![]() ![]() And the telephone remained wonderfully silent!įirst assess the business climate and determine the needs of your customers. He stated ”If my phone doesn’t ring, that is a proof that I have succeeded”, and then he went on four weeks’ vacation. In the interview Jan stated that he believed that responsibility should be delegated and so that individual decisions are made at the point of responsibility, not far up the organizational chart. He agreed on one condition, that the article should be published one week before his vacation. Next year he was interviewed by a newspaper on the subject ”taking it easy”. At his summer house, he immediately got disturbed by the phone ringing and eventually he gave up and went back to the office. In the summer of 1981, the first year he became president of SAS, Jan Carlzon decided to take a two weeks’ vacation during the summer. These two chapters tells the success stories of Jan Carlzon’s turnarounds at three Scandinavian travel companies. The Vingresor and Linjeflyg Turnarounds & 3. Instead, he or she must be a visionary, a strategist, an informer, a teacher, and an inspirer.Ģ. A leader of such a company can’t be an isolated and autocratic decision maker. A customer-driven company is one that recognize that its only true asset are satisfied customers. Here is a walkthrough:īy ”moment of truth” Jan Carlzon means the few seconds or minutes a customer contact may last, but that reflects the ”functionality” of the whole organization. This is a fairly short book, no corporate bulls**t, compactly told in 135 pages, and divided into twelve chapters. I would daydream and think of the glory days of SAS (Scandinavian AirlineS) in the eighties when Jan Carlzon was the president and CEO. It is beautifully located in a surrounding park next to a lake. When I was on parental leave I would often take a walk with the stroller around the office. Some years ago me and my family lived closed to the place where the SAS headquarter was located between 1987 to 2010 in Frösundavik, Solna, Sweden. I’m talking about ”Moments of Truth” by Jan Carlzon, it was first released as ”Riv pyramiderna” in Swedish 1985. ![]() This one will be different since the book I’m now going to write about was released already in 1987, but it’s still relevant today. They have all been reviews of fairly new books, released in the last couple of years. ![]() Now I have done quite a few book reviews. ![]()
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