Problem description: TBC Distribution is an Illawarra based business which operates in the states of NSW, ACT and QLD in Australia.

TBC Distribution specialises in cleaning and hygiene solutions for the healthcare, hospitality, education, government, industrial and commercial sectors. They supply a full range of chemicals, hand and body care, toilet paper and paper towels, garbage bags and bins, janitorial supplies, vacuum cleaners and safety gear. In addition, they offer an extensive range of glassware and kitchenware.

TBC Distribution is looking to expand its business activities. One current activity is Kapture, a market leading dust suppression solutions company, that have products that are engineered to solve environmental and industrial problems. Some useful information: What distinguishes TBC Distribution from its competitors are listed below:

-People that own the business run the business

-5 customer service reps

-Planned delivery / service patterns

-Next day delivery

-Quality products

-Approx 100+ years industry knowledge

-Member of TCA Market best buying power

-East Coast Australia foot print Company website: www.tbcdistribution.com.au and www.kapturedust.com.au Question: An Executive summary and introduction is required on the review of the the Customer Service strategy and focusing on issues to develop a sustainable business model for expanding the business of TBC company.