ABSTRACT
On a frosty morning in January 2004, Jack Murphy sat at his desk and thought about how he could get his client Night Train back on track. Murphy was vice president of operations for Musictoday, a provider of e-commerce, ticketing, and merchandising services to the music industry. For a wide variety of artists, Musictoday sold tickets to live events, built custom Internet stores, and ful–lled orders for merchandise, including CDs, T-shirts, hats, posters, and stickers (see Figure 14.1 for representative items). Musictoday also packed and shipped those orders from an inventory that the company stocked in its warehouse located in Charlottesville, Virginia.
