Page 9: Conclusion
In the modern business world, Consumers and Customers are rarely satisfied with anything less than 'The best'. For a company like Kraft Foods to provide the best brands of coffee, chocolate, cheese and many other products, it needs to make sure that every part of its Supply Chain is working at its best.
The process that Kraft Foods has designed to ensure it delivers that service excellence to its Customers and Consumers is called The Service Excellence Programme.
This case study provides the student with an excellent example of what businesses need to do in today's market place to ensure that consumers receive the products they desire in the right place, at the right time and in the right condition, every time.