t has been said that in the global market the competitive edge comes from service.
What do you understand by the term service? How is service determined and meas-
ured in your organisation in terms of your immediate customers and your immediate
2. Explain why in the global economy the greater percentage of the workforce of
developed nations will continue to be employed in service activities.
3. Island of Excellence was a term widely used some ten years ago. Why is this an out-
4. In the case example for American Express discuss how the introduction of the S2S
(Source-to-Settle) product suite helped to improve service in organisations’ global
supply chain performance.
5. What are the major reasons for this fundamental shift from a site-centric linear supply
chain to a collaborative network of global supply chains? Discuss the collaborative
forecasting model and its advantages. Why do we need a total supply chain manage-
ment approach in managing global supply chains?
6. Explain with illustrative examples value chain and value stream mapping.
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