Delivering service excellence in the supply chain

As consumers, we expect our favourite brands to be available wherever we want to buy them and to be of the highest quality. For example, we expect fruit, vegetables and dairy products to be fresh and appetising and we want confectionery to be attractively packaged and clearly labelled. Most people, however, are unaware of all the activities that are involved in bringing these products to us. This case study looks at how a major food company has built a Customer Service Excellence Programme to ensure…