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 Scandinavian Service School. Several case studies about the turn-around are available and it has been referenced widely in management literature These changes soon impacted the bottom-line as well and the company made a profit of $54 million in 1982. No front-line employee has to wait for a supervisor's permission.". Jan Carlzon said at the time: " Problems are solved on the spot, as soon as they arise. 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. Within one year of taking over, SAS had become the most punctual airline in Europe and had started an ongoing training program called Putting People First developed by Claus Møller of Time Manager International ('TMI'). One of the first things Jan Carlzon did at SAS was to introduce the world's first separate cabin for Business Class while at the same time doing away with First Class on its European routes. He revolutionized the airline industry through an unrelenting focus on customer service quality. 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. 14 of 17 airlines in Europe when it came to punctuality. A 1981 survey showed that SAS was ranked no. Challenges at SAS Īt 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. Carlzon joined the Scandinavian Airlines System in 1980 and served as its CEO from 1981. 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. Career Ĭarlzon started his career in the international hospitality industry at Vingresor AB. He graduated with an MBA from the Stockholm School of Economics in 1967. Early life Ĭarlzon was born on 25 June 1941 in Nyköping, Sweden, the son of Gösta Carlzon and his wife Essie (née Jörgensen). He is most noted for being chief executive officer of SAS Group from 1981 to 1994. Jan Gösta Carlzon, né Karlsson (born 25 June 1941) is a Swedish businessman.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |