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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 9.  The Phoenix Dog Piss Theory

The first part discussed proactively setting up functional cultural structures. The applications part discusses the various ways these functional structures are applied in business today.

This chapter describes the more typical organization where building a cultural system focused on customers is not on the radar screen and managers do what they do, often driven by culture, but unaware of it.

One such example, the Phoenix Dog Piss Theory, is an example of how cultural structures and peoples' desire to serve often override management prerogatives.

Large companies are notorious for suboptimizing systems with poorly designed and executed cultural structures. To put it another way, they put in incentives (relevance) ...

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