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Moments Of Truth
 
 
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Moments Of Truth [Paperback]

J Carlzon (Author)
4.5 out of 5 stars  See all reviews (4 customer reviews)
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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 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. Recommended for business collections. Elin B. Christianson, Library Consultant, Hobart, Ind.
Copyright 1987 Reed Business Information, Inc. --This text refers to an out of print or unavailable edition of this title.

Review

"The best book on leadership by a CEO." -- --John Naisbitt, author of Megatrends

"The best book on leadership by a CEO." -- John Naisbitt, author of Megatrends
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4 Reviews
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 (3)
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4.5 out of 5 stars (4 customer reviews)
 
 
 
 
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5.0 out of 5 stars What an Airline CEO Should Be!, April 23 2004
By 
This review is from: Moments Of Truth (Paperback)
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 has also served Southwest amazingly well over the years. Although his tenure was not totally without controversy, Carlzon talks frankly about unions (he looks on them as partners and long-term stakeholders), and tough decisions, such as sticking with the trusted DC-9 when other airlines were buying newer planes merely for the sake of having newer planes, despite negative balance sheet implications.

This is a book that should be read by every business major, MBA, and airline employee about what is possible by working together. Sadly in recent US history most airline executives have been self-centered boors who don't care about the airline business, and have no long term stake in the company. Largely they have stayed around a couple of years, raked in millions (in some cases hundreds of millions) of dollars and then left a bankrupt or weak carrier in the lurch. Carlzon makes it clear that he is a capitalist, but a capitalist that realizes that if management and employees work together, solutions can be reached that will benefit all over the long term.

To the Boards of Directors of any airline anywhere I say this: read this book, learn how it should be done, and go out and get a Carlzon-school thinker for every executive position in your company. The long term results will amaze you. I could not recommend this book any more highly.

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3.0 out of 5 stars Moments of Obvious Truth, Aug 13 2003
By 
mike grube (La Honda, CA United States) - See all my reviews
This review is from: Moments Of Truth (Paperback)
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.
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5.0 out of 5 stars Golden moments, July 29 2003
By 
B.Sudhakar Shenoy (India) - See all my reviews
(REAL NAME)   
This review is from: Moments Of Truth (Paperback)
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 !

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