![]() ![]() Jan Carlzon said at the time: “ Problems are solved on the spot, as soon as they arise. The program was focused on delegating responsibility away from management and allowing customer-facing staff to make decisions to resolve any issues on the spot. Within one year of taking over, SAS had become the most punctual airline in Europe and had started an ongoing training program called Putting People First. He revolutionized the airline industry through an unrelenting focus on customer service quality. ![]() Furthermore, the company had a reputation for being a very centralized organization, where decisions were hard to come by to the detriment of the customers, the shareholders and the staff. 14 of 17 airlines in Europe when it came to punctuality. A 1981 survey showed that SAS was ranked no. He is most noted for being CEO of SAS Group from 1981–1994Īt the time when Jan Carlzon took over the at the helm of SAS, the company was facing large financial difficulties, losing $17 million per annum and had an international reputation for always being late. That theory proved right for Jan Carlzon’s airline, SAS Group which eventually became one of the most admired in the industry It is the Moment of Truth principle that, if you managed every interaction to create a positive outcome, the business can be successful. The concept of ‘A Moment of Truth’ refers to any time a customer comes into contact with a business, however remote, they have an opportunity to form an impression. The concept of ‘A Moment of Truth’ remains as true today as it did when Jan Carlzon first implemented at Scandinavian Airlines (SAS Group) in the 1980’s. ![]()
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