Arise Quote by Jan Carlzon
“Problems should be solved on the spot, as soon as they arise. No front-line employee should have to wait for a supervisor's permission”
About This Quote
Source Book: “Moments of Truth”, 1985
Front‑line staff should resolve issues immediately without waiting for higher approval.
In simple terms: Empower staff to act on problems.
Enable quick decision‑making.
Themes
Mood
Type
When to use this quote
- retail
- call centers
- hospitality
- field service
Key Concepts
Questions to Reflect On
- How can you balance empowerment with oversight?
- What training ensures staff make good on?
Too much autonomy may cause inconsistent actions.