Organizations exist to create value for its customers. When done well, the organization succeeds. Each individual in the organization also works for the customer. Most will have little communication with the external customer. Everyone, however, has internal customers. These are the people and teams they serve for the organization to create value for the external customer. In the balance of this blog, the four important questions will be addressed.
Who are your internal customers?
Your internal customers are those that directly receive the services of your position that create value for them. Your internal customers are also people you work with to provide these services. You also have internal suppliers that provide resources to you. Your internal customers and suppliers are your partners in performance in the service of the organization’s customers.
What are their needs and expectations for me?
After you have identified them ask them this fundamental question “What are the needs and expectations you have for me in my position?” You will learn things you already knew, and you will learn things that you didn’t know. From this dialogue and follow-up questions you will identify measures of performance and be able to identify opportunities for growth.
How does this impact my job?
The primary role you will play in your organization is one of an intrapreneur. Like your big brother or sister, the entrepreneur, you will identify your target customers, determine how you create value for them, set goals, actively seek feedback and continually improve your capabilities to perform. You are a person who self-manages and demonstrates accountability.
What is the role of my boss?
The role of the “boss” in an intrapreneurial environment is enhanced. Their primary leadership roles are:
Advocate and resource provider that includes information, expertise, equipment, learning opportunities to support the team.
Quality assurance specialist that helps the team to understand requirements, prevent problems, self-inspect and improve processes.
As a member of a larger team, the “boss” is an Integrator who connects with organizational teams across functions. This helps the team understand organizational strategy to optimize the value to the external customers.
These three roles, as well as one of an individual contributor, enhance the roles of the individual team member, which includes the “boss” (team leader).
Next Steps
I encourage you to assess how your current job aligns the intrapreneurial culture briefly described here. I encourage you to choose one of your key internal customers and ask them the question: “What are your needs and expectations for me in my position?” Let me know how it works at dr.mjcolburn@gmail.com and I will send you a packet on additional questions you can ask and how to interpret them.
Dr. Michael Colburn has built his career on performance improvement at the organization, team and individual levels for a broad range of clients in the private and public sectors for more than 30 years. He recently retired as an Associate Professor of Management at Ashland University where he taught Organization Development, Operations Management, Strategic Management and Self-Management & Accountability. Michael has authored numerous papers in academic, professional and trade publications. His first book, Own Your Job: Five Tools for Self-management and Accountability in the Workplace will help you think more entrepreneurial and teach you self-management skills and increase your performance and influence.