CUSTOM - MADE APPAREL AT LANDS ’ END 1 Executive Summary

1 Jack Rockart was the senior editor accepting this paper. Portions of this paper are adapted from a previously published teaching case study: Ives, B., G. Piccoli, “Custom-made Apparel and Individualized Service at Lands’ End,” Communications of the Association for Information Systems, (11:3), January 2003. 2 In mid-2002, Sears acquired Lands’ End. rugby shirts. Stressing quality and value rather than fashion fads, it won loyal customers by setting a new standard for service: Calls to its phone centers were answered within 1.5 rings, merchandise was almost always available and orders were usually shipped within a day.”