Purpose: The purpose of this paper is to examine what happens with the internal view an organisation has on information management when a holistic view is diminished into a blinkered view and the consequences it conveys for the customer. The customer consequences are divided into two parts – creation of external customers’ values and creation of value for the internal customer explored in terms of efficiency.

Methodology/approach: Interviews with both outsourced co-workers and project leaders still in the organization.

Findings_ The organisations lack of listening to the external customer affects all three areas lifted in the analysis. The studied organisations have great opportunities for developing their process for producing TI, both regarding their mutual relationship as well as in regards to the external customer with the help of Lean and by applying a more holistic view on the production of Technical Information.