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What is the role of a business leader? To tell staff what to do or allow them to decide for themselves? One theory about management is that it should turn itself upside-down and permit those closest to the customer to dictate all sorts of business decisions including pricing, marketing and how to deal with complaints. This programme, first broadcast in 2013, won the Wincott Radio Journalism of the Year Award.

Guests
John Timpson, Chairman Timpson Group
Nikki King, Honorary Chair, Isuzu Truck UK
Sir Gerry Robinson, Chairman Moto Hospitality
Producer : Rosamund Jones.