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  Quotes by Carlzon, Jan




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"I learned that, before you reach an objective, you must be ready with a new one, and you must start to communicate it to the organization. But it is not the goal itself that is important."

Carlzon, Jan on goals    Share

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"Problems are solved on the spot, as soon as they arise. No front-line employee has to wait for a supervisor's permission."

Carlzon, Jan on problems    Share

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"An individual without information can't take responsibility. An individual with information can't help but take responsibility."

Carlzon, Jan on responsibility
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