
Chapter III—Application: Phase A—The Outcome Thinking Tools 111
Tool #16 Internal vs. External Customers
Application of Systems Dynamics #3: System Boundaries
Be clear on who your “real” customer is; your supervisor, your immediate staff/department,
others externally, or the external customer who buys your products and services. You may have
more than one primary set of customers.
Who is the Real Customer?
Internal or External?
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For example: The external customer is the
only real customer. Number 1, 2, and 3
exist to serve the real customer of the organization. However, you may exist to serve
someone else “internally” in the organization but “externally” ...