January 2007
Intermediate to advanced
4 pages
14m
English
Content preview from In Focus/Case Study-A Responsible Company That's Making the Grade
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franchisees passionately declare that
Frias and his executive team have
implemented these programs because
they care about people. Both views
are probably right.
The executive committee had a
commonsense idea. As a service busi-
ness that could not compete with the
multinational package delivery com-
panies on costs, MRW had to charge
higher-than-average prices and justify
those prices with superior service.
How to deliver superior service? One
way was to have a simple yet effec-
tive guarantee: if a package arrives
late, the customer receives ten free
shipments. But the source of sus-
tained competitive advantage was a
long-term policy: establish the most
dedicated, ...
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