Warren Blanding

The idea for this Handbook dates back more than a dozen years, to the time when I was commissioned by The Mason and Dixon Lines to develop a handbook that would be useful both to their own people and to their shippers in understanding and applying the basic principles of the then-emerging management science of physical distribution management. Then as now, there were several excellent textbooks in the field. But they were written primarily for classroom use, for persons who would be entering careers in the field at a later date. And there was virtually nothing for the working manager or manager-to-be. Thus we saw the need for a hands-on, practically-oriented guide to physical distribution management, written mainly in non-academic language and supplement­ ing rather than duplicating the excellent existing coverage of inventory theory, queueing and,other textbook subjects. Bear in mind that the times were quite different, back then. The Na­ tional Council of Physical Distribution Management (NCPDM) had been in existence barely two years, and had fewer than 200 members. Indeed, there were probably not 100 persons in the country who had the title "Distribution Manager" after their names. Today, of course, the NCPDM has over 2,000 members and the distribution manager title is widely used and recognized. In fact, many who hold the title today were recipients of the original Mason and Dixon materials back then, and quite often car­ ried the time-honored title of "Traffic Manager.

Even the most casual reader leafing through the pages of this book will quickly realize that it is not the thoughts of one indi­ vidual set down on paper, but rather the synergism of many people. Herbert Goeler of American Cyanamid and Keith Slater of Johns-Manville, the latter now retired, are certainly the brightest stars in my particular customer service galaxy. They have been well-springs of information, thinkers and thought­ starters, friends and fellow-believers, for almost two decades. Without the encouragement and inspiration they gave me, this book would be much shorter and far less relevant. In 1984, my firm presented Herb and Keith with our special "Patron Saint" Award; it doesn't say nearly enough for what they have meant to me personally and, through me, to the field of customer service management where I disseminate ideas and guidance as an editor and teacher. Some years ago, the American Management Associations asked me to chair a series of seminars on Customer Service Management in the U. S. and Canada. Through this activity I met many wonderful people who in many cases taught me more than I taught them.

Even the most casual reader leafing through the pages of this book will quickly realize that it is not the thoughts of one indi­ vidual set down on paper, but rather the synergism of many people. Herbert Goeler of American Cyanamid and Keith Slater of Johns-Manville, the latter now retired, are certainly the brightest stars in my particular customer service galaxy. They have been well-springs of information, thinkers and thought­ starters, friends and fellow-believers, for almost two decades. Without the encouragement and inspiration they gave me, this book would be much shorter and far less relevant. In 1984, my firm presented Herb and Keith with our special "Patron Saint" Award; it doesn't say nearly enough for what they have meant to me personally and, through me, to the field of customer service management where I disseminate ideas and guidance as an editor and teacher. Some years ago, the American Management Associations asked me to chair a series of seminars on Customer Service Management in the U. S. and Canada. Through this activity I met many wonderful people who in many cases taught me more than I taught them.

The idea for this Handbook dates back more than a dozen years, to the time when I was commissioned by The Mason and Dixon Lines to develop a handbook that would be useful both to their own people and to their shippers in understanding and applying the basic principles of the then-emerging management science of physical distribution management. Then as now, there were several excellent textbooks in the field. But they were written primarily for classroom use, for persons who would be entering careers in the field at a later date. And there was virtually nothing for the working manager or manager-to-be. Thus we saw the need for a hands-on, practically-oriented guide to physical distribution management, written mainly in non-academic language and supplement­ ing rather than duplicating the excellent existing coverage of inventory theory, queueing and,other textbook subjects. Bear in mind that the times were quite different, back then. The Na­ tional Council of Physical Distribution Management (NCPDM) had been in existence barely two years, and had fewer than 200 members. Indeed, there were probably not 100 persons in the country who had the title "Distribution Manager" after their names. Today, of course, the NCPDM has over 2,000 members and the distribution manager title is widely used and recognized. In fact, many who hold the title today were recipients of the original Mason and Dixon materials back then, and quite often car­ ried the time-honored title of "Traffic Manager.