ABSTRACT
Every truly successful business concentrates on the needs and wants of its customers. Even public service and non-profit organizations have taken up the cause of customer-centred operations. It is important to define a process so that it is within the control of the team who will be making and using the measurements. The concept of internal customers has been around for some time. The entire operation of an organization can be thought of as comprising a set of interconnected processes. The concept of ' stakeholders' has become popular in many fields. Political parties in power in the 1990s were fond of talking about 'stakeholder governments' to indicate that they saw a wide range of people taking an interest, and being involved, in how the country is governed. Industry competitors have an interest in how well those relationships are handled, since it could affect their reputation and any future plans to seek planning permission to set up depots themselves.
