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58 The PCB Magazine • July 2015 8. Ability to transport and store hazardous waste materials 9. Coordinated technical and training services from both the supplier and the distributor To meet these most difficult delivery re- quirements, the distributor needs to be proac- tive and have as much product on the shelf as possible. When it comes to value-added, we call it staging. Materials and equipment need to be in place for quick and efficient comple- tion. For example, in the case of laminate, panels need to be precut to size and be ready for last-minute drilling of tooling holes if re- quired. Delivery to the customer is the final step, aside from further technical support. Many times the truck driver can be your best salesman and ambassador. His work ethic and reliable de- livery routine can be his most important asset. Key Issue: The Customer's Needs As long as I can remember, the customer has never been wrong. He wants what he wants and the only way to change his mind is to service the hell out of him. Only then, and if the time is right, will you possibly be able to offer some- thing new and different, but you must know for sure it is the right thing to do. At some point, everyone is a customer and again, relationship and trust are fundamental to the experience. Feature THE KEyS TO SUCCESS FOR SUPPLy CHAIN MANAGEMENT continues Figure 4: copper foil preparation. Figure 3: laminate slitting, panelling, and tooling.