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Moments of Truth (Paperback)
by Jan Carlzon (Author) "Rudy Peterson was an American businessman staying at the Grand Hotel in Stockholm..." (more)
Key Phrases: most punctual airline, frontline people, frequent business traveler, New York, Air France, Classe Affaires (more...)
  4.5 out of 5 stars 17 customer reviews (17 customer reviews)  
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Editorial Reviews
From Library Journal
Moments of Truth is Carlzon's story of how, under his leadership as president and CEO, Scandinavian Airlines System (SAS) emerged from deficits to profitability, improved services, and enhanced its market position by becoming a customer-oriented company organized for change. His strategiesa focus on the customer, encouraging risk-taking, delegating more authority to front-line employees, and eliminating vertical levels of hierarchy for a more horizontal organizationbear the hallmarks of entrepreneurial management and the pursuit of excellence. Reportedly a Scandinavian bestseller, Carlzon's book has a universal message and deserves attention for its clear illustration of these strategies in action. Recommended for business collections. Elin B. Christianson, Library Consultant, Hobart, Ind.
Copyright 1987 Reed Business Information, Inc. --This text refers to an out of print or unavailable edition of this title.

John Naisbitt, author of Megatrends
"The best book on leadership by a CEO."

See all Editorial Reviews
Product Details
  • Paperback: 160 pages
  • Publisher: Collins (February 15, 1989)
  • Language: English
  • ISBN-10: 0060915803
  • ISBN-13: 978-0060915803
  • Product Dimensions: 7.9 x 5.2 x 0.4 inches
  • Shipping Weight: 5 ounces (View shipping rates and policies)
  • Average Customer Review: 4.5 out of 5 stars 17 customer reviews (17 customer reviews)
  • Amazon.com Sales Rank: #29,357 in Books (See Bestsellers in Books)

    Popular in these categories: (What's this?)

    #1 in  Books > History > Europe > Sweden
    #33 in  Books > Business & Investing > Industries & Professions > Customer Service
    #34 in  Books > Nonfiction > Transportation > Aviation

    (Publishers and authors: Improve Your Sales)
  • Also Available in: Paperback (Bargain Price) |  Hardcover  |  Unknown Binding  |  All Editions

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Inside This Book (learn more)
First Sentence:
Rudy Peterson was an American businessman staying at the Grand Hotel in Stockholm. Read the first page
Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
most punctual airline, frontline people, frequent business traveler, best airline, cargo people, frontline employees
Key Phrases - Capitalized Phrases (CAPs): (learn more)
New York, Air France, Classe Affaires, Rudy Peterson, United States, Copenhagen Airport, John Sylvest, Airline of the Year, Bob Crandall, Nils Horjel
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