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Moments of Truth (Paperback)
by Jan Carlzon
| Category:
Business biography, Business, Business-building, Entrepreneurship |
| Market price: ¥ 150.00
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¥ 128.00
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 Good for Gifts |
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Author: Jan Carlzon
Publisher: Collins Business
Pub. in: February, 1989
ISBN: 0060915803
Pages: 160
Measurements: 7.9 x 5.2 x 0.4 inches
Origin of product: USA
Order code: BA01520
Other information: ISBN-13: 978-0060915803
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- MSL Picks -
Every passenger who travels by air comes across five short interactions of about fifteen seconds each with the airline staff. Jan Carlzon calls these as moments of truth. It is these moments that largely determine the image of the airline and customer experience. Frontline employees who are responsible for this interface , meeting customers and serving them, are the ambassadors of the airline who can find a place in the hearts of the customers for their airline. With such strong beliefs driven by a organization wide movement towards customer delight, SAS turns around and soars high, Capt. Carlzon in command .
Leadership is responsible to create the right conditions for decisions and action by line managers, flattening the pyramid and utilizing the vast energy released by groups of enthusiastic people. Primarily, it is people, not aircraft that matter.
- Consider the fact that you need to walk a mile to board the connecting flight at a transit airport. This is because aircraft have been parked by size and make at the airport hangars and not by passenger convenience.
- Till the food is served, one is not sure if the special meal ordered is on board. No one either at the check-in counter or boarding gate is able to assure this in advance and provide a sense of comfort to a tired passenger far away from home.
- A mother with her infant has anxious moments till she finds a cradle on board. She would have loved to have an empty seat next to her to take better care of her loved one.
Not to worry when you fly SAS. SAS employees, on the ground and in the air would do everything to ensure that you have a very pleasant flight. For them "Love is in the air".
This is just one aspect of what Carlzon has narrated, in first person in this book. If this is impressive, the rest is spectacular.
This book was written in the 80's and I am not sure what has happened to SAS since then. Take away from this book are moments that truly appeal to our hearts. Take care of customers and employees, who in turn will take care of the company's top line and bottom line.
Welcome aboard and happy reading. Love is in the air !
(From quoting a guest reviewer,USA)
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Jan Carlzon was born in Nykoping, Sweden, in 1941. After receiving his M.B.A. from the Stockholm School of Economics in 1967, he joined Vingresor, Sweden's largest tour operator, first as product manager and later as head of marketing. 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 reversed that company's economic decline. In 1978 he became managing director of Linjeflyg, Sweden's major domestic airline, and in 1981 he took command as resident and chief executive officer of SAS, the consortium of the national airlines of Denmark, Norway, and Sweden. At both Linjeflyg and SAS his leadership turned heavy economic losses into healthy profits within a year. Mr. Carlzon is frequently invited to give talks and interviews worldwide on leadership and customer-oriented business strategies.
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From publisher
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 the pursuit of excellence. Reportedly a Scandinavian bestseller, Carlzon's book has a universal message and deserves attention for its clear illustration of these strategies in action.
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John Naisbitt(MSL quoted), USA
<2008-10-29 00:00>
The best book on leadership by a CEO. |
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