Jan Carlzon

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.

— Jan Carlzon

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

— Jan Carlzon

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

— Jan Carlzon