And so Asbury’s CEO (Ken Gilman) directly addressed the idea of leaving the customer interface side alone (but still improving the processes.)  He said: “for the customer facing activities, we want to take advantage of the entrepreneurial heritage of the industry.”  He went on to explain that the reason for this is that the business is expressed in unique ways in specific markets.  But the infrastructure, that is those areas where the customer does not get involved in, Mr. Gilman feels the company can leverage its scale. 

He tended to define customer facing activities as those activities that involved the people at the store.  So the human resources, ability to hire, fi ...

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