Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way

Integrating Processes into Enterprisewide Solutions

If you were a fan of the television series Seinfeld, you will probably recall a scene in which two of the show’s main characters, Jerry and Elaine, approach a rental car counter to pick up a midsize car. The rental agent confirms Jerry’s reservation, but tells him that there are no midsize cars available. Jerry is confused and explains that he made a reservation and that a reservation should keep a midsize car available for him. After some additional banter, Jerry sums up the situation in a nutshell ...