The area of ‘Internal Service Quality’ is however not explicitly clear to most of the employees. So far, the priority
and focus of the industry had been towards ‘Line Function –Production’ where value is created. With increasing
products, geographies and demanding customers, the links are getting more complex, thereby necessitating a
different outlook and approach towards ‘Service Functions’. Moreover there is an appreciable advancement in
technology in the service areas- providing anew impetus on the whole. The emphasis is now on building a network
within the organization by creating an ecosystem, defining the metrics for service function and ultimately raising the
overall standards of Performance.