| Book Reviews |
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Title: Moments of Truth
Author: Jan Carlzon
Stars: ***
Jan Carlzon was the president of Scandinavian Airlines. This is his story
of how he orchestrated a turn-around of Scandinavian (and two smaller
Airline companies that he overhauled prior to joining Scandinavian). He
gives practical, common sense advice that is beneficial to leaders and
managers in any industry. One of the major premises of the book is that
power must be given to the front line employees, those that have the direct
contact with the customer. Each contact with a customer is a “moment of
truth.” It can make or break the company. The front line employee must
be empowered to make the decisions and solve the problems of the
customers to make these moments ones that will contribute to the
success of the company. If more people followed Jan's example, we'd
have many more happy customers and more profitable businesses.
Author: Jan Carlzon
Stars: ***
Jan Carlzon was the president of Scandinavian Airlines. This is his story
of how he orchestrated a turn-around of Scandinavian (and two smaller
Airline companies that he overhauled prior to joining Scandinavian). He
gives practical, common sense advice that is beneficial to leaders and
managers in any industry. One of the major premises of the book is that
power must be given to the front line employees, those that have the direct
contact with the customer. Each contact with a customer is a “moment of
truth.” It can make or break the company. The front line employee must
be empowered to make the decisions and solve the problems of the
customers to make these moments ones that will contribute to the
success of the company. If more people followed Jan's example, we'd
have many more happy customers and more profitable businesses.
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V E N T U R E S , L L C