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

Customer Culture: How FedEx and Other Great Companies Put the Customer First Every Day......Page 2
Copyright 2002 Prentice Hall PTR......Page 3
Contents......Page 14
Foreword......Page 18
Introduction......Page 22
PART I The Theory......Page 28
CHAPTER 1 America, You Have a New Airline and...A New Standard of Service......Page 30
CHAPTER 2 Systems Drive People......Page 48
A UPS Systems Example: Reducing Transaction Costs…......Page 55
Another UPS Example: An Elegant Solution to Reduce Mis-sorts......Page 59
A Federal Express Example: On-time Departure......Page 63
CHAPTER 3 Vision......Page 68
The First Need of People Is to Have Their Physical Needs Met......Page 70
Stage Two Is Meeting Informational Needs......Page 72
Stage Three Is Meeting Emotional Needs......Page 74
Stage Four Is Spiritual Needs......Page 77
CHAPTER 4 Values as Words Versus Values as Actions......Page 80
CHAPTER 5 Goals......Page 90
CHAPTER 6 Relevance......Page 100
You Get What You Recognize......Page 110
Invention of the EAGLE Card......Page 112
Legendary Stories Encourage Legendary Behaviors......Page 115
CHAPTER 7  You Can't Manage or Innovate What You Can't Measure......Page 122
A Good Example Where Feedback Has Been Lost Is the U.S. Healthcare System......Page 130
CHAPTER 8 Extraordinary Service Is Delivered by Its Creators......Page 136
PART II The Application......Page 148
CHAPTER 9 The Phoenix Dog Piss Theory......Page 150
CHAPTER 10 Big Companies Are Like Big Ships--Slow to Move and Slow to Change......Page 158
CHAPTER 11 
Systemize
 the Routine; 
Humanize 
the Exception......Page 168
You Can Turn Angry Customers into Raving Fans Simply by Solving Their Problems......Page 169
CHAPTER 12 The Single Egg Organization......Page 178
The Single Egg Organization......Page 181
Federal Express Creates FedEx Services......Page 183
Larson-Juhl Combines Sales and Service Locally......Page 185
Bell Sports Sets Up Separate Companies......Page 186
CHAPTER 13 The Hierarchy of Horrors......Page 190
CHAPTER 14 
The Seven 
Dynamics of Change......Page 200
Dynamics of Change Exercise......Page 201
How to Deal with the Dynamics of Change......Page 205
The Two Ingredients to Innovative Success......Page 210
What Is the Process and How Is It Compatible with Systems Thinking?......Page 211
Reducing the Workforce......Page 213
The Hudson River Runway......Page 215
PART III The Results......Page 188
CHAPTER 15 The Paddi Lund Story......Page 218
The Courtesy System......Page 233
CHAPTER 16 Anatomy of a Start-Up: Innovation in Action......Page 236
CHAPTER 17 Anatomy of a Turnaround: Customer Culture in Transition......Page 250
APPENDIX A The Vision of the Ideal at a Federal Express Station......Page 268
The Ideal Station......Page 270
Postscript......Page 276
APPENDIX B The UPS Philosophy As Stated by Its Founder......Page 278
Quotes......Page 281
Determined Men......Page 285
Index......Page 294