Customer culture: how Fed Ex and other great companies put the customer first every day

Description

Theory: America, you have a new airline and a new standard of service; Systems drive people; Vision; Values as words versus values as actions; Goals; Relevance; You can't manage or innovate what you can't measure; Extraordinary service is delivered by its creators -- Application: Phoenix dog piss theory; Big companies are like big ships, slow to move and slow to change; Systemize the routine, humanize the exception; Single egg organization; Hierarchy of horrors; Seven dynamics of change -- Results: Paddi Lund story; Anatomy of a start-up, innovation in action; Anatomy of a turnaround, customer culture in transition; Vision of the ideal at a Federal Express station; UPS philosophy as stated by its founder.;[The author] identifies the key cultural obstacles and leadership failures that dilute customer focus, and demonstrates exactly how to build systems and structures that help good people deliver outstanding customer service.-Back cover. Theory: America, you have a new airline and a new standard of service Systems drive people Vision Values as words versus values as actions Goals Relevance You can't manage or innovate what you can't measure Extraordinary service is delivered by its creators -- Application: Phoenix dog piss theory Big companies are like big ships, slow to move and slow to change Systemize the routine, humanize the exception Single egg organization Hierarchy of horrors Seven dynamics of change -- Results: Paddi Lund story Anatomy of a start-up, innovation in action Anatomy of a turnaround, customer culture in transition Vision of the ideal at a Federal Express station UPS philosophy as stated by its founder.