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Reverse hierarchy
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<h2 id="history-and-examples">History and examples</h2> <p>The term "invert the pyramid" is attributed to Jan Carlzon, who transformed SAS airlines by giving front line employees authority to make decisions on the spot.<a class="footnote-ref" id="fnref:2" href="#fn:2"><sup>2</sup></a> The creation of the reverse hierarchy has been attributed to the <a href="/facts/Nordstrom/FanMxK7j">Nordstrom</a> retail organization.<a class="footnote-ref" id="fnref:3" href="#fn:3"><sup>3</sup></a> Other notable adopters of this structure include the <a href="/facts/United_Parcel_Service/CJw9VyGS">United Parcel Service</a> and Canadian Imperial Bank of Commerce.<a class="footnote-ref" id="fnref:4" href="#fn:4"><sup>4</sup></a> </p> <h2 id="references">References</h2> <ol> <li id="fn:1"><p>Mosley, Donald (2014). Supervisory Management (1st ed.). Cengage Learning. p. 125. <a href="#fnref:1" class="footnote-back-ref">↩</a></p></li> <li id="fn:2"><p>Carlson, Moments of Truth, Harper Business, 1989 <a href="#fnref:2" class="footnote-back-ref">↩</a></p></li> <li id="fn:3"><p>Mosley, Donald (2014). Supervisory Management (1st ed.). Cengage Learning. p. 125. <a href="#fnref:3" class="footnote-back-ref">↩</a></p></li> <li id="fn:4"><p>Harigopal, K (April 14, 2006). Management of Organizational Change: Leveraging Transformation (1st ed.). SAGE. p. 154. <a href="#fnref:4" class="footnote-back-ref">↩</a></p></li> </ol>