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Epilogue
This book is essentially about how to achieve excellence in customer–
supplier relationships. It is not about excellence in manufacturing or ser-
vice, but achieving excellence in the entire organization for both customer
and supplier. Organizations must realize and implement a win–win rela-
tionship for a lifetime relationship. This means that the relationship of
excellence is measured in loyalty and respect to each other, and repeat
business. In this relationship, quality is important; however, this quality
must be at all levels of the organization. After all, quality is achieved when
customers return but products do not! This mean ...