Managing the Critical Processes that Drive Customer Satisfaction at Whitbread Available to Purchase

Briefly outlines Whitbread Beer Company’s activities and background,giving some reasons for the ailing market it has encountered. Details two teams – customer management and customer service management – which were initiated to combat this. Enumerates areas of improvement, from basics such as understanding customer needs, to providing a meaningful customer service, using BPR. Concludes with some recommendations for establishing a process of leading quality and improvement.