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 .
If you are looking for the Moments of Truth Jan Carlzon PDF, you can find archived versions available for borrow or streaming at the Internet Archive . Moments Of Truth Jan Carlzon Pdf
If you’d like, I can also create a or a one-page worksheet for applying the book’s ideas to your organization. Just let me know. Carlzon advocated for a "flat" organization where the