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A Journey Through Manufacturing And Supply Chain Strategy Research
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Book Synopsis A Journey through Manufacturing and Supply Chain Strategy Research by : Emilio Bartezzaghi
Download or read book A Journey through Manufacturing and Supply Chain Strategy Research written by Emilio Bartezzaghi and published by Springer. This book was released on 2016-06-04 with total page 246 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is intended as a tribute to Gianluca Spina, the influential and inspiring Professor of Business Management & Organization and Supply Chain Management at the School of Management of Politecnico di Milano, who very sadly passed away early in 2015. It brings together seven of his most important papers, published in renowned international journals, and supplements these papers with insightful commentaries from friends and colleagues who highlight key messages and values of enduring validity. The selected papers offer a clear sense of Spina’s research journey over the years and cover the main research streams that distinguished his work. They have also been chosen on account of their high impact, as reflected by the number of citations received, and to represent the most important research collaborations that Spina had established within Italy and abroad. An introductory chapter relates his research to major developments in the field of Manufacturing and Supply Chain Strategy and also outlines the very important contribution that Gianluca Spina made to Management Education.
Book Synopsis Surviving Supply Chain Integration by : National Research Council
Download or read book Surviving Supply Chain Integration written by National Research Council and published by National Academies Press. This book was released on 2000-03-23 with total page 162 pages. Available in PDF, EPUB and Kindle. Book excerpt: The managed flow of goods and information from raw material to final sale also known as a "supply chain" affects everythingâ€"from the U.S. gross domestic product to where you can buy your jeans. The nature of a company's supply chain has a significant effect on its success or failureâ€"as in the success of Dell Computer's make-to-order system and the failure of General Motor's vertical integration during the 1998 United Auto Workers strike. Supply Chain Integration looks at this crucial component of business at a time when product design, manufacture, and delivery are changing radically and globally. This book explores the benefits of continuously improving the relationship between the firm, its suppliers, and its customers to ensure the highest added value. This book identifies the state-of-the-art developments that contribute to the success of vertical tiers of suppliers and relates these developments to the capabilities that small and medium-sized manufacturers must have to be viable participants in this system. Strategies for attaining these capabilities through manufacturing extension centers and other technical assistance providers at the national, state, and local level are suggested. This book identifies action steps for small and medium-sized manufacturersâ€"the "seed corn" of business start-up and developmentâ€"to improve supply chain management. The book examines supply chain models from consultant firms, universities, manufacturers, and associations. Topics include the roles of suppliers and other supply chain participants, the rise of outsourcing, the importance of information management, the natural tension between buyer and seller, sources of assistance to small and medium-sized firms, and a host of other issues. Supply Chain Integration will be of interest to industry policymakers, economists, researchers, business leaders, and forward-thinking executives.
Book Synopsis Supply Chain Transformation: Building and Executing an Integrated Supply Chain Strategy by : J. Paul Dittmann
Download or read book Supply Chain Transformation: Building and Executing an Integrated Supply Chain Strategy written by J. Paul Dittmann and published by McGraw Hill Professional. This book was released on 2012-08-11 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: STREAMLINE OPERATIONS AND DELIVER MORE VALUE THAN EVER WITH A STRONG SUPPLY CHAIN STRATEGY "Dittmann’s thoughtful approach and real-world examples make this book is an excellent resource for anyone in the supply chain field, whether a beginner or an executive seeking a better framework for the existing supply chain strategy." -- Dave Clark, Vice President, Global Customer Fulfillment, Amazon "A practical approach for developing and implementing breakthrough customer-driven integrated supply chain strategies designed to generate best in class operating and financial performance for any enterprise." -- Paul H. Trueax III, Vice President, North America Customer Services and Logistics, Colgate Palmolive "An effective supply chain strategy can have a huge impact on all of the stakeholders of the organization. This book lays out nine clear and concise steps that are very helpful as your company starts this critical process." -- Bill Hutchinson, Vice President, Global Supply Chain and Fulfillment, Dell "Dittmann's book lays out a customer-driven, case-derived nine-step method for creating and implementing a transformational supply chain strategy. It is a must-read for any supply chain professional developing or refreshing a supply chain strategy." -- Reuben Slone, Senior Vice President, Supply Chain, Walgreens
Book Synopsis Next Generation Supply Chains by : Rosanna Fornasiero
Download or read book Next Generation Supply Chains written by Rosanna Fornasiero and published by Springer Nature. This book was released on 2020-12-31 with total page 298 pages. Available in PDF, EPUB and Kindle. Book excerpt: This open access book explores supply chains strategies to help companies face challenges such as societal emergency, digitalization, climate changes and scarcity of resources. The book identifies industrial scenarios for the next decade based on the analysis of trends at social, economic, environmental technological and political level, and examines how they may impact on supply chain processes and how to design next generation supply chains to answer these challenges. By mapping enabling technologies for supply chain innovation, the book proposes a roadmap for the full implementation of the supply chain strategies based on the integration of production and logistics processes. Case studies from process industry, discrete manufacturing, distribution and logistics, as well as ICT providers are provided, and policy recommendations are put forward to support companies in this transformative process.
