Case Study - Mama Products (customer service strategy, relationship between internal customers and supply chain management, JIT and TQM)

1. Introduction The purpose of this project is to analyze and evaluate the operations of Mama Products distribution company in respect to several factors: the role of internal customer in the development of effective value supply chain management, customer service strategy, and on the recommendations regarding the possible implementation of JIT and TQM concepts into the company's operation. Throughout the project and the discussion regarding mentioned factors, we will show how closely related all these factors …

…continuous process improvements and other factors suggested above. Finally, according to Daily and Bishop (2003), there are four key elements on which the companies should focus when implementing the TQM philosophy: management support, training, teamwork, and reward programs. Therefore, it is crucial for Mama Products Company to focus its resources on these elements in order to achieve greater business competence that would result in higher quality customer service and would provide a basis for further expansion.