Thinking in terms of “Internal Customers” calcifies IT organizations

My high school age son has a job at a local pizza place. One thing he and his friends agree upon is that “no-one likes customers”. This is because when a customer comes in, work needs to be done and who wants to spend their time doing that? Nevertheless, all recognize that this is why they are there and all work together to produce the requested goods. One key advantage they have over most of my corporate clients in IT is that they actually get to see the customers and hear directly from the customers what they want...

 

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