000			01393nam a2200169Ia 4500
008			140223b2002 xxu||||| |||| 00| 0 eng d
020			_a9780130353313 _c0.00
082			_a658.812 _bBAS
100			_aBasch, Michael D.
245			_aCustomer Culture: How FedEx and Other Great Companies Put the Customer First Every Day
260			_aNew Jersey _bPrentice-Hall, Inc. _c2002
300			_a274p
500			_aContents 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
600			_aMarketing
890			_aUSA
995			_ABAS _B001478 _CS.B-S.B _D977.28 _E0 _F049 _G26884 _H0 _I0.00 _J _ 24.00 _UC _W20030102 _XBooks India _ZGeneral
999			_c59844 _d59844