PPT Slide

Benefits of High Quality Service

Price (vs. avg.) 96% 107%

Change in

Market Share* -2% +4%

Profitability 1% 12%

(ROS)

Sales Growth* +8 +17%

Source: PIMS data, 450 firms, "Beyond. . ." cs 66. See Gale, ch. 6, 1994, "How to Achieve Quuality Service,"

*per year for four years. cs66

Below

average

Firms

Above

average

Firms

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