Org Controls

Decentralized and flat organization model distributes controls into the customer-focused workforce. Hierarchy and team roles are minimized while responsibility and accountability to the customer are emphasized. ...

... "Control rests with the front lines, where it adds the most value. It works. Still, customers visiting FAVI are often astounded at what they perceive to be a total lack of control. " ...

Via Idea Hub at American Express OPEN Forum: Design a Flat Organization