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All business organizations exist or sustain because of their Clients. The Clients are the consumer
of product and services that the Organization produces. The Clients are people or set of entity,
who pay for services and products they consume. That is why they are called External Client.

Who serves these External Clients?

All organizations employ different set of people to serve the Clients. These people referred as
Employee. Their positions in the organization are reflected in figure 1.They directly or indirectly
produce services or product for External Clients.

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External Client gets served by Employee of the company and these employees get support of
other groups of employee. If we revisit the definition of client then we will agree that
Employees are Internal Client.

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To understand the cause of around 20% of attrition in IT industry in last one year.


   

We visited five different campuses (Embassy Golf link at Intermediate road, Intel Tech park at
Sarjapur Ring Road, Slarpuria Softzone at Sarjapur Ring Road, ITPL at Whitefield and WIPRO
campus at Sarjapur road) and talked to the employees of various companies.

  

We discussed following areas with Employees from various companies.

À‘ Communication: In this area, we tried to get various ways of communication happening

within the company.
~‘ Œertical Downward Communication: Whether there is frequent or as and when
required communication from senior management.
~‘ Œertical Upward Communication: Whether senior management listen the concern
raised by junior employees.

À‘ Awareness of Strategy/ Future Œision: Whether Employees were aware vision of the
company and aware, at least high level, about the strategy of the company.

À‘ Growth and Development: Are there enough growth and development opportunities
within the company. Whenever there is opening within the company, do the company
look to promote existing employee or hire from outside.

À‘ Ethical conduct: Whether the behavior or conduct ethically correct?

À‘ Trusting Leadership: Do employee trust their manger and senior leadership?

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À‘ Team Work: Is there team work sprit?

À‘ Work Assigned: Do you get the work which you are best at or any work is assigned to
you.

À‘ Performance: Do you get rewarded for your performance?

À‘ Recognition and Compensation: Do you think your company recognize and compensate
appropriately.

À‘ Work life balances: Do you work more than 9 hours every day except in few exceptional
scenarios.

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The lack of concept of Internal Client is more widespread. Research in the United Kingdom and
the United States suggests that jerk-infested workplaces are common: a 2000 study by Loraleigh
Keashly and Karen Jagatic1 found that 27 percent of the workers in a representative sample of
700 Michigan residents experienced mistreatment by someone in the workplace.

The human damage done by that kind of encounter is well documented especially the harm that
superiors do to their subordinates. Bennett Tepper studied abusive supervision in a representative
study of 712 employees in a Midwestern city2.

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Loraleigh Keashly and Karen Jagatic, ³The nature, extent, and impact of emotional abuse in the workplace:
Results of a statewide survey,´ Academy of Management conference, Toronto, August 8, 2000.

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Bennett J. Tepper, ³Consequences of abusive supervision,´ Academy of Management Journal, June 2000, Œolume 43, Number 2, pp. 178±90.

 




Following is the graphical view of the response from employees.

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Communication: It was observed that communication was open ended and lacks clarity. The task
assignments lacks complete information and Leads/Managers will not provide team members
complete information to do the work and it creates stress during work completion for team
members. No proper guidance/direction from senior management for teams and most of the
times when information is passed on through layers. Some of them opined that though
management communication is clear, it is never put in practice. No feedback / constructive
criticism provided for most of the employees on their completed tasks.

Awareness of Strategy/ Future Œision: Many employees were clueless about the Strategy and
Future Œision of the company. Most of them were moving from one project to another and doing
same kind of work.

Growth and Development: There have not been good growth opportunities. Promises are made
but not implemented. There are very few learning opportunities for learning advance technology.
Junior employees were blamed for most of the issue in the project. Irrespective of their
designation and role, they were assigned seamless assignment. Many said that promotions was
refused and were told the doors were open. A good degree of favoritism exists. Whenever there
was new vacancy, external person hired are paid a higher/better salary instead of promoting an
internal person.

Ethical conduct: Conducts were mostly ethical. Many employees felt that it is out of their
purview to answer these kinds of questions.

Trusting Leadership: Many did not understand - Why there is senior leadership.

Team Work: There has been good amount of team work and employees seemed to be happy with
team rapport they enjoy.

Performance: It was a bit grey area where many employees were not happy. They challenged
whether performance really matter in private job.

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Recognition and Compensation: The response for this area was similar to Performance area.
Many were very perplexed why they are not recognized and compensated as per industry
standard.

Work life balances: This was the area, in which employee questioned the ³Planning´ capabilities
of management. They were asked to stay late quiet often and it disturbs their family life. Few of
the employees also mention that they stayed late just to impress management.

 

  

Employee is Internal Client of the Organisation and plays major role in development of the
Organisation . As per the survey it looks like internal Clients are not getting appropriate attention
from their Organisation . There is huge disconnect between senior management and Employee
(Internal Clients). It may be one of the major reasons for lower morale and attrition in current
scenario. In the long run, it also impacts Research and Innovative capabilities of the
Organisation.

 

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1.‘ http://www.evancarmichael.com/Work-Life/1702/Internal-Customer-Relationship-
Management.html
2.‘ http://www.develor.com/develor/develor_angol.head.page?nodeid=1112

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