Moments of Truth
| Author | : | |
| Rating | : | 4.43 (808 Votes) |
| Asin | : | 0060915803 |
| Format Type | : | paperback |
| Number of Pages | : | 160 Pages |
| Publish Date | : | 2013-03-23 |
| Language | : | English |
DESCRIPTION:
The president and CEO of Scandinavia Airlines (SAS) shows how to adapt to the new customer-driven economy.
Pierre Weydert said Both enlightening and witty. In "Moments of Truth" Jan Carlzon, the then president of Scandinavian Airlines System, tells the extraordinary story of turning a lacklustre state-run airline into a profitable business that consistently won passenger preference surveys. The central element of Carlzon's line of reasoning is the "moment of truth", a concept that was first formulated by Richard Normann in 198Both enlightening and witty Pierre Weydert In "Moments of Truth" Jan Carlzon, the then president of Scandinavian Airlines System, tells the extraordinary story of turning a lacklustre state-run airline into a profitable business that consistently won passenger preference surveys. The central element of Carlzon's line of reasoning is the "moment of truth", a concept that was first formulated by Richard Normann in 1984 and which comprises the notion that a service company's overall performance is the sum of countless interactions between customers a. and which comprises the notion that a service company's overall performance is the sum of countless interactions between customers a. "The Model of Management for the New Industrial Age" according to Miguel Hidalgo. Jan Carlzon is a business leader who learned how to diversify his strengths and fortify his weaknesses. He is one of the few CEO's (before Jack Welch :) who had the boldness, bordering on foolishness, to take huge risks. He had 'safer' options available to him but he earned his salary by pioneering the expansion of product-service development beyond aircraft; maneuvering past the notion that market share is everything; and shifting emphasis to a value organization nurturing the best customer service in th. "What an Airline CEO Should Be!" according to Robert I. Hedges. In this short book, Jan Carlzon relates how he righted three travel companies as CEO by listening to the knowledge accumulated by frontline employees and helping them do their jobs, rather than the other way around. Mr. Carlzon was spectacular in turning around the fortunes of Vingresor, Linjeflyg, and finally SAS. As head of SAS he was able to dispense with business as usual by listening more to the frontline employees, and scrupulously insisting on removing 'yes-men' from his inner circle, a policy that
Mr. Carlzon is frequently invited to give talks and interviews worldwide on leadership and customer-oriented business strategies. After receiving his M.B.A. . In 1974, when the package-tour business was in a tailspin because of the first energy crisis, he was named managing director of Vingresor at the age of 32 and soon r
. Recommended for business collections. Reportedly a Scandinavian bestseller, Carlzon's book has a universal message and deserves attention for its clear illustration of these strategies in action. Elin B. Christianson, Library Consultant, Hobart, Ind.Copyright 1987 Reed Business Information, Inc. From Library Journal Moments of Truth is Carlzon's story of how, under his leadership as president and CEO, Scandinavian Airlines System (SAS) emerged from deficits to profitability, improved services, and enhanced its market position by becoming a customer-oriented company organized for change. His strategiesa focus on the customer, encouraging risk-taking, delegating more authority to front-line employees, and eliminating vertical levels of hierarchy for a more horizontal organizationbear the hallmarks of entrepreneurial management and