Reverse hierarchy: Difference between revisions

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A '''reverse hierarchy''' (or '''inverted pyramid''') is a conceptual [[organizational structure]] that attempts to "invert" or otherwise "reverse" the classical pyramid of [[hierarchical organization|hierarchical organisations]]s.

In thisthe proposed structure, key decisions are made by the employees[[employee]]s in direct contact with customers, while progressively senior management positions provide support and help to the customer-facing employees.<ref name=Mosley>{{cite book|last1=Mosley| first1=Donald|title=Supervisory Management|date = 2014| publisher=Cengage Learning| page=125|edition=1st|accessdateref =14 July 2014|ref=1}}</ref>

==History and examples==

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.<ref>Carlson, Moments of Truth, Harper Business, 1989</ref> The creation of the reverse hierarchy has been attributed to the [[Nordstrom]] retail organization.<ref name=Mosley /> Other notable adopters of this structure include the [[United Parcel Service]] and Canadian Imperial Bank of CongressCommerce.<ref name=Harigopal>{{cite book|last1=Harigopal|first1=K|title=Management of Organizational Change: Leveraging Transformation|date=April 14, 2006|publisher=SAGE|page=154|edition=1st|accessdate=14 July 2014}}</ref>

==References==

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{{DEFAULTSORT:Reverse Hierarchy}}

[[Category:Management]]

[[Category:Theory of constraints]]

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