Customer culture (Record no. 543283)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 04330nam a22004214a 4500 |
| 006 - FIXED-LENGTH DATA ELEMENTS--ADDITIONAL MATERIAL CHARACTERISTICS--GENERAL INFORMATION | |
| fixed length control field | m u |
| 007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION | |
| fixed length control field | cr cn |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 020129s2002 njua 001 0 eng |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER | |
| Canceled/invalid LC control number | 2002020628 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| Cancelled/invalid ISBN | 0130353310 |
| 035 ## - SYSTEM CONTROL NUMBER | |
| System control number | (Safari)0130353310 |
| 040 ## - CATALOGING SOURCE | |
| Original cataloging agency | DLC |
| Language of cataloging | eng |
| Transcribing agency | DLC |
| Modifying agency | Safari Books Online, LLC |
| -- | AU |
| 049 ## - LOCAL HOLDINGS (OCLC) | |
| Holding library | Alfaisal Main Library |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER | |
| Classification number | HD58.7 |
| Item number | .B372 2002 |
| 082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658 |
| Edition number | 21 |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Basch, Michael D. |
| 245 10 - TITLE STATEMENT | |
| Title | Customer culture |
| Medium | [electronic resource] : |
| Remainder of title | how Fed Ex and other great companies put the customer first every day / |
| Statement of responsibility, etc | Michael D. Basch. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication, distribution, etc | Upper Saddle River, NJ : |
| Name of publisher, distributor, etc | Prentice Hall PTR, |
| Date of publication, distribution, etc | c2002. |
| 264 ## - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE STATEMENTS | |
| Date of production, publication, distribution, manufacture | c2002. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | xxv, 274 p. : |
| Other physical details | ill. ; |
| Dimensions | 24 cm. |
| 440 #0 - SERIES STATEMENT/ADDED ENTRY--TITLE | |
| Title | Financial Times Prentice Hall books |
| 500 ## - GENERAL NOTE | |
| General note | Includes index. |
| 505 8# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | 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. |
| 530 ## - ADDITIONAL PHYSICAL FORM AVAILABLE NOTE | |
| Additional physical form available note | Available also in a print edition. |
| 533 ## - REPRODUCTION NOTE | |
| Type of reproduction | Electronic reproduction. |
| Place of reproduction | Boston, MA : |
| Agency responsible for reproduction | Safari, |
| Date of reproduction | 2002. |
| Note about reproduction | Available via World Wide Web. |
| 538 ## - SYSTEM DETAILS NOTE | |
| System details note | Mode of access: World Wide Web. |
| 550 ## - ISSUING BODY NOTE | |
| Issuing body note | Made available through: Safari Books Online, LLC. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Corporate culture |
| Form subdivision | Case studies. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Corporate culture. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Customer loyalty. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Organizational effectiveness |
| Form subdivision | Case studies. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Organizational effectiveness. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Quality of work life. |
| 655 #7 - INDEX TERM--GENRE/FORM | |
| Genre/form data or focus term | Electronic books. |
| Source of term | local |
| 710 2# - ADDED ENTRY--CORPORATE NAME | |
| Corporate name or jurisdiction name as entry element | Safari eBooks. |
| 776 0# - ADDITIONAL PHYSICAL FORM ENTRY | |
| Qualifying information | Original |
| Record control number | (DLC)2002020628 |
| 856 40 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="http://ezproxy.alfaisal.edu/login?url=http://academic.safaribooksonline.com/?uiCode=sdl&xmlId=0130353310">http://ezproxy.alfaisal.edu/login?url=http://academic.safaribooksonline.com/?uiCode=sdl&xmlId=0130353310</a> |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Library of Congress Classification |
| Koha item type | eBooks |
No items available.