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The story has made it to the German magazine "Der Spiegel": http://www.spiegel.de/reise/aktuell/united-us-airline-vergisst-alleinreisendes-kind-am-flughafen-chicago-a-850140.html
United Airlines Lost My Friend's 10 Year Old Daughter And Didn't Care
My colleague Huggy Rao and I have been reading and writing about something called "felt accountability" in our scaling book. We are arguing that a key difference between good and bad organizations is that, in the good ones, most everyone feels obligated and presses everyone else to do what is in...
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Aug 15, 2012
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