Coverart for item
The Resource Customer culture : how Fed Ex and other great companies put the customer first every day, Michael D. Basch

Customer culture : how Fed Ex and other great companies put the customer first every day, Michael D. Basch

Label
Customer culture : how Fed Ex and other great companies put the customer first every day
Title
Customer culture
Title remainder
how Fed Ex and other great companies put the customer first every day
Statement of responsibility
Michael D. Basch
Creator
Subject
Genre
Language
eng
Summary
Annotation
Member of
Cataloging source
N$T
http://library.link/vocab/creatorName
Basch, Michael D
Dewey number
658
Illustrations
illustrations
Index
index present
LC call number
HD58.7
LC item number
.B372 2002eb
Literary form
non fiction
Nature of contents
dictionaries
Series statement
Financial Times Prentice Hall books
http://library.link/vocab/subjectName
  • Corporate culture
  • Organizational effectiveness
  • Quality of work life
  • Customer loyalty
  • Corporate culture
  • Organizational effectiveness
  • BUSINESS & ECONOMICS
  • BUSINESS & ECONOMICS
  • BUSINESS & ECONOMICS
  • BUSINESS & ECONOMICS
  • Corporate culture
  • Customer loyalty
  • Organizational effectiveness
  • Quality of work life
Summary expansion
Building the customer-centered company: systems, structures, metrics, and hard work. -- Customer focus: Beyond happy talk to action! -- Identifying, inculcating, and strengthening every aspect of a customer-focused business culture. Everyone talks about creating a "customer-centered culture." In CustomerCulture, the executive who pioneered FedEx's legendary customer culture shows exactly how to go beyond talk and make it happen -- for real! Michael Basch identifies the key cultural obstacles and leadership failures that dilute customer focus, and demonstrates how to build systems and structures that help good people deliver great customer service. Drawing on lessons learned at FedEx -- and at companies ranging from UPS to Cisco to the newest startups -- Basch shows how to inculcuate customer-focused cultures with the vision, values, goals, relevance, feedback, and actions required to succeed. Step by step, he identifies the crucial decisions companies must make -- and the hard work they can't avoid -- if they're going to "walk the walk" instead of just talking a good game about customer focus. Endorsed by Fred Smith, the principal founder of FedEx, and current CEO. For every executive, manager, and business strategist
Label
Customer culture : how Fed Ex and other great companies put the customer first every day, Michael D. Basch
Instantiates
Publication
Note
Includes index
Antecedent source
unknown
Carrier category
online resource
Carrier category code
cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Contents
