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The Secret of Culture Change with Jay Barney

Thinkers & Ideas

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Transforming Culture Through Customer-Oriented Approach

This chapter explores how a Brazilian telecommunications company successfully transitioned from a hierarchical and command and control culture to one that prioritized innovation, risk-taking, and customer satisfaction. The pivotal moment came when the CEO, Manuel, bought a faulty product and interacted with an employee who needed specific information to solve the issue, ultimately leading to a significant culture shift that emphasized a more customer-oriented approach.

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