Ratan Tata, one of India's most internationally-recognised business leaders, will soon step down as chairman of Tata Sons, after more than 20 years heading the group.
If we don't focus on the customer, then we're lost. So what does the customer want? The customer wants an absolutely impeccable service and she or he wants the product really as soon as she or he can possibly get it."
When your company is selling to the world from distribution centres based in London and New York (and soon Hong Kong) - and you don't have the benefit of a non-union 24/7 elf workforce - what's the answer?