This book focuses on what the customer wants from the supply chain and how organizations must restructure their outdated business models to meet their customer's needs in a global economy. Ross, a consultant in supply chain and manufacturing management, argues that effective management must start with the aim of increased empathy for customers in order to bring total value to their shopping experience. He demonstrates how to use the supply chain to manage the customer experience, shows how to design and maintain an efficient delivery channel, and explains how to leverage the process value chain to support customer intimacy. Annotation ©2008 Book News, Inc., Portland, OR (booknews.com)