
46 Principles of Supply Chain Management
hand, an expert in sound systems is interested in customizing these systems in order to
have an optimal entertaining experience. Some members of a tourist group may have more
knowledge about civil war history, while others in the group may possess little knowledge.
When touring the Gettysburg battleground in Pennsylvania, the former group may not be
as pleased with and interested in the basic information presentation as the latter group.
These scenarios suggest that product and service offerings need to be constructed differ-
ently to best satisfy the varying needs of internal and external customers.
Open ...