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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. Discussing these issues with Evan Davis are:

John Timpson, Chairman Timpson Group
Nikki King, CEO Isuzu Truck UK
Sir Gerry Robinson, Chairman Moto Hospitality

Producer : Rosamund Jones.