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Later that quote was rewritten in the book "Moments of Truth" where
Carlzon said: "Last year each of our ten million customers came in contact with approximately five SAS employees, and this contact lasted an average of 15 seconds each time. The SAS is 'created' 50 million times a year, 15 seconds at
265:
In the latter years of
Carlzon's tenure at SAS he was coming under increased pressure from shareholders as competitors had caught up with the lead established by SAS in the business market in the early 1980s. At the same time increasing oil prices and a less than profitable first class operation led
153:
At the time Jan
Carlzon took over the helm of SAS, the company was facing large financial difficulties and losing $ 17 million per annum and had an international reputation for always being late. A 1981 survey showed that SAS was ranked no. 14 of 17 airlines in Europe when it came to
154:
punctuality. Furthermore, the company had a reputation for being a very centralized organization, where decisions were hard to come by to the detriment of customers, shareholders, and staff. He revolutionized the airline industry through an unrelenting focus on customer service quality.
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In 1966, he married Agneta Wärn (born 1942), a flight attendant, the daughter of merchant Evert Wärn and Evy (née
Axelsson). He is now married to Susanne Bourghardt Carlzon (born 1959). He has three children in his first marriage and two children in his second marriage.
278:
Carlzon left SAS in
November 1993 and founded the investment company Ledstiernan in 1994 where he was chairman. Carlzon was also one of the founders of the Internet retail company CDON AB. In 1999 he (who is an avid tennis player in his spare time) became chair of the
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re-design, a process which was marred when a journalist gained unlawful access to a hangar with a plane painted in a proposed livery was photographed and widely published in
Scandinavian newspapers. Unfortunately, either the brief to the agency,
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a time. 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.", Carlzon, Jan:
184:". These changes soon impacted the bottom-line as well and the company made a profit of $ 54 million in 1982. Several case studies about the turn-around are available and it has been referenced widely in management literature
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309:"We have 50,000 moments of truth every day." – said at the start of the First Wave seminars to turn SAS around in 1982 and referring to every time an employee of the company came into contact with a customer.
287:. He served as chair of the British Swedish Chamber of Commerce between 2003 and 2006 and, until June 2010, he chaired the entrepreneurs' organization Företagarna. He was also one of the founders of European
180:('TMI'). The program was focused on delegating responsibility away from management and allowing customer-facing staff to make decisions to resolve any issues on the spot. Jan Carlzon said at the time: "
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at
Vingresor AB. Carlzon was Product Manager at Vingresor AB from 1969 to 1971, Director of Marketing at Vingresor/Club 33 AB from 1971 to 1973, and finally CEO from 1974 to 1978. In 1978 he joined
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This decentralisation of the organization led to both a large boost in company morale and the formalization of the training methodology of the program in a joint venture in 1982 with TMI called
191:. Scandinavian Service School since went on to establish offices in all three of the Scandinavian countries as well as Finland and the training program was exported to other airlines including
315:"I learned that, before you reach an objective, you must be ready with a new one, and you must start to communicate it to the organization. But it is not the goal itself that is important."
254:. This caused a huge public furore as SAS only contains the airlines of the three monarchies Denmark, Norway, and Sweden. Incidentally, the other two Nordic countries,
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from service, a task completed in 1987. SAS has never since flown aircraft with as large a capacity as it does not believe the flights would be profitable.
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199:. The flat organizational structure, delegation processes, and empowerment of employees adopted at SAS also led to Carlzon writing a book,
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Within one year of taking over, SAS had become the most punctual airline in Europe and had started an ongoing training program called
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Problems are solved on the spot, as soon as they arise. No front-line employee has to wait for a supervisor's permission.
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company NETnet
International S.A. and is part owner and chair of Karl Stockman AB, a Swedish investment company.
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321:"... the right to make mistakes is not equivalent to the right to be incompetent, especially not as a manager."
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121:, Sweden, the son of Gösta Carlzon and his wife Essie (née Jörgensen). He graduated with an MBA from the
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One of the first things Jan
Carlzon did at SAS was to introduce the world's first separate cabin for
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businessman. He is most noted for being chief executive officer of
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Riv pyramiderna!: en bok om den nya människan, chefen och ledaren
351:, 12th size gold (silver-gilt) medal worn around the neck on the
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719:] (in Swedish). Stockholm: Norstedt. 1984. p. 202.
