ABSTRACT
In recent years, rapid advances in communication, data processing, and manufacturing technologies, together with the dismantling of trade barriers, have fundamentally reshaped the environment in which businesses operate. Change and ever-increasing levels of competition have become constants in this landscape. In response, companies are increasingly focused on satisfying their customers, as the latter are the ones who ultimately pay for their expenses and profit. Related to this, the dimensions of competition have expanded well beyond the traditional aspects of price and quality to include flexibility, speed, and continuous improvement in the ability to add value for customers.
