Moments of Truth

Description

The president and CEO of Scandinavia Airlines (SAS) shows how to adapt to the new customer-driven economy. "The best book on leadership by a CEO."--John Naisbitt, author of Megatrends Jan Carlzon, the dynamic president and CEO of Scandinavian Airlines (SAS), is considered one of today's most remarkable business leaders. His stunning turnaround success with SAS is atrium ph on the scale oflacocca's resurrection of Chrysler. In Moments of Truth, a runaway bestseller in Scandinavia, Carlzon tells in an anecdotal, accessible style how he reversed the fortunes of three major companies and spells out his bold, trendsetting approach to meeting the demands of today's customer-driven economy: how to set strategy, how to restructure an organizaton so customer needs take priority, how to motivate and communicate with "frontline" employees dealing most closely with cus­ tomers. Moments of Truth is also the personal account ofCarlzon's innovative business style-a style that has, according to the London Financial Times, "drawn the gurus of modern management theory to Scandinavia ... like bees to a honey-pot." "Jan Carlzon has invented an important piece of the future. He has given us a model for management in the New Age-a way of turning the traditional pyramid of authority upside down and showing managers how to serve as well as lead. He has reminded us that the only thing that really counts is what happens at the moment of truth!" -Karl Albrecht, author of Service America! and The Creative Corporation Front Cover Half Title Page Full Title Page Library of Congress Cataloging-in-Publication Data CONTENTS FOREWORD Chapter 1 A Moment of Truth Chapter 2 The Vingresor and Linjeflyg Turnarounds Chapter 3 The SAS Turnaround Chapter 4 Profession: Leader Chapter 5 Setting the Strategy Chapter 6 Flattening the Pyramid Chapter 7 Taking Risks Chapter 8 Communicating Chapter 9 Boards and Unions Chapter 10 Measuring Results Chapter 11 Rewarding Employees Chapter 12 The Second Wave ABOUT THE AUTHOR Back Cover