How to Build a World Class Organization?

Amitai Etzioni: When you want to build a world class organization, it starts with bringing the world class talent. He says he identified what are the needs for each of the roles to be successful? These are pivot roles, and they have to operate as a first team, right? They can no longer operate just in their domain and just their group. So that was one of the first things I went after to build. We didn't have service design. You know, all these different capabilities, we had to building them and start those practices from scratch.