O'Reilly logo

Customer Culture: How FedEx® and Other Great Companies Put the Customer First Every Day by Michael D. Basch

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

Appendix A. The Vision of the Ideal at a Federal Express Station

The idea of vision is to describe in detail what the organization is to accomplish if it is to be successful. It is a written description of what the various stakeholders will experience in a successful company.

The following vision was written by me in 1978 as Federal Express was gaining major momentum in the marketplace. The company was doubling every year, and this growth was hiding many problems that this vision addressed.

The vision is shown as an example for those leaders who desire to get very clear about what their organization is to accomplish. The topics covered are obviously very specific to Federal Express.

The concept of a detailed description of the experience of the various ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required