Customer Culture: How FedEx and Other Great Companies Put the Customer First Every Day

Contents Part 1: The 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 Part 2: The Application The phoenix dog piss theory Big companies are like big ships - slow to move and slow to change Systemize the routine: humanize the exception The single egg organization The hierarchy of horrors The seven dynamics of change Part 3: The Results The paddi lund story Anatomy of a start-up: innovation in action Anatomy of a turnaround: customer culture in transition The vision of the ideal at a federal express station The ups philosophy as stated by its founder