Machine generated contents note: PART I THE THEORY 1 -- CHAPTER 1 AMERICA, YOU HAVE A NEW AIRLINE -- ANDA NEW STANDARD OF SERVICE 3 -- CHAPTER 2 SYSTEMS DRIVE PEOPLE 21 -- A UPS SYSTEMS EXAMPLE: REDUCING -- TRANSACTION COSTS 28 -- BACKGROUND 28 -- PROBLEM 29 -- SYSTEMIC CAUSE 30 -- SOLUTION 30 -- RESULT 31 -- POSTSCRIPT 3 1 -- ANOTHER UPS EXAMPLE: AN ELEGANT SOLUTION -- TO REDUCE MIS-SORTS 32 -- BACKGROUND 32 -- PROBLEM 33 -- SYSTEMIC CAUSE 33 -- SOLUTION 34 -- RESULT 36 -- POSTSCRIPT 36 -- A FEDERAL EXPRESS EXAMPLE: ON-TIME -- DEPARTURE 36 -- BACKGROUND 36 -- PROBLEM 37 -- SYSTEMIC CAUSE 37 -- RESULTS 38 -- POSTSCRIPT 38 -- CHAPTER 3 VISION 41 -- THE FIRST NEED OF PEOPLE IS TO HAVE THEIR -- PHYSICAL NEEDS MET 43 -- STAGE TWO IS MEETING INFORMATIONAL NEEDS 45 -- STAGE THREE IS MEETING EMOTIONAL NEEDS 47 -- STAGE FOUR IS SPIRITUAL NEEDS 50 -- CHAPTER 4 VALUES AS WORDS VERSUS VALUES AS -- ACTIONS 53 -- CHAPTER 5 GOALS 63 -- CHAPTER 6 RELEVANCE 73 -- YOU GET WHAT YOU RECOGNIZE 83 -- INVENTION OF THE EAGLE CARD 85 -- LEGENDARY STORIES ENCOURAGE LEGENDARY -- BEHAVIORS 8 -- CHAPTER 7 You CAN'T MANAGE OR INNOVATE WHAT -- YOU CAN'T MEASURE 95 -- A GOOD EXAMPLE WHERE FEEDBACK HAS BEEN -- LOST IS THE U.S. HEALTHCARE SYSTEM 1 03 -- CHAPTER 8 EXTRAORDINARY SERVICE IS DELIVERED -- BY ITS CREATORS 1 09 -- PART 2 THE APPLICATION 1 21 -- CHAPTER 9 THE PHOENIX DOG PISS THEORY 1 23 -- CHAPTER 10 BIG COMPANIES ARE LIKE BIG SHIPS- -- SLOW TO MOVE AND SLOW TO CHANGE 131 -- CHAPTER 11 SYSTEMIZE THE ROUTINE; HUMANIZE -- THE EXCEPTION 141 -- YOU CAN TURN ANGRY CUSTOMERS INTO RAVING -- FANS SIMPLY BY SOLVING THEIR PROBLEMS 142 -- CHAPTER 12 THE SINGLE EGG ORGANIZATION 151 -- THE SINGLE EGG ORGANIZATION 1 54 -- FEDERAL EXPRESS CREATES FEDEX SERVICES 156 -- LARSON-JUHL COMBINES SALES AND SERVICE -- LOCALLY 158 -- BELL SPORTS SETS UP SEPARATE COMPANIES 159 -- CHAPTER 13 THE HIERARCHY OF HORRORS 161 -- CHAPTER 14 THE SEVEN DYNAMICS OF CHANGE 171 -- DYNAMICS OF CHANGE EXERCISE 172 -- HOW TO DEAL WITH THE DYNAMICS OF CHANGE 176 -- THE TWO INGREDIENTS TO INNOVATIVE SUCCESS 181 -- WHAT Is THE PROCESS AND HOW IS IT -- COMPATIBLE WITH SYSTEMS THINKING? 182 -- REDUCING THE WORKFORCE 184 -- THE HUDSON RIVER RUNWAY 185 -- PART 3 THE RESULTS 1 89 -- CHAPTER 15 THE PADDI LUND STORY 191 -- THE COURTESY SYSTEM 206 -- CHAPTER 16 ANATOMY OF A START-UP: INNOVATION -- IN ACTION 209 -- CHAPTER 17 ANATOMY OF A TURNAROUND: CUSTOMER -- CULTURE IN TRANSITION 223 -- APPENDIX A THE VISION OF THE IDEAL AT A FEDERAL -- EXPRESS STATION 241 -- THE FEDERAL EXPRESS STATION: AN IDEAL 243 -- THE IDEAL STATION 243 -- POSTSCRIPT 249 -- APPENDIX B THE UPS PHILOSOPHY AS STATED BY -- ITS FOUNDER 251 -- QUOTES 254 -- DETERMINED MEN 258
Control code
55677806
Dimensions
unknown
Extent
1 online resource (xxv, 274 pages)
File format
unknown
Form of item
online
Isbn
9780131517110
Level of compression
unknown
Media category
computer
Media MARC source
rdamedia
Media type code
c
Other physical details
illustrations.
http://library.link/vocab/ext/overdrive/overdriveId
30fe79a5-3da6-45f2-8e68-2672a68c9a18
Quality assurance targets
not applicable
Reformatting quality
unknown
Sound
unknown sound
Specific material designation
remote
System control number
(OCoLC)55677806
Label
Customer culture : how Fed Ex and other great companies put the customer first every day, Michael D. Basch
Publication
Note
Includes index
Antecedent source
unknown
Carrier category
online resource
Carrier category code
cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Contents
