Abstract
This paper presents a best practice case study resembling a real-life situation. The case is used as a vehicle to illustrate the dilemma rooted in the continued adoption by some organisations of historical practices which limit opportunities for significant improvement. This case study focuses on practices that enable companies to improve their operations, increase their bottom line, and effectively compete in the global arena. In particular, it examines the decisions made and trend of events leading to the delivery of a chicken tikka meal to a hungry passenger aboard a London bound train as it temporarily stopped in Peterborough.
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