That′s Smart Thinking

Abstract

Describes how OCS Smarts Group is continuing to find better ways of building relationships with customers and suppliers, whilst emphasising the role of employees in this process. Asserts that key to its success is Customer service. Examines the Smarts Quality Care programme. Discusses two developments designed to build relationships with customers and improve service, the first showing the value of relationship building with strategically important suppliers. Describes the establishment of commercial networks. Concludes that it is a business that has invested as much in its people as in new technology. Both the transponder technology and commercial networks are clearly focused on meeting real customers′ needs by building viable, lasting relationships.

Citation

Seath, I. (1993), "That′s Smart Thinking", The TQM Magazine, Vol. 5 No. 5. https://doi.org/10.1108/EUM0000000003095