This book presents a progressive, cost-cutting efficiency system that builds on material requirement planning (MRP) and enterprise resource planning (ERP) to facilitate improved customer satisfaction. It illustrates how shifting the focus from inventory replenishment to customer service results in a better product, received exactly on time, and with actual cost. The author elaborates on the classic "5 Whys" technique as it applies to customer satisfaction planning (CSP), explains manufacturing system evolution, looks at how to establish and personalize the customer relationship as well as rate and forecast clients, and presents examples of CSP in action.