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392 case study 3 • carglass : Building and sustaining a customer-centric organisation
notes on the case
1 Rangarajan, D. and Lubner, G. (2011) ‘Delivering exceptional service: The Belron® experience’,
Vlerick Leuven Gent Management School Case study, VLGMS-1105-C, pp. 3–4.
2 Ibid., p. 4.
3 Coleman, M. (2011) ‘Growing leaders grows profits’, Blog posted on March 15th: http://www.
hrneurope.com/blog/?author=2%2Fpage%2F2&paged=3 (website accessed 6 August, 2012).
4 Hermans, H. (2009) ‘Scherven brengen Carglass® geluk’, Bizz, May, pp. 38–41.
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