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

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Chapter 7. You Can't Manage or Innovate What You Can't Measure

I would like to say feedback is the most important of the big three ingredients for success in building cultural structures (goals, relevance, and feedback), but all three are equally important. If there are no clear and balanced goals, feedback is irrelevant. If the goals are not relevant, feedback is ignored.

Like making steel, soup, or any other compound, without all the ingredients in their proper proportion, the result is not complete.

At the beginning of Federal Express, Roger Frock, then general manager, implemented a simple, but very powerful, feedback system. Wherever there were employees, there was a whiteboard, and each morning it displayed four numbers from the previous day's ...

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