The use of suggestion systems as a tool to solicit input from internal customers

Abstract

Organisations, as part of their ongoing commitment to improve their bottom line will often focus marketing activities on feedback from their external customers and suppliers. The internal customer can also play an important role in providing vital commentary via suggestions or ideas that could enhance company performance. The authors studied organisations in New Zealand to see how their suggestion systems operated and how effective they were from both a managerial and an employee perspective. It was found that management at all levels needed to be properly trained in implementing an effective Ideas Generation Programme and that software should be used to administer and to manage the process. A diagram was developed by the authors to assist with the generating of the ideas system. Line managers should authorise implementation of suggestions that the internal customers put forth. In rewarding staff for their contributions, it was generally found that due to financial issues, higher level approval was needed for some form of remuneration. It was found that managers will always play a pivotal role in the success or demise of a suggestion system.