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Moments of Truth

4.06  ·  Rating details ·  305 Ratings  ·  20 Reviews
The president and CEO of Scandinavia Airlines (SAS) shows how to adapt to the new customer-driven economy.
Paperback, 160 pages
Published February 15th 1989 by HarperBusiness (first published 1985)
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Akira Sasabe
Aug 03, 2008 rated it it was amazing
I read this book several years back. This book describes and witnesses the importance of delegation and trusting your employees to make crucial decisions when they are faced with customers. Operation manuals and corporate training must be tailored to instill visions and missions of the organization so they empower the employees and give freedom to effectively make best decisions on behalf of the organization.
Jul 01, 2010 rated it it was amazing
Decentralization is the logical thing to reasoning.
Be a good leader, break the barriers of the pyramid, involve everyone, give them the authority, due credit , reward and move ahead....
المهند السبيعي
Oct 20, 2017 rated it really liked it
An amazing leadership book, help the reader to understand what does it mean to be a customer-centric company in real world ... how to do smart delegation and wise empowerment for your frontline employees and finally you will understand the real impact of strategy and vision ... although it is written long time ago but all advices within this book is applicable on our current era (era of customers)

this book can be considered as one of the first written books about customer experience
Eskild Walnum
Sep 18, 2017 rated it it was amazing  ·  review of another edition
Great, mission command in a business context. The story if being bold and daring to go down the narrow path of giving away control. Delegating responsibility and authority takes courage from a leader, Jan Carlzon did it.
Mind the Book
Mkt relevant även i vår tid.

Läste under en SAS-flygning, Vasaloppssöndagen, och en av Jannes idéer är att "alltid a ett Mångsbodarna", d.v.s. viktigt att både belöna och pusta ut på vägen mot Målet.
Niklas Angmyr
Jul 22, 2017 rated it liked it  ·  review of another edition
Shelves: palorial
Intressant tidsdokument. Rubriken är missvisande eftersom Carlzon inte alls menar att pyramiderna ska rivas, de ska bara göras lägre. Men han visar på en problematik som fortfarande är aktuell idag dvs att hierarkier inte är särskilt ändamålsenliga visavi de krav som marknad och konkurrens ställer.
Omar Halabieh
Aug 07, 2011 rated it it was amazing
Moments of Truth are defined by the author as the numerous 15 seconds interaction where customers interact with front-line employees. As Jan indicates: “These 50 million “moments of truth” are the moments that ultimately determine whether SAS will succeed or fail as a company. They are the moments when we must prove to our customers that SAS is their best alternative. This book is one on transforming and leading an organization that is customer and market driven. The author argues that to deal w ...more
Mark Steed
Moments of Truth - Jan Carlzon. Book Review

If you think that Richard Branson had the first and last word on lessons for leadership and management from the airline industry, then think again.
Moments of Truth summarises the strategies employed by Jan Carlzon (CEO and President) that led to the dramatic turnaround of Scandinavian Airlines (SAS) during the early 1980s. The key to Carlzon's success was that he and his team had a clear vision for SAS (that it would be "the best airline for the frequen
Sep 15, 2013 rated it it was amazing
In 1981, Jan Carlzon became CEO of the problem-ridden Scandinavian Airlines. Well before he left the company in 1994, Carlzon turned the airline around by focusing on what he later called "moments of truth," the various points at which people with the airline came in contact with airline customers. It was not a business-oriented organization, and if you look around in Europe, at least at this time, it was very rare to see an airline who'd made money in their operation. Most of them made their mo ...more
Viktor Nilsson
May 10, 2016 rated it it was amazing  ·  review of another edition
Shelves: business
Mycket koncist skrivet förklarar Jan Carlzon sin ledarstil så som den utvecklades genom hans ledarpositioner i Vingresor, Linjeflyg, och mest berömt, SAS. Enkelt sammanfattat bygger den på:
-Delegerat ansvar och stora befogenheter långt ut i organisationen.
-Horisontell kommunikation (mellan olika enheter på samma nivå) direkt, istället för genom chefsled.
-Totalt fokus på kundens nytta och efterfrågan, snarare än företagets resurser och kostnader.
-Rak och tydlig kommunikation, både till anställda
Lamec Mariita
Jan 06, 2013 rated it it was amazing
I found this book humorous. The plot was great, entertaining and fortunately the author didn't ruin it. You won't be able to put this book down after starting it. The book will hold you attention from the first page to the last. It is a must read if you like Lisa Scottoline, if you have not read one of hers please start with this one and then read the others. Between the suspense and the moments of humor, Ms. Scottoline certainly has a winner in this book.
Jun 06, 2016 rated it it was amazing
Great book on the new times leadership. The thoughts are inline with this time period an the book gives a lot of examples on how to apply the new kind of leadership. it aso shows where it fail and how to think of all layers in the old pyramid structured organisations.
On the bad side is that the book is mostly about the flight industry but then the differences probably aren't to big from other industries.
Anna Krjatian
Jul 04, 2014 rated it it was amazing
I loved it. The story was practical, relevant and told humorously. Kudos to Jan Carlzon for his amazing work at SAS with decrentralising the business structure, turning around a profit and uniting a company to work as a team with autonomy and purpose.
Dan Harris
Jan 10, 2013 rated it really liked it
Not the first book I thought I would finish in 2013, but a great book on leadership using examples from SAS CEO Jan Carlzon's ideals of flattening the hierarchical pyramid, giving power to the people to solve problems. Getting every brain in the game.
Apr 05, 2011 rated it it was amazing
Shelves: business
Engaging and enlightening, MOMENTS OF TRUTH is one of the few true classics of executive memoir and a great book on learning the hard lessons of leadership. While Carlzon's career had some unfortunate codas, this book is a powerful primer on how leaders can really drive change.
Jul 10, 2015 rated it it was amazing
Shelves: non-fiction
very interesting customer service book!
May 08, 2009 rated it it was amazing
Shelves: 100-best
This book was included in my book: The 100 Best Business Books of All Time.
Abhishek Shekhar
Mar 21, 2014 rated it it was amazing
Good read !!!
Jan 08, 2012 marked it as to-read
Shelves: biz-books
time 100
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