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The Definitive Guide to Modern Supply Chain Management (Collection) by Sara Lewis, Michael Watson, John Bell, Thomas J. Goldsby, Peter Cacioppi, Jay Jayaraman, Chuck Munson, Chad W. Autry, Mark A. Moon

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Case 28. Tussle between Maintaining Customer Satisfaction and Supply Chain Constraints: IGNYS Automotive1

1 As this is a pedagogical case, certain data have been disguised to ensure data confidentiality. None should be interpreted as being the actual data from this company.

Satish Kumar and Dileep More

Indian Institute of Management, Calcutta, India; satishk2013@iimcal.ac.in

Indian Institute of Management, Calcutta, India; dileep_more@iimcal.ac.in

Mr. Neil Parr, head of Automotive Division of IGNYS, is facing a tough time. He needs to prepare a presentation to the board of directors of the IGNYS Company regarding the dip in customer satisfaction that was highlighted in yesterday’s JD Power and Associates market research report. Ms. Arunima ...

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