Abridged case study 1: Office Products Direct Europe

Susan Barlow, Stephen Parry and Mike Faulkner

Chapter Chapter 12 in Sense and Respond, 2005, pp 167-180 from Palgrave Macmillan

Abstract: Abstract This abridged case study, like that in Chapter 13, features a real example of the principles outlined in this book being applied to a company. (We have changed the name of the company and the people involved.) This study highlights only the pertinent points that reinforce those principles, and does not feature the plethora of tasks that are performed in any extensive transformation. Where necessary, we have adapted the language for the purposes of clarity. The study demonstrates how focusing on customer purpose can turn around a company when the situation is tough.

Keywords: Frontline Staff; Distribution Company; Investigation Team; Customer Complaint; Demand Profile (search for similar items in EconPapers)
Date: 2005
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-50814-9_12

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DOI: 10.1057/9780230508149_12

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