Book Synopsis Government Impact on Sustainable and Responsible Supply Chain Management by : Taghipour, Atour
Download or read book Government Impact on Sustainable and Responsible Supply Chain Management written by Taghipour, Atour and published by IGI Global. This book was released on 2023-07-19 with total page 379 pages. Available in PDF, EPUB and Kindle. Book excerpt: A supply chain comprises different actors existing in different countries, including suppliers, producers, and customers. Clothes are supplied from Asia to all other regions; most coffee beans are supplied from South America; and cocoa is produced in Africa. Protecting the rights of people who produce goods in different countries is essential. In fact, according to this evolutionary law, companies need to identify, analyze, and prioritize the risks in their supply chains, and new policies must be established based on these results. New measures are taken to prevent or minimize violations of human rights and damage to the environment. Companies also need to set up grievance channels for people in the supply chains for regular reporting on supply chain practices. The German Supply Chain Act gives consumers the security that companies are managed based on fair production, and many similar legislations are likely to follow in other nations. Businesses around the world must prepare for these types of policies to impact their own supply chain management strategy before they are enforced if they wish to avoid revenue-impacting delays. Government Impact on Sustainable and Responsible Supply Chain Management is edited by Atour Taghipour, with about a decade of experience as a director in Automobile and High-Tech Industries, provides new and innovative ways to integrate social and environmental analysis into global value chains and adapt the law that regulates corporate responsibility for the observance of sustainability and human rights in the supply chain. This book is ideal for professionals and researchers working in governmental and private organizations in supply chain management, operations management, logistics, and operations research. Moreover, the book provides insights and support for executives in managing expertise, knowledge, information, and organizational development in different work communities and environments.
Book Synopsis Leading Procurement Strategy by : Carlos Mena
Download or read book Leading Procurement Strategy written by Carlos Mena and published by Kogan Page Publishers. This book was released on 2018-06-03 with total page 281 pages. Available in PDF, EPUB and Kindle. Book excerpt: Leading Procurement Strategy is a must-read for all senior procurement executives wishing to further enhance their skill set, master the latest developments in procurement strategy and really come into their own as procurement leaders. The expert author team explains how to effectively manage and mitigate risks in the supply chain, appreciate the key issues affecting the procurement function and develop best practice excellence in teams. Providing the latest thinking in procurement and supply management within the broad perspective of different industries, this second edition of Leading Procurement Strategy covers: global sourcing; supplier relationship management; cost management; information technologies and future developments. The book is underpinned by academic theory and supported by an extensive range of real world case studies drawn from the authors' experiences, including Tesco, Tata, Coca-Cola, BAA, P&G and IBM. This new edition provides the skills, knowledge and tools needed to articulate an effective strategy and embrace a transformational role to lead procurement teams, showing how procurement can become an influential function that delivers sustainable competitive advantage.
Book Synopsis Sustainable Luxury and Jewelry by : Ivan Coste-Manière
Download or read book Sustainable Luxury and Jewelry written by Ivan Coste-Manière and published by Springer Nature. This book was released on 2021-07-25 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book discusses the current trends in luxury and jewelry and presents how to make these sustainable for a better future. In the age of sustainability, we increasingly see how designers and consumers begin to think beyond a product's look&feel and operation, and are especially concerned about what has happened during its manufacturing process and what will happen once its useful life comes to an end. Today, consumers value that every industrial product and process should be sustainable, beneficial for the people, the economy and the planet, and so is the case for jewelry.
