We discuss the big night courier company to guarantee its service, and that creates a headache for one of its clients. The problem exposes shortcomings in their service and warranty it is advertised heavily. Formal complaint is made CEO. From the point of view of the general director, students must confront the various issues relating to the problem. "Hide
by Christopher WL Hart Source: Harvard Business School 4 pages. Publication Date: October 27, 1989. Prod. #: 690004-PDF-ENG
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