Page 493 - Operations Strategy

468 case study 15 • slagelse IndustrIal servIces (sIs)
various investigations took up lots of managerial time and the reputation of the firm
was seriously affected. As the site operations manager explained, even their traditional
customers expressed concerns.

‘It’s amazing but people we had been supplying for thirty or forty years were calling me up
and asking “[Manager’s name] what’s going on?” and that they were worried about what
all this might mean for them … these are completely different markets!’

note on the case

1 This case originally appeared in Slack, N. Brandon-Jones, A., Robert Johnston, R. and Betts, A.
(2012) Operations and Process Management, 3rd Edition, Harlow, UK: Pearson.

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