Book Synopsis The LIVING Supply Chain by : Robert Handfield
Download or read book The LIVING Supply Chain written by Robert Handfield and published by John Wiley & Sons. This book was released on 2017-06-02 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: Creates a managerial compass for entering into the LIVING (Live, Intelligent, Velocity, Interactive, Networked, and Good) era of supply chain management and defines the imperative for creating Velocity and Visibility as the focal point for exploiting new digital, mobile, and cloud-based technologies Written by well-known researchers in the field, this book addresses the changes that have occurred and are still unfolding at various organizations that are involved in building real-time supply chains. The authors draw on their experiences with multiple companies, along with references to the natural evolution of ecosystems throughout to help identify the “new rules of supply chain management." The LIVING principles associated with the rapid digitization and technology changes occurring in the global economy are discussed, along with the push to become more sustainable and responsive to customer needs. “ Handfield and Linton reveal the “secret ingredient” to leveraging the power of a well managed supply chain....will revolutionize the way companies approach supply chain management.” Frank Crespo, Vice President, Global Supply Network Division (CPO/Logistics/IoT Analytics), Caterpillar Inc. “ The LIVING supply chain is a wake up call to any enterprise that depends on suppliers and contractors. Be fast, be nimble and make supply chain transparency the nucleus of your operations or become endangered.” Paul Massih, Vice President, BP PSCM “ ...a fascinating journey through the future of supply chain management ... a must read for every supplychain professional.” Yossi Sheffi, Professor, MIT Center for Transportation and Logistics “ ... a great “living” reading on how to bring supply chains to a powerful living state. The idea of Live-Interactive-Velocity–Intelligent–Networked-Good is the foundation of how supply chains can be agile, adaptive and aligned. ...of value to every supply chain executive and practitioner.” Hau Lee, Professor, Stanford University “ Successful businesses are those that support the success of their customers. This book captures the essence of our volatile, uncertain world and the opportunities that exist for the commercially astute, organizationally integrated business. More important, it offers insight to the recipe for 21st century operations and the management of complex supply ecosystems.” Tim Cummins, CEO, International Association of Commercial and Contract Management “ A LIVING supply chain requires a living company. The authors make a great case for how Flex is creating a living company to thrive in the living supply chain.” Tom Choi, Harold E. Fear on Eminent Scholar Chair of Purchasing Management, Arizona State University, Executive Director, CAPS Research “ To survive we need to have an adaptive supply chain and capability to both optimize and adapt simultaneously. This book begins to describe the ability to shift from functional silos to E2E Frictionless flow with the maturity to make E2E tradeoff decisions as a key enabler for success.” Wayne Rothman, Vice President, Enterprise Supply Chain Planning, Johnson & Johnson “A fantastic read and excellent stories from Dr. Handfield and Tom.” Joanne E. Wright, Vice President, IBM Supply Chain ROBERT HANDFIELD, PhD, is Bank of America University Distinguished Professor of Supply Chain Management and Director of the Supply Chain Resource Cooperative at North Carolina State University. The author of four books and over 150 journal articles, Dr. Handfield received his PhD in Operations Management from The University of North Carolina in 1990. TOM LINTON is Chief Procurement and Supply Chain Officer at Flex. A recognized industry and functional expert, he has 30 years of international industrial experience in procurement and supply chain management. Tom Linton is also the recipient of the Procurement Leaders Lifetime Achievement Award in May, 2017.
Book Synopsis New Perspectives on Enterprise Decision-Making Applying Artificial Intelligence Techniques by : Julian Andres Zapata-Cortes
Download or read book New Perspectives on Enterprise Decision-Making Applying Artificial Intelligence Techniques written by Julian Andres Zapata-Cortes and published by Springer Nature. This book was released on 2021-06-07 with total page 529 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book presents different techniques and methodologies that used to help improve the decision-making process and increase the likelihood of success in sector as follows: agriculture, financial services, logistics, energy services, health and others. This book collects and consolidates innovative and high-quality research contributions regarding the implementation techniques and methodologies applied in different industrial sectors. The scope is to disseminate current trends knowledge in the implementation of artificial intelligence techniques and methodologies in different fields as follows: supply chain, business intelligence, e-commerce, social media and others. The book contents are useful for Ph.D., Ph.D. students, master and undergraduate students, and professional and students in industrial engineering, computer science, information systems, data analytics and others.
