Leadership is responsible to create the right conditions for decisions and action by line managers, flattening the pyramid and utilizing the vast energy released by groups of enthusiastic people. Primarily, it is people, not aircraft that matter.
- Consider the fact that you need to walk a mile to board the connecting flight at a transit airport. This is because aircraft have been parked by size and make at the airport hangars and not by passenger convenience.
- Till the food is served, one is not sure if the special meal ordered is on board. No one either at the check-in counter or boarding gate is able to assure this in advance and provide a sense of comfort to a tired passenger far away from home.
- A mother with her infant has anxious moments till she finds a cradle on board. She would have loved to have an empty seat next to her to take better care of her loved one.
Not to worry when you fly SAS. SAS employees, on the ground and in the air would do everything to ensure that you have a very pleasant flight. For them "Love is in the air".
This is just one aspect of what Carlzon has narrated, in first person in this book. If this is impressive, the rest is spectacular.
This book was written in the 80's and I am not sure what has happened to SAS since then. Take away from this book are moments that truly appeal to our hearts. Take care of customers and employees, who in turn will take care of the company's top line and bottom line.
Welcome aboard and happy reading. Love is in the air !
Carlzon presented a clearly defined strategy and it was effectively communicated to the stakeholders and employees, focused internally and externally, in equal portions. Carlzon took the innovative step of training his workforce to take responsibility for reaching goals, directing managers to support and encourage "frontline" employees to make decisions normally reserved, and maintain a steady work environment that was flexible enough to immediately respond to pursuing quality customer service.
At the time Carlzon wrote this book, the timing was before the rapid expansion of powerhouse Southwest Airlines. He focused on the best technology, concentrated on the type of aircraft, upgraded systems at the airport and improved distribution systems, which were key elements towards a profitable company. On the technology side, Robert Crandall, former CEO at American Airlines proved technology was related to profitability when he introduced the Sabre yield/reservations system.
Among the legends of aviation, Jan Carlzon, Robert Crandall and Herb Kelleher propelled the airline industry into a future that remains obscure. However, with the right dose of courage, discipline (wisdom) and imagination, the search for corporate excellence is not restricted to the little 'blue'-suited (I really mean green) men sitting in the Ivory Towers.
One final point. I truly appreciate the fact that Jan Carlzon wrote this book for us. He represents the best of Denmark, the culture of the Scandinavian countries and the 'individual' way they do business.
Consider reading "Unique, Now or Never," by Jesper Kunde and then read "Moments of Truth." Carlzon's leadership was before his time and he is still absolutely SPECTACULAR!