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Leading Outside the Lines: How to Mobilize the Informal Organization, Energize Your Team, and Get Better Results (2010)

Jon Katzenbach

John Wiley & Sons

Starbucks

STARBUCKS by Jon Katzenbach

“Starbucks focuses on building partners’ confidence so that the majority of decisions can be made at or near the front line and in real time, without constantly sending decisions upward. This early balance between formal and informal helped Starbucks accomplish the performance objective of ensuring sufficient consistency. For example, a customer’s favorite half—caf vanilla grande latte will taste the same in Concord as in Charleston as in New York. This balance also ensures that employees don’t become automatons. . . .

‘You can’t grow if you’re driven only by process, or only by the creative spirit. You’ve got to achieve a fragile balance between the two sides of the corporate brain.’ HOWARD SCHULTZ”

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STARBUCKS by Jon Katzenbach

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