Book Synopsis Levers of Control by : Robert Simons
Download or read book Levers of Control written by Robert Simons and published by Harvard Business Press. This book was released on 1994-11-01 with total page 232 pages. Available in PDF, EPUB and Kindle. Book excerpt: Based on a ten-year examination of control systems in over 50 U.S. businesses, this book broadens the definition of control and establishes a critical bridge between the disciplines of strategy and accounting and control. In addition to the more traditional diagnostic control systems, Simons identifies three new control systems that allow strategic change: belief systems that communicate core values and provide inspiration and direction, boundary systems that frame the strategic domain and define the limits of freedom, and interactive systems that provide flexibility in adapting to competitive environments and encourage organizational learning. These four control systems, according to Simons, will provide managers with the basic levers for pursuing strategic objectives.
Book Synopsis The Supply Chain Differentiation Guide by : Erik Hofmann
Download or read book The Supply Chain Differentiation Guide written by Erik Hofmann and published by Springer. This book was released on 2014-11-09 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: The importance of supply chain management has increased over the last few decades. Today, entire supply chains are competing with each other instead of individual companies. As such, supply chain management has become a way for companies to set themselves apart from competing companies and their supply chains. Interestingly, supply chain management mainly focuses on efficiency-oriented topics rather than effectiveness-driven issues, in particular the design of supply chains from manufacturing sites downstream, instead of upstream from the customer. The Supply Chain Differentiation Guide offers a modern approach to supply chain management. While for many years “one-size-fits-all” approaches to supply chain management were very common, the current efforts of managers and academics alike focus on the simultaneous management of multiple supply chains. Despite the interest of the business sector in the management of multiple supply chains, academia has largely neglected this topic to date. The Supply Chain Differentiation Guide addresses this shortcoming, introducing both established and cutting-edge management methods to the context of supply chain differentiation and providing inspirations for how to improve corporate operations.
Author :Management Association, Information Resources Publisher :IGI Global ISBN 13 :1522571140 Total Pages :2215 pages Book Rating :4.5/5 (225 download)
Book Synopsis Censorship, Surveillance, and Privacy: Concepts, Methodologies, Tools, and Applications by : Management Association, Information Resources
Download or read book Censorship, Surveillance, and Privacy: Concepts, Methodologies, Tools, and Applications written by Management Association, Information Resources and published by IGI Global. This book was released on 2018-10-05 with total page 2215 pages. Available in PDF, EPUB and Kindle. Book excerpt: The censorship and surveillance of individuals, societies, and countries have been a long-debated ethical and moral issue. In consequence, it is vital to explore this controversial topic from all angles. Censorship, Surveillance, and Privacy: Concepts, Methodologies, Tools, and Applications is a vital reference source on the social, moral, religious, and political aspects of censorship and surveillance. It also explores the techniques of technologically supported censorship and surveillance. Highlighting a range of topics such as political censorship, propaganda, and information privacy, this multi-volume book is geared towards government officials, leaders, professionals, policymakers, media specialists, academicians, and researchers interested in the various facets of censorship and surveillance.
Book Synopsis Innovation and Supply Chain Management by : António Carrizo Moreira
Download or read book Innovation and Supply Chain Management written by António Carrizo Moreira and published by Springer. This book was released on 2018-04-28 with total page 353 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book examines key issues, challenges, opportunities and trends in innovation processes and supply chain management. It proposes ways for organizations to improve their performance by developing business strategies, establishing business innovation activities, and aligning business and innovation activities among firms. Further, it showcases and analyzes the implementation of inter- and intra-organizational process improvement activities and the implementation of organizational innovation solutions to address new product and process-related collaborative relationships across the supply chain. The book is useful for researchers, academics and professionals, presenting some of the most advanced research, concepts, and case studies on the relationship between innovation and supply chain.
