall be filtered with cross tabulation method and shall
be used to categorize perceived service responses as BEYOND EXPECTATIONS,
OPTIMUM or NEEDS IMPROVEMENT.

OUTPUT OF SURVEY: These responses shall be studied for various parameters

and critical success factors shall be identified for inter-linked operations and
information exchange. Thereafter, improvement metrics and targets shall be set
for both Internal Customer & Internal Supplier for achieving business excellence.