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Demystifying the supplier‐customer interface

William Wrennall (William Wrennall is President of The Leawood Group, an industrial engineering and management consulting firm in Leawood, Kansas, USA. He is past president and current member of the International Advisory Board of the World Confederation of Productivity Science and is a member of the Editorial Advisory Board of this journal.)

Work Study

ISSN: 0043-8022

Article publication date: 1 February 2000



Changes are occurring in the supplier‐customer interface. It sometimes looks as though the customer now has to provide the economies of commercial transactions while the supplier reaps the benefits. Written from a supplier perspective, this paper suggests that issues of customer service, satisfaction and retention are more complex than often assumed, but must be understood if they are to be used as the basis of competitive advantage. It is possible to gain the benefits of higher productivity and offer customers the service they expect – but only if those expectations are known and managed.



Wrennall, W. (2000), "Demystifying the supplier‐customer interface", Work Study, Vol. 49 No. 1, pp. 18-23.




Copyright © 2000, MCB UP Limited

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