“Twenty years ago, the business world was taken by surprise when the work pyramid was up-ended. Suddenly customers were on top and a flattened corporate hierarchy made front-line workers responsible for understanding and satisfying the customer’s every whim. Today, we’re poised for the natural sequel to that revolution. It’s time to focus on keeping workers satisfied — or at least engaged in their work.”

—  Adrian Slywotzky

Source: Profit Patterns (1999), p. 2.

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Adrian Slywotzky11
American economist 1951

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