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Comments 0 Please log in to add your comment. For the vision liibro become a reality, it must be their vision too. What sets momebto book apart is the context in which the lessons are exposed — namely the numerous transformations that Jan lead at the various units he headed. I worked for Harper when this book was first published. Published 11 months ago. Carlzon took the innovative step of training his workforce to take responsibility for reaching goals, directing managers to support and encourage “frontline” employees to make decisions normally reserved, and maintain a steady work environment that was flexible enough to immediately respond to pursuing quality customer service.
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