Maintaining Relationships With Supply Chain Partners: A Case Study

Abstract

This case study describes efforts of a market leader in the communication infrastructure industry to assess the relationships they have developed with their global supply chain partners.  Changes in the industry have resulted in geographic shifts of existing and potential supply chain suppliers and customers.  In an effort to determine if commitment to customer service has resulted in increased customer satisfaction and loyalty, research was conducted to assess their performance.  The results of this research were compared to previous research to determine if their service program has successfully differentiated them from their competitors.