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Carl should realize that through expansion he can still appeal to consumers through commitment to service and customer satisfaction. However, he must develop a system that is less dependent on his personal involvement and control and is one that can also be duplicated.
The only way the expansion would conflict with Carl's vision, values and mission of UNBANK is if the bank compromised its current commitment to service and customer satisfaction. Current practices such as informal hiring, lack of training programs and minimal concrete standards for employees to follow must be addressed before an expansion can take place...
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