Customer Culture: How FedEx® and Other Great Companies Put the Customer First Every Day

Chapter 12. The Single Egg Organization

Organizational structures focus people on corporate objectives and provide relationship structures. The purpose of this chapter is to propose an organizational structure that focuses employees on their customers—whether internal or external customers. It is called the “Single Egg” organization and was invented by employees from a healthcare insurance company. The single egg analogy provides a central focal point—the customer as the yoke of the egg.

So far, 28 different companies, including Federal Express, Larson-Juhl, and even the Paddi Lund dental practice, have already moved to the organizational structure proposed in this book. They have had great success at keeping their people focused on adding value ...