The commercial director for ICI Colours (a $400 million global business) faced a major decision: should it implement the Customer Charter initiative? The intention of Customer Charter was to agree on a mutually agreeable service package with key customers, then monitor and report C&FC's performance against these requirements. The program hinged on the promise to trace back and forever eliminate service deficiencies at their source. Some concern had been expressed within the Colours organization about its ability to deliver.
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