John Eklund, Pro Mach

Customer Service in a Flat Organization

By John Eklund, Pro Mach | Permanent Link

In 1983, on his second day on the job, the new CEO of a company gathered his people and said:

“Tomorrow when you come to work, you do not work for me or for a boss. You work for your customer. I don’t pay you. They do. Every customer has its own factory now. You do what is needed for the customer.”

And just like that FAVI, an auto parts supplier in France, went from a centralized organization to a flat organization.

The paradigm shift worked. Accountability is to the customer and to the team, so people are free to innovate and solve problems for customers. Read the entire article on FAVI over at the American Express Open Forum.


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