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To: arthur pritchard who wrote (131274)	6/5/1999 3:14:00 AM
From: Keo	Respond to of 176387

Arthur/Scott: no question that the customer as stakeholder is significant --- but I have been increasingly dismayed over the years as I see companies nearly spurn customer service and still increase market share. And companies that embraced customer service whither into the fold of a takeover. It could be coincidental; I certainly have no data against which I could run analysis. But I guess if it's in vogue to value service and support, then it will be perceived as a positive attribute. And if it's not in vogue, it will be seen as an unnecessary expense. Arthur and I know a person who has worked with large bio-chem companies in Environmental Health & Safety, HazMat'ls mgt, etc.. and she told me that these departments are being dismantled; only shells remain for PR and overall windowdressing purposes. just seen as a burden; robust Envir Health &Safety programs no longer a source of pride. Keo