Back at work, tensions were running high. Everyone had their own interpretations of what Ms. Barnwell meant when she’d said, “Or there will be consequences.” Sam in particular was on edge.
“Sam, I’ve been thinking about what you said last week,” Blake began.
“What did I say? I probably said a lot.”
“You said our industry was changing—the service standards of the past are not cutting it today. Who’s working on that?”
“The service standards.”
“I hope manufacturing is working on it.”
“Sam, I don’t think hope is a strategy.”
Sam chuckled. “You’re right.”
“Besides, service is more than a manufacturing issue. It seems like it touches several areas, including operations, sales, purchasing, and distribution. And I’m sure I’m missing ...