
28 Process Techniques for Engineering High-Performance Materials
Suppose that one particular shipment of your engineered material
causes problems at a key account. The customer’s purchasing agent calls,
screaming on the telephone that the operation is shutdown because of
the quality defects. Your sales force and logistics group will swing into
action, getting the bad product out of the customer’s facility, with few
questions asked. A replacement product is rushed in. No one wants to
risk offending the customer by asking too many questions during this
tense moment. Maintaining the relationship by acting responsive is pri-
ority number one.
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