ABSTRACT
This chapter highlights the role of policy makers in creating effective, modern, customer-oriented logistics systems. It explains how to create a policy framework for supply chain improvement–from gaining policy makers' support to changing the organization. The chapter provides guidelines for establishing and maintaining policy-level support, and discusses how different approaches to supply chain improvement involve the policy level. A top-down approach means first building a strong policy-level commitment to logistics improvement, then, with the full backing of well-informed policy makers, enhancing supply chain operations within this policy environment. Customer service in logistics is a set of values, attitudes, and procedures that make the customer the focal point for all supply chain operations. Relaxed, informal, face-to-face discussions about supply chain management are a simple, effective way to build a favourable policy environment for supply chain improvements. Policy makers need to: understand, value, and ensure.
