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Jan Carlzon

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Where Do We Go from Here: Chaos or Community? (King Legacy) Hardcover – January 1, 2010

by Dr. Martin Luther King Jr. (Author), Vincent Harding (Introduction), Coretta Scott King (Foreword)

4.8 369 ratings

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In 1967, Dr. Martin Luther King, Jr., isolated himself from the demands of the civil rights movement, rented a house in Jamaica with no telephone, and labored over his final manuscript. In this significantly prophetic work, which has been unavailable for more than ten years, we find King's acute analysis of American race relations and the state of the movement after a decade of civil rights efforts. Here he lays out his thoughts, plans, and dreams for America's future, including the need for better jobs, higher wages, decent housing, and quality education. With a universal message of hope that continues to resonate, King demanded an end to global suffering, powerfully asserting that humankind-for the first time-has the resources and technology to eradicate poverty.

Length

256
Pages
Language

EN
English
Publisher

Beacon Press
Publication date

2010
January 1
Dimensions

5.7 x 0.9 x 8.7
inches
ISBN-10

9780807000762
ISBN-13

978-0807000762
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Editorial Reviews

Review

Martin Luther King, Jr., was one of the greatest organic intellectuals in American history. His unique ability to connect the life of the mind to the struggle for freedom is legendary, and in this book-his last grand expression of his vision-he put forward his most prophetic challenge to powers that be and his most progressive program for the wretched of the earth.—Cornel West, professor of religion and African American studies, Princeton University, and author of Race Matters

About the Author

Dr. Martin Luther King, Jr. (1929–1968), Nobel Peace Prize laureate and architect of the nonviolent civil rights movement, was among the twentieth century’s most influential figures. One of the greatest orators in US history, King also authored several books, including Stride Toward Freedom: The Montgomery Story, Where Do We Go from Here: Chaos or Community?, and Why We Can’t Wait. His speeches, sermons, and writings are inspirational and timeless. King was assassinated in Memphis, Tennessee, on April 4, 1968.

Product details

ASIN ‏ : ‎ 0807000760
Publisher ‏ : ‎ Beacon Press; Reprint edition (January 1, 2010)
Language ‏ : ‎ English
Hardcover ‏ : ‎ 256 pages
ISBN-10 ‏ : ‎ 9780807000762
ISBN-13 ‏ : ‎ 978-0807000762
Item Weight ‏ : ‎ 15.2 ounces
Dimensions ‏ : ‎ 5.72 x 0.9 x 8.74 inches

Best Sellers Rank: #356,341 in Books (See Top 100 in Books)
- #404 in Civil Rights & Liberties (Books)
- #945 in Discrimination & Racism
- #1,166 in African American Demographic Studies (Books)

Customer Reviews:
4.8 369 ratings

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4.8 out of 5

369 global ratings

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Sarah

insightful

Reviewed in the United States on December 19, 2023

it was a great read

Reviewed in the United States on August 20, 2011

Verified Purchase

Moments of Truth are defined by the author as the numerous 15 seconds interaction where customers interact with front-line employees. As Jan indicates: "These 50 million "moments of truth" are the moments that ultimately determine whether SAS will succeed or fail as a company. They are the moments when we must prove to our customers that SAS is their best alternative. This book is one on transforming and leading an organization that is customer and market driven. The author argues that to deal with this "market-led discontinuity", the underlying organizations must be "revolutionized".

The book covers Jan's career and through that covers a variety of leadership and organizational topics such as strategy, risk, organization structure, communication, results, rewards etc. It also offers insight into the airline industry at the time - regulation, strategies, competition etc. What sets this book apart is the context in which the lessons are exposed - namely the numerous transformations that Jan lead at the various units he headed. The transformation was one centered around people first and foremost, then on processes and technology second. He truly embraces the "people first and last" spirit.

A very quick educative and enjoyable read filled with gems of management and leadership wisdom - particularly around organizational transformation. Highly recommended!

Below are excerpts from the book that I found particularly insightful:

1) "In a customer-driven company, the distribution of roles is radically different. The organization is decentralized...flattened, more horizontal, structure. This is particularly true in service businesses that being not with the product but with the customer."

