September 2010
Intermediate to advanced
288 pages
10h 16m
English
Content preview from Logistics and Supply Chain Management, 4th Edition
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LOGISTIC S & SUPPLY CHAIN MANAGEMENT
232
Conventional organisations present many faces to
the customer
Perhaps the most damning criticism of the traditional organisation is that it does
not present a ‘single face’ to the customer. Rather than the customer having to do
business with just one organisation, in effect they deal with many.
This criticism goes beyond the obvious problems that arise when a customer,
seeking, say, information on an order, is passed from one section of the company
to another – although that is a common enough occurrence. The real problem
is that no one person or department is empowered to manage a customer ...
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