"**Structure drives culture**. It is not possible to create a world-class service culture as long as we keep structures that are defined by layers of bureaucracy and departmental barriers to speed and responsiveness. The most important single change that can accompany a strong service message is spontaneity, **the power of inspired frontline staff to say Yes and do the fair or generous thing on the spot**." --- **Tags** -- [[quotes]], [[organisational-culture]], [[client-service]], [[customer-experience]], [[corporate-governance]], [[bureaucracy]] **Source** -- [[20250112015442 - B - If Disney Ran Your Hospital]]