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- catalog contributor b12943766.
- catalog created "c2002.".
- catalog date "2002".
- catalog date "c2002.".
- catalog dateCopyrighted "c2002.".
- catalog description "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.".
- catalog extent "xxv, 274 p. :".
- catalog identifier "0130353310".
- catalog isPartOf "Financial Times Prentice Hall books".
- catalog isPartOf "Financial Times Prentice Hall".
- catalog issued "2002".
- catalog issued "c2002.".
- catalog language "eng".
- catalog publisher "Upper Saddle River, NJ : Financial Times, Prentice Hall,".
- catalog subject "658 21".
- catalog subject "Consumer Satisfaction.".
- catalog subject "Corporate culture Case studies.".
- catalog subject "Corporate culture.".
- catalog subject "Customer loyalty.".
- catalog subject "Efficiency, Organizational.".
- catalog subject "HD 58.7 B298c 2003".
- catalog subject "HD58.7 .B372 2002".
- catalog subject "Organizational Culture.".
- catalog subject "Organizational effectiveness Case studies.".
- catalog subject "Organizational effectiveness.".
- catalog subject "Public Relations.".
- catalog subject "Quality of work life.".
- catalog tableOfContents "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.".
- catalog title "Customer culture : how FedEx and other great companies put the customer first every day / Michael D. Basch.".
- catalog type "Case studies. fast".
- catalog type "text".