101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Chapter 64. Share to Be Aware: Interdepartmental Problem Solving

Leader

No one should underestimate the power of internal customers. Employees need to understand both how various organizational departments fit into the larger picture and the processes that make those departments interconnected units. Many problems can arise simply from misunderstandings about the functions and responsibilities of other departments. This lack of information also may result in communication breakdowns as well as a failure to make improvements in processes and products. By holding interdepartmental information-sharing sessions on a regular basis, you can open the door to strategic problem solving and innovation.

Actions

Invite representatives from a different organizational department to a meeting with your unit or team.

1. Identify the interactive relationship and structure of both departments in terms of function and responsibilities.

2. Arrange for one representative from each department to make a presentation regarding basic functions, products or services, and special projects.

3. Facilitate a question-and-answer segment.

In conjunction with the presentation meeting or separately, hold a problem-solving session with each department.

1. Identify existing problems that may relate to the functions of both departments.

2. Brainstorm options and determine specific actions that can be taken to alleviate or eliminate the problems.

3. Develop action plans with specific tasks, point persons, and milestones for completion.

Follow up ...