Internal Partnership (c)MLPCMBuhangin

1. Partnering for Competition:
Internal Partnership

2. •Internal Partnering
•Partnering with Suppliers and Customers
•Partnering with Potential Competitors

3. What is competition?
• rivalry for customers or a share of the marketplace
• Rivalry in which every seller tries to get what other sellers are seeking
at the same time: sales, profit, and market share by offering the
best practicable combination of price, quality, and service
(businessdictionary.com)

4. Internal Customers/Partners
• any group or entity within the organization
• ensure the business has the capabilities to support its mission and
evolving growth initiative

5. 2 critical facts when working with internal
customers/partners
1. dependent upon the unique knowledge, skills, and
expertise of other teams
2. business results are achieved only when cross-functional
teams with different expertise work collaboratively with a
united focus on strategic business goal

6. Most teams can identify the internal
customers/partners most impacted
by their work. However, few realize
the impact of their daily work and
how to create united collaboration
with other teams focus on business
results.

7. COMMON BUSINESS PROBLEMS

8. Isolated Objectives are Pursued
• Absent cross-functional collaboration with internal
customers/partners, teams chase isolated objectives, neglecting their
shared goals --- the strategic business goals.

9. Poor Quality and Rework
isolated needs and objectives (not the needs and objectives of the business and external customer)
quality problems (inaccurate, incomplete, or wrong work)
rework to fix the problems becoming the norm.

11. Problem…Solution Cycle
• root cause of many problems involves the lack of common focus or
business alignment across the organization
• instead of fixing the root cause, managers choose to fix the
“symptoms”  same “symptoms” arise again and again and again

12. THE CONSEQUENCE
• Poor quality
• Inefficiencies
• Deteriorating customer experience
• Employee disengagement

13. TAKE ACTION: COLLABORATE WITH INTERNAL
PARTNERS
• managers partner with their internal customers by working together
with them as a single united team
• focus on accomplishing business critical goals

14. COMMON OBJECTIVES

15. • Knowing the internal customer’s measure of success.
• Asking well-crafted question…and listening.
• Moving beyond defensiveness at what seems like criticism.
• Understanding the internal customer/partner --- and the “customer’s
customer.”

16. • Understanding the problems internal customers face.
• Seeing the impact of interdependencies.
• Understanding the reason --- or “why” --- familiar work and outcomes
are important.
• Negotiating a new and ongoing two-way partnership.

17. ACTIVITY/QUIZ
• Case Study