Building credibility with internal customers

Abstract

The objective of writing this paper is to make people in the industry aware of the functioning of one of Technical Support service' department: Import Substitution Department. Delays, excessive cost, technical deficiencies in product/processes and conflict between individuals and groups involved at interface, these four factors in generally reduces the effectiveness of the developmental process. The first three factors can be resolved by continuously and strictly monitoring the development and taking in-house or out side technical advises so that delays can be avoided, excessive cost can be controlled and the technical deficiencies can be sorted out. But the last factor needs to pay little more attention. Human behavioural dynamics plays important role in it. One of the predominant factor making such development departments handicapped is the resistance to change. Resistance to change has to be recognised primarily as a human problem and not simply as a technical or financial or legal problem. Therefore, the solution should not be simply technical, financial or legal but it should be from human relations area. The paper tries to focus these aspects in perspective of building and enhancing the credibility with the internal customers. The paper tries to bring into notice the changes that took place in the attitude of the department's people and their internal customers when the department has given more stress on human aspects.