Executive Commentary
以联邦快递1990年获得马尔科姆·鲍德里奇国家质量奖为例，分析了公司如何通过12项客户满意度指标和十项策略来打造超越客户期望的企业文化。
In this article the author examines how Federal Express won the Malcolm Baldrige National Quality Award in the service category in 1990. He notes that the company monitors 12 different statistical measures of customer satisfaction and service quality from the customer's viewpoint, which calculated and presented to employees on a weekly basis. He outlines ten different strategies for customer satisfaction which include listening, servant leadership, keeping people first and employee satisfaction. He discusses how these strategies work together to promote a corporate culture that values and strives to surpass customer expectations.