Download the PDF. Read the chapter on "The Front Line." Then go tear down your pyramid.
Carlzon—former CEO of Scandinavian Airlines (SAS)—defines a as: Moments Of Truth Jan Carlzon Pdf
Originally published in 1987 (and titled Riv Pyramiderna! in Swedish, meaning "Tear Down the Pyramids"), this slim, 150-page volume changed the way the world thinks about customer service, organizational structure, and leadership. For decades, managers searched for complex KPIs and expensive CRM systems, overlooking the simple truth Carlzon articulated decades ago: Download the PDF
To successfully manage these moments, Carlzon argued for a radical shift in traditional corporate hierarchy: Moments of Truth - MI Education and Training meaning "Tear Down the Pyramids")
Management’s job is not to command, but to support the front line. 2. Radical Empowerment