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

Chapter 5. Goals

There are libraries of books written about goals and their importance for both individuals and organizations. Goals are used in this chapter in the context of fitting into the overall cultural structure. Goals provide focus and direction for people, but, without relevance and feedback, become just numbers on paper. The cultural structure suggested in this book provides a framework for determining the nature of goals and for setting and achieving goals.

In this context, goals have several attributes:

  • The goals are balanced. The purpose of a business is to serve people, although business leaders sometimes focus on the signposts (numbers) rather than reality (people). The people served are the customers, employees, and owners. All ...

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