Excelling at Customer Service Starts with Strategy & Planning

Introduction

 

At one time or another, just about everyone has heard that "the best defense is a good offense.” Applying this adage to in-plant operations, all great offenses are the result of strategy and planning. This applies no matter how an in-plant operation is funded. Profit centers, cost recover, or fully funded in-plants, all must cost effectively deliver products and services that meet customers demand. On-going strategic management planning activities help ensure in-plants have accurate operational insight so that they make the right investment decision, offer customers the right products, provide stellar levels of customer service, and establish competitive pricing.

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