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in
Stockholm in 1985 and translated into English in 1987 by
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Members of the Norwegian Academy of Technological Sciences
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British Swedish Chamber of Commerce newsletter Summer 2003
849:[Awards of medals and medals] (in Norwegian).
538:] (in Swedish). Stockholm: Norstedt. p. 592.
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626:Service America: Doing Business in the New Economy
571:How to Build Customer Services from the Inside Out
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628:, Grand Central Publishing, New York City, 1990.
133:Carlzon started his career in the international
717:Who is it: Swedish biographical handbook. 1985
536:Who is it: Swedish biographical handbook. 1997
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905:Norwegian Academy of Technological Sciences
712:Vem är det: svensk biografisk handbok. 1985
531:Vem är det: svensk biografisk handbok. 1997
399:Norwegian Academy of Technological Sciences
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503:Jan Carlzon interview with Bob Thompson,
145:in 1980 and served as its CEO from 1981.
432:Carlzon, Jan; Lagerström, Tomas (1985).
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161:while at the same time doing away with
684:: CS1 maint: archived copy as title (
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528:Salander Mortensen, Jill, ed. (1996).
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958:Stockholm School of Economics alumni
847:"Tildelinger av ordener og medaljer"
117:Carlzon was born on 25 June 1941 in
436:(in Swedish). Stockholm: Bonnier.
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968:Swedish airline chief executives
624:Albrecht, Karl & Ron Zemke,
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241:Carlzon also oversaw a complete
467:. Cambridge, Mass.: Ballinger.
285:International Tennis Federation
225:American Management Association
372:Royal Norwegian Order of Merit
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412:Sällskapsresan 2 – Snowroller
390:Honorary Doctor of Laws from
384:Honorary Doctor of Laws from
123:Stockholm School of Economics
79:Stockholm School of Economics
236:Airline of the Year for 1983
143:Scandinavian Airlines System
879:Pacific Lutheran University
419:The Proof of the Pudding...
392:Pacific Lutheran University
370:Commander with Star of the
189:Scandinavian Service School
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283:and a board member in the
281:Swedish Tennis Association
230:The changes at SAS led to
178:Time Manager International
901:"Medlemmer: CARLZON, Jan"
101:(born 25 June 1941) is a
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207:, which translates into
165:on its European routes.
349:H. M. The King's Medal
209:Tear Down the Pyramids
933:Swedish Film Database
851:Royal Court of Norway
826:Royal Court of Sweden
459:Carlzon, Jan (1987).
386:Pepperdine University
353:Order of the Seraphim
766:"Jan Carlzon quotes"
170:Putting People First
135:hospitality industry
776:on February 4, 2013
614:TMI Case Study: SAS
595:on February 4, 2013
585:"Jan Carlzon quote"
394:(11 September 1991)
232:Air Transport World
109:from 1981 to 1994.
872:"Honorary Degrees"
770:www.ThinkExist.com
589:www.ThinkExist.com
397:Fellowship in the
243:corporate identity
39:Jan Gösta Karlsson
569:Marilyn Manning,
505:CustomerThink.com
326:Honors and awards
248:Landor Associates
149:Challenges at SAS
95:Jan Gösta Carlzon
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221:Moments of Truth
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948:1941 births
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885:October 22,
881:. p. 6
699:Företagarna
670:January 13,
405:Filmography
268:Boeing 747s
163:First Class
88:Businessman
67:Nationality
20:Jan Carlzon
942:Categories
491:References
443:9100468444
113:Early life
85:Occupation
45:1941-06-25
856:April 21,
831:April 21,
599:April 27,
274:After SAS
139:Linjeflyg
125:in 1967.
107:SAS Group
780:June 14,
680:cite web
289:telecoms
119:Nyköping
99:Karlsson
56:Nyköping
931:at the
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483:6254131
452:8345131
260:Iceland
256:Finland
213:Bonnier
103:Swedish
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379:Honors
331:Awards
304:Quotes
223:. The
129:Career
60:Sweden
875:(PDF)
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664:(PDF)
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534:[
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912:2013
887:2019
858:2022
833:2022
782:2018
721:ISBN
686:link
672:2022
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469:ISBN
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258:and
205:Swe.
195:and
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176:of
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