Integrated order fulfillment helps customer service take off at British Airways

Article Abstract:

British Airways' catering supply chain and systems department adopted a management software from Industri-Matematik International. BA's food service had to be integrated within the numerous airplanes it operates. The new computer-based system applied to all processes in the supply chain. It provided international links with the airline company in order, service and distribution management as well as electronic commerce. The new system was integrated with BA's purchase order system that provided the company an inventory and service database to cater to the diverse needs of its clients.

Eating places, Food Service Contractors, Airline Food Service, Airlines, British Airways PLC, Airline food services, Logistics

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"It's customer loyalty, stupid": nurturing and measuring what really matters

Article Abstract:

A study describes 12 principles that are effective in maintaining customer loyalty. Business enterprises have failed to give more importance to customer loyalty, which has a more determining effect on profitability than customer satisfaction. Several techniques are also suggested for measuring customer satisfaction and customer loyalty. An explanation is offered on how business enterprises can establish a parameter that can be used to identify customer satisfaction and customer loyalty.

Management, Beliefs, opinions and attitudes, Consumers, Attitudes

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Fomenting a customer obsession

Article Abstract:

Rubbermaid Inc. is famous for its relentless innovation process to continuously develop hundreds of housewares that satisfy a variety of customers' needs and wants. It was adjudged by Fortune magazine as the most-admired company in the US in 1994, while returns on its average shareholder's equity has exceeded 20% since 1983. Rubbermaid's success is attributed to its aggressive product development strategy coupled with an obsession with customer satisfaction.

All Other Plastics Product Manufacturing, Miscellaneous Plastics Products, NEC, Plastic Housewares, Methods, Product development, Housewares industry, Rubbermaid Inc., RBD

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