Moments Of Truth - Jan Carlzon Pdf

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Carlzon advocated for a "flat" organization where the distance between the customer and the CEO is minimal. He removed the "inspectors" and "controllers" who existed only to police the frontline. Instead, he trained his middle managers to become mentors and resource providers . Moments Of Truth Jan Carlzon Pdf

• To successfully manage these moments, Carlzon argued for a radical shift in traditional corporate hierarchy: Moments of Truth - MI Education and Training This content is structured to serve as a