![]() ![]() The result was that Carlzon was able to shift SAS to become a customer-driven organisation that not only moved from loss to profit, but also became one of the best airlines in the world. The result was that "people throughout the company were able to see (the vision of top management) and take the initiative to put the pieces where they belonged." (p.26). Carlzon transformed SAS by doing away with the traditional hierarchical management structure, flattening the pyramid to empower key personnel on the ground to make decisions so they can provide excellent customer service. ![]() 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 frequent business traveller" p.23) and that he was able to communicate this to the whole organisation. ![]() 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. ![]()
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