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Principles of Supply Chain Management, Second Edition, 2nd Edition
book

Principles of Supply Chain Management, Second Edition, 2nd Edition

by Richard E. Crandall, William R. Crandall, Charlie C. Chen
December 2014
Beginner content levelBeginner
717 pages
29h 18m
English
CRC Press
Content preview from Principles of Supply Chain Management, Second Edition, 2nd Edition
497Information Flow along the Supply Chain
Improve Customer Relations
The need to improve customer relations can sometimes take a strange turn. Rainer and
Cegielski (2011, p. 309) offer an interesting example. On January 15, 2009, U.S. Airways
Flight 1549 crash-landed in the Hudson River after striking a ock of Canada geese on
takeoff. Fortunately, all 155 passengers survived. Like all carriers, U.S. Airways had a
playbook for such incidents. Their network of gate agents, reservation clerks, and other
employees were dispatched to handle the survivors in the most customer-friendly way
they could. They provided cash and credit cards for employees to buy medicines, toiletries,
and personal items that passengers needed. They had cases of prepaid ...
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Publisher Resources

ISBN: 9781482212020