After reviewing all the milestone publications in chapter 4, the one that stood out the most for me was client oriented device and my reason it. In today’s time service expectation among society has become bigger and bigger. The reason is the expectation among the users of public service has become a growing demand, which has caused for public administration to become more efficient. In Jan Carlzon, 1987 Moments of Truth he talks about how turned around a Scandinavian Airlines System into a client-oriented business. (Cronkhite, 2013) During his observation of the organization, he discovered that the company was losing $20 million dollar and that the morale among the employee was low and due to the company losing money employee were also getting
