000			03143nam a2200493 i 4500
001			000686756
003			OCoLC
005			20240105152857.0
008			170113t20022002nju rb 001 0 eng d
010			_a 2002020628
020			_a0130353310
020			_a9780130353313
035			_a416029
040			_aDLC _bspa _erda _cDLC _dUIASF
050		4	_aHD 58.7 _bB372.2002
100	1		_aBasch, Michael D.
245	1	0	_aCustomer culture : _bhow Fed Ex and other great companies put the customer first every day / _cMichael D. Basch.
264		1	_aUpper Saddle River, NJ : _bPrentice Hall PTR, _c2002,
264		4	_c©2002.
300			_axxv, 274 páginas ; _c23 cm.
336			_atexto _btxt _2rdacontent
337			_asin mediación _bn _2rdamedia
338			_avolumen _bnc _2rdacarrier
490	1		_aFinancial Times Prentice Hall books
504			_aIncluye referencias bibliográficas e índice.
505	0	0	_tThe Theory -- _tAmerica, You Have a New Airline and ... a New Standard of Service -- _tSystems Drive People -- _tA UPS Systems Example: Reducing Transaction Costs ... -- _tProblem -- _tSystemic Cause -- _tSolution -- _tResult -- _tAnother UPS Example: An Elegant Solution to Reduce Mis-sorts -- _tProblem -- _tSystemic Cause -- _tSolution -- _tResult -- _tA Federal Express Example: On-time Departure -- _tProblem -- _tSystemic Cause -- _tResults -- _tVision -- _tThe First Need of People Is to Have Their Physical Needs Met -- _tStage Two Is Meeting Informational Needs -- _tStage Three Is Meeting Emotional Needs -- _tStage Four Is Spiritual Needs -- _tValues as Words Versus Values as Actions -- _tGoals -- _tRelevance -- _tYou Get What You Recognize -- _tInvention of the EAGLE Card -- _tLegendary Stories Encourage Legendary Behaviors -- _tYou Can't Manage or Innovate What You Can't Measure -- _tA Good Example Where Feedback Has Been Lost Is the U.S. Healthcare System -- _tExtraordinary Service Is Delivered by its Creators -- _tThe Application -- _tThe Phoenix Dog Piss Theory -- _tBig Companies Are Like Big Ships--Slow to Move and Slow to Change -- _tSystemize the Routine; Humanize the Exception -- _tYou Can Turn Angry Customers into Raving Fans Simply by Solving Their Problems -- _tThe Single Egg Organization -- _tThe Single Egg Organization -- _tFederal Express Creates FedEx Services -- _tLarson-Juhl Combines Sales and Service Locally -- _tBell Sports Sets Up Separate Companies -- _tThe Hierarchy of Horrors -- _tThe Seven Dynamics of Change -- _tDynamics of Change Exercise -- _tHow to Deal with the Dynamics of Change.
650		0	_aCorporate culture.
650		4	_aCultura corporativa
650		0	_aOrganizational effectiveness.
650		4	_aEfectividad organizacional
650		0	_aQuality of work life.
650		4	_aCalidad de vida laboral
650		0	_aCustomer loyalty.
650		4	_aLealtad del cliente
650		0	_aCorporate culture _vCase studies.
650		4	_aCultura corporativa _xEstudio de casos
650		0	_aOrganizational effectiveness _vCase studies.
830		0	_aFinancial Times Prentice Hall books.
905			_a01
942		1	_cNEWBFXC1
999			_c642531 _d642531
980			_851 _gRonald RUIZ