Symptom: People in the organization don't always care enough about their customers or their own results (a lack of customer focus).
Thinking about the customers' well-being should come naturally. If it does not, the problem is a lack of customer focus. Customer focus is closely related to focus on results, where results are products that please the customer.
People should care about their results (responsiveness, quality, cost), whether their personal income depends on it or not. It should be obvious to anyone, with or without direct incentives, that their results are critical to the organization's success, and that the organization's success is the foundation of fun jobs (indeed, any jobs at all). Metrics are not likely to help, and rewards for something so intangible are bound to be seen as somewhat arbitrary.
