Big Show In The Big City

Sadagursky argued that an in-plant's goal is to be an indispensable customer resource.

"We are very concerned about having a consistent image. We want people to know that wherever a customer is, they'll get consistent customer service," he noted.

Sadagursky was followed by Mike Renn, assistant vice president for corporate operations at Mellon Financial. Renn noted that the "ultimate goal" that should inform every decision an in-plant manager makes is the success of his or her customers.