Machine generated contents note: PART I THE THEORY 1 -- CHAPTER 1 AMERICA, YOU HAVE A NEW AIRLINE -- ANDA NEW STANDARD OF SERVICE 3 -- CHAPTER 2 SYSTEMS DRIVE PEOPLE 21 -- A UPS SYSTEMS EXAMPLE: REDUCING -- TRANSACTION COSTS 28 -- BACKGROUND 28 -- PROBLEM 29 -- SYSTEMIC CAUSE 30 -- SOLUTION 30 -- RESULT 31 -- POSTSCRIPT 3 1 -- ANOTHER UPS EXAMPLE: AN ELEGANT SOLUTION -- TO REDUCE MIS-SORTS 32 -- BACKGROUND 32 -- PROBLEM 33 -- SYSTEMIC CAUSE 33 -- SOLUTION 34 -- RESULT 36 -- POSTSCRIPT 36 -- A FEDERAL EXPRESS EXAMPLE: ON-TIME -- DEPARTURE 36 -- BACKGROUND 36 -- PROBLEM 37 -- SYSTEMIC CAUSE 37 -- RESULTS 38 -- POSTSCRIPT 38 -- CHAPTER 3 VISION 41 -- THE FIRST NEED OF PEOPLE IS TO HAVE THEIR -- PHYSICAL NEEDS MET 43 -- STAGE TWO IS MEETING INFORMATIONAL NEEDS 45 -- STAGE THREE IS MEETING EMOTIONAL NEEDS 47 -- STAGE FOUR IS SPIRITUAL NEEDS 50 -- CHAPTER 4 VALUES AS WORDS VERSUS VALUES AS -- ACTIONS 53 -- CHAPTER 5 GOALS 63 -- CHAPTER 6 RELEVANCE 73 -- YOU GET WHAT YOU RECOGNIZE 83 -- INVENTION OF THE EAGLE CARD 85 -- LEGENDARY STORIES ENCOURAGE LEGENDARY -- BEHAVIORS 8 -- CHAPTER 7 You CAN'T MANAGE OR INNOVATE WHAT -- YOU CAN'T MEASURE 95 -- A GOOD EXAMPLE WHERE FEEDBACK HAS BEEN -- LOST IS THE U.S. HEALTHCARE SYSTEM 1 03 -- CHAPTER 8 EXTRAORDINARY SERVICE IS DELIVERED -- BY ITS CREATORS 1 09 -- PART 2 THE APPLICATION 1 21 -- CHAPTER 9 THE PHOENIX DOG PISS THEORY 1 23 -- CHAPTER 10 BIG COMPANIES ARE LIKE BIG SHIPS- -- SLOW TO MOVE AND SLOW TO CHANGE 131 -- CHAPTER 11 SYSTEMIZE THE ROUTINE; HUMANIZE -- THE EXCEPTION 141 -- YOU CAN TURN ANGRY CUSTOMERS INTO RAVING -- FANS SIMPLY BY SOLVING THEIR PROBLEMS 142 -- CHAPTER 12 THE SINGLE EGG ORGANIZATION 151 -- THE SINGLE EGG ORGANIZATION 1 54 -- FEDERAL EXPRESS CREATES FEDEX SERVICES 156 -- LARSON-JUHL COMBINES SALES AND SERVICE -- LOCALLY 158 -- BELL SPORTS SETS UP SEPARATE COMPANIES 159 -- CHAPTER 13 THE HIERARCHY OF HORRORS 161 -- CHAPTER 14 THE SEVEN DYNAMICS OF CHANGE 171 -- DYNAMICS OF CHANGE EXERCISE 172 -- HOW TO DEAL WITH THE DYNAMICS OF CHANGE 176 -- THE TWO INGREDIENTS TO INNOVATIVE SUCCESS 181 -- WHAT Is THE PROCESS AND HOW IS IT -- COMPATIBLE WITH SYSTEMS THINKING? 182 -- REDUCING THE WORKFORCE 184 -- THE HUDSON RIVER RUNWAY 185 -- PART 3 THE RESULTS 1 89 -- CHAPTER 15 THE PADDI LUND STORY 191 -- THE COURTESY SYSTEM 206 -- CHAPTER 16 ANATOMY OF A START-UP: INNOVATION -- IN ACTION 209 -- CHAPTER 17 ANATOMY OF A TURNAROUND: CUSTOMER -- CULTURE IN TRANSITION 223 -- APPENDIX A THE VISION OF THE IDEAL AT A FEDERAL -- EXPRESS STATION 241 -- THE FEDERAL EXPRESS STATION: AN IDEAL 243 -- THE IDEAL STATION 243 -- POSTSCRIPT 249 -- APPENDIX B THE UPS PHILOSOPHY AS STATED BY -- ITS FOUNDER 251 -- QUOTES 254 -- DETERMINED MEN 258
Control code
55677806
Dimensions
unknown
Extent
1 online resource (xxv, 274 pages)
File format
unknown
Form of item
online
Isbn
9780131517110
Level of compression
unknown
Media category
computer
Media MARC source
rdamedia
Media type code
c
Other physical details
illustrations.
http://library.link/vocab/ext/overdrive/overdriveId
30fe79a5-3da6-45f2-8e68-2672a68c9a18
Quality assurance targets
not applicable
Reformatting quality
unknown
Sound
unknown sound
Specific material designation
remote
System control number
(OCoLC)55677806

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      38.946102 -92.330125
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