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Material handling guru John Splude helped bring the customer care revolution to an industry where the guiding philosophy used to be "Get in, install the biggest system you can sell 'em, and get out."
You're in good company. Even the leading-edge DCs are shying away from the revolutionary in favor of more traditional equipment that's better, cheaper and faster and increasingly controlled by computers.
As companies begin to compete supply chain to supply chain, the barriers will be removed; everyone no matter how far up or down the chain will be expected to be ready to respond to customers' demands.
When you hire a 3PL to handle all or part of your company's logistics operations, you can't just sign the contract, walk away, and assume that all is well and will remain that way.