Most companies establish customer service policies which are then uniformly applied to all customers with the possible exception of providing superior service to the few largest customers. In this article the service provided by the major suppliers in the scientific instrument and supplies industry in Australia is examined. This is contrasted to the service requirements of their customers in toto and by segment. Considerable differences were found between the service provided and the service required. Also service requirements differed significantly between customer segments. Competitive advantage can be obtained by the supplier providing differential service levels by customer segment.

TX 75083-3836, U.S.A., fax 01-972-952-9435. AbstractWe examine the two-year history of an extended reach duallateral well, in which lateral production has been controlled by downhole flow control valves to minimize water production and optimize the lift effected by a high-horsepower electrical submersible pump. We assess the impact of downhole flow control on production performance by a modeling exercise consisting of refining a region surrounding the wellbore to reproduce the observed production history, and then forecasting the performance of that refined model under alternate completion scenarios. This methodology can also be used to select valve settings that are most advantageous to production.