“Where the whole man is involved
there is no work. Work begins
with the division of labor.”
– Marshall McLuhan
there is no work. Work begins
with the division of labor.”
– Marshall McLuhan
For an organization to be effective in dynamic times, it must distribute decision-making, power and function to the lowest level possible. Every day there are literally thousands of “moments of truth” when customers come into contact with the organization’s employees. Each moment of truth can only be managed well if each employee is entrusted to make decisions, improve services, and to focus on the customer.
