Generally, those same performance objectives also contribute directly to the strength of internal measures of operational success. A commitment to quality on the part of organizations and their personnel is naturally conducive to customer satisfaction; however, it is equally beneficial to the organization internally because genuine commitment on the level of individual employees is infectious, just as are negative attitudes. Likewise, employees who are recruited and trained to be efficient and dependable contribute to the development and maintenance of an entire organizational culture of efficiency, commitment to quality, and to mutual support and cooperation. Staff members who know that they can rely on their coworkers and who also know that their coworkers depend on them to uphold high standards of performance tend to work harder and devote themselves to success...

Specifically, recruiting and training staff members to be able to fulfill multiple responsibilities reduces the difficulties of making ad hoc adjustments based on necessity of specific services and also generates better overall camaraderie than maintaining a staff of less flexible or multi-capability specialists. From the perspective of satisfying external customers, flexibility and multi-role capability of staff members is a tremendous benefit; it is equally beneficial to internal measures of operational efficiency in its simultaneous effect on internal cooperation and attitude.