Quotes by Jan Carlzon

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How do you feel today?    I feel ...

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

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

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