Book Synopsis Supply Chain Strategy by : Edward H. Frazelle
Download or read book Supply Chain Strategy written by Edward H. Frazelle and published by McGraw Hill Professional. This book was released on 2001-10-16 with total page 369 pages. Available in PDF, EPUB and Kindle. Book excerpt: High-Tech and High-Touch Logistics Solutions for Supply Chain Challenges In today's fast-paced and customer-oriented business environment, superior supply chain performance is a prerequisite to getting and staying competitive. Supply Chain Strategy is based on world-class logistics practices in place in successful supply chain organizations, the latest academic breakthroughs in logistics system design, and the logic of logistics. It presents the proven pillars of success in logistics and supply chain management. Part of McGraw-Hill's Logistics Management Library, Supply Chain Strategy is organized according to author Dr. Ed Frazelle's breakthrough logistics master planning methodology. The methodology leads to metrics, process designs, system designs, and organizational strategies for total supply chain management, total logistics management, customer response, inventory planning and management, supply, transportation, and warehousing. Concise yet complete, Dr. Frazelle's book shows how to develop a comprehensive logistics and supply chain strategy, one that will both complement and support a company's strategic objectives and long-term success. Logisticsthe flow of material, information, and money between consumers and suppliershas become a key boardroom topic. It is the subject of cover features in business publications from Wall Street Journal to BusinessWeek. Annual global logistics expenditures exceed $3.5 trillion, nearly 20 percent of the world's GDP, making logistics perhaps the last frontier for major corporations to significantly increase shareholder and customer value. And at the heart of every effort to improve organizational logistics performance? Supply chain efficiency. Supply Chain Strategy is today's most comprehensive resource for up-to-the-minute thinking and practices on developing supply chain strategies that support a company's overall objectives. Covering world-class practices and systems, taken from the files of Coca-Cola, Wal-Mart, General Electric, and other companies, it covers essential supply chain subjects including: Logistics data miningfor identifying the root cause of material and information flow problems, pinpointing opportunities for process improvements, and providing an objective basis for project-team decision making Inventory planning and managementpresenting metrics, processes, and systems for forecasting, demand planning, and inventory control, yielding lower inventory levels and improved customer service Logistics information systems and Web-based logisticshelping to substitute information for inventory and work content Transportation and distributionfor connecting sourcing locations with customers at the lowest cost by, among other things, leveraging private and third-party transportation systems Logistics organization developmentincluding the seven disciplines that link enterprises across the supply chain, as well as logistics activities within those enterprises Supply Chain Strategy explains and demonstrates how decision makers can use today's technology to enhance key logistics systems at every point in the supply chain, from the time an idea or product is conceived through its delivery to the final user. It describes the major steps in developing an effective, workable logistics management programone that will reduce operating expenses, minimize capital investment, and improve overall customer service and satisfaction.
Book Synopsis Technology Optimization and Change Management for Successful Digital Supply Chains by : Sabri, Ehap
Download or read book Technology Optimization and Change Management for Successful Digital Supply Chains written by Sabri, Ehap and published by IGI Global. This book was released on 2019-03-01 with total page 345 pages. Available in PDF, EPUB and Kindle. Book excerpt: Companies across different industries are launching technology-enabled (digital) business transformation programs to improve their strategic, tactical, and operational supply chain processes. The greatest challenges that they are facing include the lack of preparation and knowledge of the digital transformation life cycle and poorly addressing or neglecting the “people-related” aspects of them. Therefore, improvement initiatives have been short-lived or incomplete, and expected business benefits have not been achieved or materialized. Technology Optimization and Change Management for Successful Digital Supply Chains is a pivotal reference source that provides vital research on the application of digital business transformation programs to improve strategic, tactical, and operational supply chain processes. While highlighting topics such as maturity models, predictive analysis, and communication planning, this publication explores the limited literature in the field of digital supply chain optimization and business transformation, and complements it with practical and proven tactics from the industry. This book is ideally designed for program managers, engineers, students, and practitioners seeking current research on the field’s latest best practices on digital supply chain enablement.
