1. Future Lies In The Hands Of Internal Customers – The Employees
EFCS
Future Lies In The Hands Of Internal Customers – The Employees
Pranuj Singhal

2. Service Profit Chain Model
Internal Service Quality
Employee Satisfaction
Employee Productivity
Employee Retention
External Service Value
Customer Satisfaction
Customer Loyalty
Profitability & Revenue Growth
Customer loyalty derives Profit & Growth
Customer Satisfaction derives Customer Loyalty
Value derives Customer Satisfaction
Employee Productivity derives Value
Employee Loyalty derives Productivity
Employee Satisfaction derives Loyalty
Internal Quality derives Employee Satisfaction
Service Profit Chain
Source:
The Service Profit Chain Model establishes relationships between Company, Customer and Employee. It emphasizes the importance of each employee and customer in improving the revenue for a firm.

3. Internal Intelligence & Employee Behavior
Internal Market Intelligence Generation
Identification of Exchanges of Value
Aware of Labor Market Conditions
Segment Internal Market
Target Internal Segment
Internal Intelligence Dissemination
Communication between Managers and Employees
Communication Among Managers
Response to Intelligence
Job Description
Remuneration System
Management Concern
Training
Employee Brand Loyalty Behavior
Loyalty to Customers
Loyalty to Organization
Loyalty to Peers
Internal market orientation creates a positive work environment for the employees. This positive energy transforms into loyalty towards the assigned projects and ultimately leads to increase in brand value of the firm.

4. Achieving Strategic Fit
Strategy
Company Values
Employee Concerns
Competitive Challenges
Internal Fit
Work-Flow
Design
HR Practices
Technologies
Leadership
External Fit
High-Performance Work Systems
Strategic Fit helps to integrate the external fit (HPWS) with the internal fir. Once in place it helps both the employees as well as the organization grow.

5. High Performance Work Systems
When implemented effectively, HPWS benefit both the employees and the organization.
Employees have more involvement in the organization, experience growth, and satisfaction, and they become more valuable as contributors.
The organization also benefits from high productivity, quality, flexibility, and customer satisfaction.
These features together can provide an organization with a sustainable competitive advantage.
It’s a win-win situation for both the employees and the organization. Employees are rewarded for their performance while organizations get customer satisfaction and trust. Thus the ‘Brand’ is promoted.