◾ External Customers. These are normally easily identified. In the case of GWC and IW, these were the companies who purchased their widgets. They were not, however, always the ultimate customers.
− Ultimate Customers. These external customers can also be classified as end users or consumers. If Great Auto, one of GWC’s external customers, incorporates GWC’s widgets on the cars it manufactures, the person who buys one of Great Auto’s cars is GWC’s ultimate customer.
◾ Internal Customers. These are the company’s departments and individual employees who use a product or service. In the relocation project, they are primary customers, since the majority of the work that is being done is for their benefit. Internal customers come in two varieties: immediate and intermediate.
− Immediate Internal Customers. These are the departments that are directly impacted by the project. For the relocation project, that includes all employees. If the project addressed the manufacturing process, with the end product being a finished widget, the immediate internal customer would be the Packaging Department, since it is the first department to use the widget.
− Intermediate Internal Customers. Intermediate customers stand between an immediate internal customer and an external customer. For the relo- cation project, there are no intermediate internal customers. However, using the example of the widget manufacturing process, the Shipping Department would be an intermediate customer. Shipping receives a product or service (a widget) from the immediate customer (Packaging).
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