External & Internal customer of insurance, Principles of Insurance Video Lecture | Principles of Insurance - B Com

the short video will look at the
internal and external customers that are
related to the public services
now the key definitions that were
interested in are that a customer is a
recipient of goods or services from a
supplier so if we think in terms of the
public services generally being at a
supplier the recipient of those services
will be on the whole the general public
however we need to bear in mind that
there are internal and external
customers involved in this process an
internal customer is a group or an
individual that are within the same
organization so if we split a service up
into a number of different areas they
will relate to one another in a
customer-supplier relationship similarly
when we think about external customers
that tends to be a little bit more
clear-cut is groups or individuals who
are not within the same organization so
generally the service users are the ones
that were interested in in this
circumstance so here's an example this
is a police officer as an internal
customer so the police officer would be
the customer of other departments within
the police service so for example Human
Resources human resources would supply a
service to the police officer that they
would use similarly a superior officer
could be considered to be the supplier
of a service in order to facilitate the
work of that police officer they would
get vehicles from the vehicle pool and
they draw equipment from the equipment
stores so these people would expect to
provide a good quality service to that
police officer as the service provider
we're to turn on its head and think of a
police officer as an internal supplier
well the police officer would also
supply human resources human resources
can expect a degree of service from that
police officer in their interaction
similarly you know for equipment stores
they would expect paperwork to be
submitted on time and request to be
appropriate the same would apply to the
vehicle pool and at the end this
superior officer could expect a certain
level of service from the police officer
so in internal customer relationships we
can see that suppliers and customers can
be one and the same within the same
organization
if we think of external customers of the
police so people who use the police
service so for example victims of crime
of the most obvious external customer of
the police they're people who use the
police services in order to help
themselves one Clause they consider a
criminal an external customer of the
police service they have to be treated
in a particular way and will expect a
level of service when they're arrested
businesses again are external customers
and other services so for example when
doing joint working with the fire
service or the ambulance service they
will be considered as external customers
they would make use of the police
services and could expect a certain
level of service a second example then
will be in the Army so an Army officer
would be an internal customer of things
like administrative services - superior
officer and other regiments from whom
they would expect a certain level of
service they will also be a supplier
again to their superior officer - other
regiments they would supply information
they might supply resources they're a
supplier to those under their command
and there also may be a supplier to the
civilian staff who require information
in order to do their jobs the external
customers of the Army then anyone who
was outside of the Army who requires
some kind of service from them so for
example other Armed Forces Joint Working
is extremely common within the Armed
Forces so it may well be that the RAF
require services from the Army and
therefore would expect a certain level
of service those in need of humanitarian
aid may be an external customer and
again can expect a certain level of
service the security services may draw
upon the experience of the Army in order
to do their job and any member of the
public who comes in contact with the
army could be considered to be an
external customer so during the
recruitment phase for example those
attending Armed Forces careers offices
would be considered to be external
customers and the ways in which these
relate is a little bit more complex than
that which we'll look at in more detail
in class but this is just a general
overview to get started
you