TY  - BOOK
AU  - Basch,Michael D.
TI  - Customer culture: how Fed Ex and other great companies put the customer first every day 
T2  - Financial Times Prentice Hall books
SN  - 0130353310
AV  - HD 58.7 B372.2002
PY  - 2002///,
CY  - Upper Saddle River, NJ
PB  - Prentice Hall PTR
KW  - Corporate culture
KW  - Cultura corporativa
KW  - Organizational effectiveness
KW  - Efectividad organizacional
KW  - Quality of work life
KW  - Calidad de vida laboral
KW  - Customer loyalty
KW  - Lealtad del cliente
KW  - Case studies
KW  - Estudio de casos
N1  - Incluye referencias bibliográficas e índice; The Theory --; America, You Have a New Airline and ... a New Standard of Service --; Systems Drive People --; A UPS Systems Example: Reducing Transaction Costs ... --; Problem --; Systemic Cause --; Solution --; Result --; Another UPS Example: An Elegant Solution to Reduce Mis-sorts --; Problem --; Systemic Cause --; Solution --; Result --; A Federal Express Example: On-time Departure --; Problem --; Systemic Cause --; Results --; Vision --; The First Need of People Is to Have Their Physical Needs Met --; Stage Two Is Meeting Informational Needs --; Stage Three Is Meeting Emotional Needs --; Stage Four Is Spiritual Needs --; Values as Words Versus Values as Actions --; Goals --; Relevance --; You Get What You Recognize --; Invention of the EAGLE Card --; Legendary Stories Encourage Legendary Behaviors --; You Can't Manage or Innovate What You Can't Measure --; A Good Example Where Feedback Has Been Lost Is the U.S. Healthcare System --; Extraordinary Service Is Delivered by its Creators --; 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 --; You Can Turn Angry Customers into Raving Fans Simply by Solving Their Problems --; The Single Egg Organization --; The Single Egg Organization --; Federal Express Creates FedEx Services --; Larson-Juhl Combines Sales and Service Locally --; Bell Sports Sets Up Separate Companies --; The Hierarchy of Horrors --; The Seven Dynamics of Change --; Dynamics of Change Exercise --; How to Deal with the Dynamics of Change
ER  -