Moments of TruthBallinger Publishing Company, 1987 - 135 sider In a time of great turbulence in the airline industry, Carlzon offers a prescription for corporate leadership that is backed by solid achievement. Moments of truth is about the importance of responding to a changing marketplace, and offers proof that the search for corporate excellence is neither monopolised by, nor restricted to, American finance and industry. Carlzon, highlights the importance of the activist manager and emphasises how forcing decision making down to the corporate cutting edge can have a real impact. |
Indhold
A Moment of Truth | 1 |
The Vingresor and Linjeflyg Turnarounds | 7 |
The SAS Turnaround | 21 |
Copyright | |
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able achieve Air France Airbuses aircraft airline industry airplane airport arrived asked become best airline better Boeing 737s buy new planes cabin cargo Carlzon check-in cheese slicer communicate company's competition Copenhagen Copenhagen Airport corporate create Curt Nicolin customer-driven company customers cutting costs decentralized decided decision-making decisions departure deregulation develop EuroClass executive suite fares Finnair flattened flight flight attendant front line frontline employees full-fare coach goal going ideas important increase investing knew leader Lufthansa ment middle managers million moments of truth never nonstop operations organization organizational Oslo passengers percent president problem production-oriented profitable purser pyramid QualiCargo realized revenue role route SAS employee SAS's Scandinavian Scandinavian Airlines System seats serve situation staff Stockholm Sweden Swedish Swedish kronor take responsibility target terminal tives top management tourist turned U.S. airlines unions Vingresor vision