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In many cases it is not appropriate to utilise a system of daily route scheduling. This paper looks at the situation where a fixed route system is required and the demand characteristics of the customers must be matched to the system.

The choice of what services to provide to customers is a problem of strategic significance to most companies, yet this is a decision which is often taken in an arbitrary fashion for purely qualitative and subjective reasons. The decision made here can have serious repercussions in many areas of company operations and especially in the design and operation of the distribution system. For example, a decision to deliver to all customers within twenty‐four hours of receipt of an order can lead to a distribution system involving a large number of small, expensive depots and an underutilised delivery fleet. On the other hand an unreliable service, with many partially filled orders or frequently damaged articles for example can mean a loss of sales as customers go elsewhere.

Much of the working time expended by work study personnel in gathering statistical data at grass‐root level and in improving methods could, with foresight, be directed into more profitable channels. At the design stage, the draughtsman, for example, could break the job down to one operation instead of sending out a drawing that involves two operations on the shop floor. By being trained in method study draughtsmen could make a major contribution to productivity.

“I can't make your drat time on this machine” or “It's all very well you standing there—you don't have to put up with this drat heat hour after hour”, typical comments which you, the work study technician, are continuously confronted with on the shop floor. And this is probably because the operator is trying to get even. Your apparent indifference while the study was taking place released all his pent up feelings about watches, work study, factory environment, pay, bonus and what have you.