New product sales and satisfaction levels at a chemical manufacturer

Eastman Chemical is a $4 billion company that manufactures and markets over 400 chemicals, fibres, and plastics for 7,000 customers worldwide. Commercial development at Eastman increased new product sales from 11% to 22% (over the 5 years from 1989-1993) and Eastman practices were ranked as second among a group of 13 leading chemical companies. A strong focus on customers led to more than 70% of customers regarding Eastman as number one supplier from 1990-1993....