|
||||||||||||||||||||
|
||||||||||||||||||||
|
||||||||||||||||||||
| ||||||||||||||||||
Wird oft zusammen gekauft
Produktinformation
|
Mehr über den Autor
Entdecken Sie Bücher, lesen Sie über Autoren und mehr
› Besuchen Sie die Seite von Jan Carlzon auf Amazon
› Besuchen Sie die Seite von Jan Carlzon auf Amazon
Produktbeschreibungen
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. -- Dieser Text bezieht sich auf eine vergriffene oder nicht verfügbare Ausgabe dieses Titels.
Copyright 1987 Reed Business Information, Inc. -- Dieser Text bezieht sich auf eine vergriffene oder nicht verfügbare Ausgabe dieses Titels.
Pressestimmen
"The best book on leadership by a CEO."--John Naisbitt, author of "Megatrends
In diesem Buch
(Mehr dazu)
Einleitungssatz
Rudy Peterson was an American businessman staying at the Grand Hotel in Stockholm. Lesen Sie die erste Seite
Buchdeckel | Copyright | Inhaltsverzeichnis | Auszug | Rückseite
Rudy Peterson was an American businessman staying at the Grand Hotel in Stockholm. Lesen Sie die erste Seite
Mehr entdecken
Wortanzeiger
Ausgewählte Seiten ansehenWortanzeiger
Buchdeckel | Copyright | Inhaltsverzeichnis | Auszug | Rückseite
Tags(Was ist das?)Bei einem Tag handelt es sich um ein Schlagwort, das zum Produkt passt.
Tags erleichtern allen Kunden die Suche und die Sortierung ihrer Lieblingsprodukte. |
Eine digitale Version dieses Buchs im Kindle-Shop verkaufen
Wenn Sie ein Verleger oder Autor sind und die digitalen Rechte an einem Buch haben, können Sie die digitale Version des Buchs in unserem Kindle-Shop verkaufen.
Weitere Informationen
Kundenrezensionen
Die hilfreichsten Kundenrezensionen
Format:Taschenbuch
In "Moments of Truth" Jan Carlzon, the then president of Scandinavian Airlines System, tells the extraordinary story of turning a lacklustre state-run airline into a profitable business that consistently won passenger preference surveys. The central element of Carlzon's line of reasoning is the "moment of truth", a concept that was first formulated by Richard Normann in 1984 and which comprises the notion that a service company's overall performance is the sum of countless interactions between customers and employees, the so-called moments of truth that either help to retain a customer or send him to the competition. As Carlzon does emphasize, the implementation of the idea behind this concept is hardly an easy task to accomplish, especially so because it implies the transition from a production-oriented to a market-oriented approach within the company. The measures to be taken in order to make this strategic realignment possible include flattening the organizational pyramid, making sure everyone knows about the company's vision and, last but not least, empowering "front line" employees. Once these changes have been successfully implemented and are being pursued with perseverance, chances are that the outcome will be, as Carlzon puts it, "millions of satisfied customers and thousands of motivated employees".
"Moments of Truth" can be considered a prime example of how to explain a business strategy on very few pages and in an entertaining way. Although the book is written in an anecdotal style and can easily be read within a couple of hours, its contents are of interest and potential value to every manager in the service industry. Congratulations to Mr. Carlzon on a book that is both enlightening and very witty!
Format:Taschenbuch
I see this book referenced in the literature of customer service, complexity science, and employee-oriented studies. Having now read the book, I can see why so many people refer to it. First, the book is extremely clear and easy to understand. It operates at a common sense level that is missing from many management books. Second, the author is describing case examples from his own first-hand experience. And he is certainly not Al Dunlap. Almost anyone would identify with the principles espoused here, which is to focus your resources and attention on where it will do the most good. Although people who refer to this book are clear about seeing the customer service aspects of Carlzon's thinking, I found that his strategic thinking about where trends force improved performance was even more impressive. Put the two together, and you have a remarkable opportunity to improve. Three, he explains very well the context of why he did things and how Scandinavia is different from the United States. That added a lot of meaning for me of case examples that I am not familiar with. If you want to see three examples of how unstalled thinking can make a big difference in your company, I urge you to read this book. Carlzon is a true stallbuster in areas like overcoming communications, bureaucracy, disbelief, unattractiveness, and misconception stalls. If we ever do another edition of The 2,000 Percent Solution, I would certainly like to use some of these examples in it. I particularly recommend chapters 5 (setting the strategy), 6 (flattening the pyramid), 7 (taking risks), 8 (communicating), 10 (measuring results), and 12 (the second wave). You will not find better advice anywhere else on these subjects. Unlike most management and leadership books, this one is a quick and easy read. Yet it contains a lot of meat. Carlzon seems to be able to get his point across in about one-third the space of most business authors. You'll like the difference.
Format:Taschenbuch
This book is an excellent introduction to defining and managing customer touch points. It will help you to develop business processes which will empower your work force in the art of ongoing customer satisfaction. This is something that needs to be part of a company's core values, not just a buzz word.
More important, this is the book that Saturn used to define their world class retail facilities and processes.
The lesson's from the author's personal experience with Scandanavian Airlines are easily translatable to your business.
Möchten Sie weitere Rezensionen zu diesem Artikel anzeigen?
Waren diese Rezensionen hilfreich?
Wir wollen von Ihnen hören.
Die neuesten Kundenrezensionen
Definitely interesting
Although this book is not exactly new... it keeps its value in 1999. Nevertheless some update would be a definite plus.
Am 15. Mai 1999 veröffentlicht
Turning the Pyramid upside down for a great service strategy
You would think that a book on "how to build customer satisfaction" written in 1,987 should be by now, obsolete. Lesen Sie weiter...
Veröffentlicht am 19. Juni 1998 von Ramiro Ponce
Buy it,read it, then send it to your least favourite utility
Jan Carlzon was promoted from middle management to run Scandinacia's biggest airline. He is sometimes quite modest about the reasons for this rise to the top. Lesen Sie weiter...
Am 28. Oktober 1997 veröffentlicht
Kunden diskutieren
|
Das Forum zu diesem Produkt
Fragen stellen, Meinungen austauschen, Einblicke gewinnen Aktive Diskussionen in ähnlichen Foren
Kundendiskussionen durchsuchen
|
Ähnliche Foren
|
||||||||||||||||||||||||||||||||||
Lieblingslisten
Ähnliche Artikel finden
- Fremdsprachige Bücher > Business, Karriere & Geld > Biographien & Geschichte
- Fremdsprachige Bücher > Business, Karriere & Geld > Industriezweige & Berufe > Kundenservice
- Fremdsprachige Bücher > Business, Karriere & Geld > Management & Führung > Führung
- Fremdsprachige Bücher > Sachbücher > Transport > Luftfahrt
Anhand des Sachgebietes nach ähnlichen Produkten suchen:
Ihr Kommentar
Möchten Sie die Produktinformationen aktualisieren oder Feedback zu den Produktabbildungen geben?
|
