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Title: Moments of Truth by Jan Carlzon ISBN: 0-06-091580-3 Publisher: Perennial Pub. Date: 15 February, 1989 Format: Paperback Volumes: 1 List Price(USD): $13.00 |
Average Customer Rating: 4.33 (9 reviews)
Rating: 3
Summary: Moments of Obvious Truth
Comment: I read Carlzon's book as research for a book of my own. I only gave it three stars because it's a bit dated in 2003, but it most probably deserved it five-star reputation in the 1980's. As one who spent thirty-four years as a mechanic for United, many of Carlzon's revolutionary ideas were fairly obvious to the rank and file. The title really describes what is at the heart of Carlzon's genius. There is a "moment of truth" for each and every employee. Making sure that the employee, whether they be CEO or file clerk, is ready for that moment is what Carlzon is preaching. If this book is must reading for business leaders, then very few got the message. When Carlzon tried to flatten the pyramid and empower workers to make on the spot decisions at SAS, he got the most resistance in the USA. He blamed this on job insecurity in America and credited Sweden's strict labor laws as the reason that it worked there. His workers didn't have to worry about losing ther jobs if they made an honest mistake. Many of Carlzon's ideas are reflected at Southwest, so that proves that he was on the right track. This is not a "how to do it" book. It's a "how to learn how to do it" book.
Rating: 5
Summary: Golden moments
Comment: 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 !
Rating: 5
Summary: The Model of Management for the New Industrial Age
Comment: 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 the world for the business traveler under extremely competitive conditions. Surprisingly, he made SAS profitable over and above everyone's expectations, including his own!
Carlzon presented a clearly defined strategy and it was effectively communicated to the stakeholders and employees, focused internally and externally, in equal portions. Carlzon took the innovative step of training his workforce to take responsibility for reaching goals, directing managers to support and encourage "frontline" employees to make decisions normally reserved, and maintain a steady work environment that was flexible enough to immediately respond to pursuing quality customer service.
At the time Carlzon wrote this book, the timing was before the rapid expansion of powerhouse Southwest Airlines. He focused on the best technology, concentrated on the type of aircraft, upgraded systems at the airport and improved distribution systems, which were key elements towards a profitable company. On the technology side, Robert Crandall, former CEO at American Airlines proved technology was related to profitability when he introduced the Sabre yield/reservations system.
Among the legends of aviation, Jan Carlzon, Robert Crandall and Herb Kelleher propelled the airline industry into a future that remains obscure. However, with the right dose of courage, discipline (wisdom) and imagination, the search for corporate excellence is not restricted to the little 'blue'-suited (I really mean green) men sitting in the Ivory Towers.
One final point. I truly appreciate the fact that Jan Carlzon wrote this book for us. He represents the best of Denmark, the culture of the Scandinavian countries and the 'individual' way they do business.
Consider reading "Unique, Now or Never," by Jesper Kunde and then read "Moments of Truth." Carlzon's leadership was before his time and he is still absolutely SPECTACULAR!
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Title: The Creative Priority : Putting Innovation to Work in Your Business by Jerry Hirshberg ISBN: 0887309607 Publisher: HarperBusiness Pub. Date: 30 January, 1999 List Price(USD): $16.00 |
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Title: Management: 2003 Update, Seventh Edition by Stephen P. Robbins, Mary Coulter, Stephen P Robbins ISBN: 0131410814 Publisher: Prentice Hall Pub. Date: 12 December, 2002 List Price(USD): $124.00 |
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Title: At America's Service by Karl Albrecht ISBN: 0446393169 Publisher: Warner Books Pub. Date: 01 May, 1995 List Price(USD): $13.99 |
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Title: Service America in the New Economy by Karl Albrecht, Ron Zemke ISBN: 0071377220 Publisher: McGraw-Hill Trade Pub. Date: 20 August, 2001 List Price(USD): $24.95 |
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Title: The Wisdom of Teams : Creating the High-Performance Organization by Jon R. Katzenbach, Douglas K. Smith ISBN: 0060522003 Publisher: HarperBusiness Pub. Date: 04 February, 2003 List Price(USD): $17.95 |
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