Essay on Moments of Truth

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Book Report on Moments of Truth By Jan Carlzon What is Moments of truth “Moments of truth (MoT) means the first 15-second encounter between a passenger and the frontline staff (Jan, C. 1987). Although it is only a short period of time, every MoT is done well, it can become moments of magic then. Jan Carlzon, the author of this book is successfully created a miracle by doing well every moments of truth. About the author Jan Carlzon was invited to work as a chief executive officer in a national airline company named as Scandinavian Airlines System (SAS) in 1981. Within one year, he successfully rescued the company from losing 17 million per annum to making a profit of 54 million a year after. Two years later, the SAS was voted for the “Airline of the Year in 1983”. Six years later, he wrote this book. The book becomes famous in the field of management and business circles throughout many years. Nowadays, SAS even becomes the leading airline company in Europe.(SAS group, 2013) Up to now, many Multinational Enterprises (MNE) such as McDonalds, Lenovo computer companies and General Motors etc have been organizing many courses related to MoT. How Can He Succeed According to the book, he once said that the most difficult time was during working in SAS. He knew that the company was in critical moment. If he cannot give a marvelous impression of customers to the SAS, the company would be closed down. Therefore, he had planned for a series of actions to change the SAS into an new and excellent SAS. The followings were the changes he make. Change One – Being a Manager With Leadership Jan Carlzon stated that what the SAS needs is not only a manager or CEO, but also a strong leader who brings together with the knowledge that is available and then create the prerequisites for the work to be done instead of a CEO who simply tells them

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