2) "In order to become a customer-oriented company, extensive changes will be required on the part of frontline employees. Yet, the initiative for those changes must originate in the executive suite. It is up to the top executive to become a true leader, devoted to creating an environment in which employees can accept and execute their responsibilities with confidence and finesse. He must communicate with his employees, imparting the company's vision a reality. To succeed he can no longer be an isolated and autocratic decision-maker. Instead, he must be a visionary, a strategist, an informer, a teacher, and an inspirer."

3) "A leader is not appointed because he knows everything and can make every decision. He is appointed to bring together the knowledge that is available and then create the prerequisites for the work to be done. He creates the systems that enable him to delegate responsibility for day-to-day operations."

4) "A leader today must have much more general qualities: good business sense and a broad understanding of how things fit together the relationships among individuals and groups inside and outside the company and the interplay among the various elements of the company's operations."

5) "Eventually, we formed a much clearer idea of how the flattened pyramid should operate and were able to communicate the new roles to middle managers as well. The work still begins with something handed down from above - overall objectives for achieving the company goals. Upon receiving these broad objectives, middle management first breaks them down into a set of smaller objectives that the frontline people will be able to accomplish. At that point the role of middle manager is transformed from administration to support."

6) "Similarly, individuals employees - and corporations as a whole - must dare to take the leap. In the corporate works taking this kind of leap is called "execution." Having a clearly stated strategy makes execution much easier. It is a matter of courage, sometimes bordering on foolhardiness, combined with a large portion of intuition. These characteristics may be impossible to acquire but, if possessed, can always be developed further."

7) "Unfortunately, many corporate executives are noticeable lacking in intuition, courage, and conviction."

"Indeed, I believe that the only way any group or individual can take responsibility is to understand the overall situation. I routinely share the knowledge that I have about where the company is and where it should be heading with the board unions, and employees. For the vision to become a reality, it must be their vision too."

9) "A worker who can envision the whole cathedral and who has been given responsibility for constructing his own portion of it is far more satisfied and productive than the worker who sees only the granite before him. A true leader is one who designs the cathedral and then shares the vision that inspires others to build it."

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Mohammed J Nasser

Great book

Reviewed in the United States on June 22, 2023

Verified Purchase

Simple straight to the point valuable inclusive leadership style …. Lot to learn from Jan Carlzon

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Miguel Hidalgo

The Model of Management for the New Industrial Age

Reviewed in the United States on July 3, 2003

Verified Purchase

Jan Carlzon is a business leader who learned how to diversify his strengths and fortify his weaknesses. He is one of the few CEO's (before Jack Welch :) who had the boldness, bordering on foolishness, to take huge risks. He had 'safer' options available to him but he earned his salary by pioneering the expansion of product-service development beyond aircraft; maneuvering past the notion that market share is everything; and shifting emphasis to a value organization nurturing the best customer service in the world for the business traveler under extremely competitive conditions. Surprisingly, he made SAS profitable over and above everyone's expectations, including his own!
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!

5 people found this helpful

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Cliente de Amazon

Servicio es una actitud

Reviewed in Mexico on November 4, 2018

Verified Purchase

No lo he terminado de leer pero me lo recomendaron en un curso que tomé y el mindset the este CEO es muy buena

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Koboldmaki131

Bestens

Reviewed in Germany on October 15, 2019

Verified Purchase

Alles bestens, vielen Dank!

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Cliente Amazon

Show

Reviewed in Brazil on March 26, 2017

Verified Purchase

Um dos melhores livros de negócios que já li. Recomendo 100% a líderes e empreendedores que desejam alcançar resultados extraordinários.

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Alfredo Fierro

Un real punto de inflexion para las industrias de servicios

Reviewed in Spain on July 18, 2016

Verified Purchase

Las experiencias de Carlzon si bien ya tienen algunos años, definieron un antes y un despues en las industrias de servicios y en especial en las altamente sindicalizadas, en el mundo. El libro es altamente recomendable, es claro y facil de entender y de aplicar.

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Allwyn

Good read for some great people ideas

Reviewed in India on May 7, 2016

Verified Purchase

Just read this book, Its small and wonderful shows how Jan Carlzon used some basic principle to turnaround the companies he worked upon. his mantra is very simple Customer and Employees first which helped him turnaround these companies, A good read for people in Leadership or Planning to move up the chain.

Thank You!!

5 people found this helpful

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