Briefly outlines Whitbread Beer Company’s activities and background,giving some reasons for the ailing market it has encountered. Detailstwo teams – customer management and…
Abstract
Briefly outlines Whitbread Beer Company’s activities and background, giving some reasons for the ailing market it has encountered. Details two teams – customer management and customer service management – which were initiated to combat this. Enumerates areas of improvement, from basics such as understanding customer needs, to providing a meaningful customer service, using BPR. Concludes with some recommendations for establishing a process of leading quality and improvement.