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Operations Due Diligence by James F. Grebey

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CHAPTER 4

Assessment of the Customer Satisfaction Infrastructure

In 1849 the discovery of gold in California caused thousands of men to move from the farms and cities of the east to take up the rugged life of gold miners in the west. As they roamed the hills and streams of California, they were usually dirty, wet, and exposed to the natural elements. The clothes they wore had to be able to survive these conditions, often for an extended period of time. The blue jeans worn by sailors at the time met most of the miners’ requirements. The sailors’ jeans were rugged and made for extended exposure to the elements. Sailors, however, didn’t have to climb mountains, move rocks, and perform many of the other jobs the miners faced. The denim material the ...

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