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Creating a new culture: The CERT challenge

Michael Lainas (Group Business Development Director at The CERT Group, Hertfordshire, UK.)

Supply Chain Management

ISSN: 1359-8546

Article publication date: 1 December 1999

1030

Abstract

Drawing on the experience gained from the recent turnaround of fortunes at The CERT Group, describes the key role of customer service and the challenges associated with establishing a service culture in one of the UK’s leading third party logistics providers. The process was so successful that the company branded it “success with service”, thereby helping internal staff buy into the company’s mission and live the company’s mission, as well as delivering direct benefits to the company’s bottom line, by assisting customer retention and winning new business.

Keywords

Citation

Lainas, M. (1999), "Creating a new culture: The CERT challenge", Supply Chain Management, Vol. 4 No. 5, pp. 226-230. https://doi.org/10.1108/13598549910371177

Publisher

:

MCB UP Ltd

Copyright © 1999, MCB UP Limited

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