TITLE

Greater Manchester Branch — Customer Service Delivery Fact, Fiction or Illusion?

AUTHOR(S)
Green, Leonard
PUB. DATE
December 2000
SOURCE
Logistics & Transport Focus;Dec2000, Vol. 2 Issue 10, p65
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
This article focuses on the views presented by Chris Green, chief executive of the Virgin Trains company, during the meeting of the members of the Greater Manchester branch of the Institute of Logistics and Transport. He accepts that, in seeking to turn the West Coast and cross country into world class by 2003, they face the ultimate customer challenge. With 300 trains and 100,000 customers a day, two billion miles a year, serving 130 towns and cities, there is ample potential for system failure, without the added problem of the West Coast Main Line upgrade and its inevitable delays. In customer service the company plans to adopt the reversed organizational chart, showing customers and people at the top of the chart and the senior management team at the bottom.
ACCESSION #
11782273

 

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