Book Synopsis The Supply Chain Differentiation Guide by : Erik Hofmann
Download or read book The Supply Chain Differentiation Guide written by Erik Hofmann and published by Springer Science & Business Media. This book was released on 2012-10-21 with total page 346 pages. Available in PDF, EPUB and Kindle. Book excerpt: The importance of supply chain management has increased over the last few decades. Today, entire supply chains are competing with each other instead of individual companies. As such, supply chain management has become a way for companies to set themselves apart from competing companies and their supply chains. Interestingly, supply chain management mainly focuses on efficiency-oriented topics rather than effectiveness-driven issues, in particular the design of supply chains from manufacturing sites downstream, instead of upstream from the customer. The Supply Chain Differentiation Guide offers a modern approach to supply chain management. While for many years “one-size-fits-all” approaches to supply chain management were very common, the current efforts of managers and academics alike focus on the simultaneous management of multiple supply chains. Despite the interest of the business sector in the management of multiple supply chains, academia has largely neglected this topic to date. The Supply Chain Differentiation Guide addresses this shortcoming, introducing both established and cutting-edge management methods to the context of supply chain differentiation and providing inspirations for how to improve corporate operations.
Book Synopsis Global Supply Chain Management: Leveraging Processes, Measurements, and Tools for Strategic Corporate Advantage by : G. Tomas M. Hult
Download or read book Global Supply Chain Management: Leveraging Processes, Measurements, and Tools for Strategic Corporate Advantage written by G. Tomas M. Hult and published by McGraw Hill Professional. This book was released on 2013-11-08 with total page 273 pages. Available in PDF, EPUB and Kindle. Book excerpt: LEVERAGE YOUR SUPPLY CHAIN FOR MAXIMUM PROFIT Do you have a global supply chain strategy designed for the long run? About 90 percent of global demand is not fully met by local supply, and global supply chains will soon account for 25 percent of multinational firms' performance--meanwhile, supply chains need to become 43 percent more global in the next decade just to maintain a firm's competitive edge. Written by three of today's leading experts on the subject--each from Michigan State University, the uncontested world leader of supply chain management--Global Supply Chain Management gives you the know-how and tools to dramatically boost supply chain efficiency by making it a core element of your overall corporate strategy. Global Supply Chain Management takes you step by step through the process of creating and managing a global supply chain strategy and aligning it with the conditions of your industry. Learn everything you need to know about developing a core strategy plus strategies for each of the critical supply chain functions: LOGISTICS--Integrate logistics strategy and tactical activities PURCHASING--Manage the transition to purchasing globally OPERATIONS--Systematically design, direct, and control processes MARKET CHANNELS--Effectively connect your supply chain to customers With in-depth case studies and data showing how American Express, AB InBev, Dell, FedEx, Daimler, Microsoft, Nestlé, Nokia, and several other prominent companies have applied global supply chain strategy to increase profits and growth, Global Supply Chain Management helps you take action to drive similar success in your company. If you're serious about competing today--and in the future--you must integrate and leverage strategic supply chain management into your overall corporate strategy. Global Supply Chain Management provides everything you need to build a strategy designed for the long run. PRAISE FOR GLOBAL SUPPLY CHAIN MANAGEMENT "This book does a superb job of using a total value perspective and integrating business functions into a strategic framework for global supply chain management that can be leveraged for success." -- Leif Johansson, Chairman of the Board of Directors of AstraZeneca, Ericsson, European Round Table of Industrialists, and the International Advisory Board of the Nobel Foundation "Written by a superb team of world-leading authors on global supply chain management, this book provides a great framework for companies to leverage global supply chain functions and processes, measurements, and tools to achieve sustained strategic advantage in the global marketplace." -- Michael Lawton, Chief Financial Officer (CFO) and Executive Vice President of Finance of Domino's Pizza, Inc. "In our company, we have come to recognize the strategic importance of building and maintaining a global supply chain. This book does an excellent job of identifying a framework for considering the implications of an integrated model for global supply chain management. It's clear that the authors have tremendous experience, and they have shared their insights in an innovative and integrative way." -- John Shull, Vice President and Global Procurement Officer of Steelcase Inc. "Global supply chains are critically important to companies in delivering products and services that satisfy customers. Hult, Closs, and Frayer provide an excellent model for how to drive the strategic and operational dimensions of global supply chain management to maximize end-customer value." -- Claes Fornell, Chairman of the Board of Directors of CFI Group Worldwide and ForeSee, and founder of the American Customer Satisfaction Index (ACSI)
