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Carlzon noted that this structure creates a major bottleneck: the people who have the least contact with customers have all the decision-making power, while the people who interact with customers daily have zero authority. 2. The Inverted Pyramid

Detailed accounts of how SAS turned around its operations. Moments Of Truth Jan Carlzon Pdf

If a flight was delayed and a customer was risking a missed connection, a gate agent had the authority to book that passenger onto a competitor’s flight immediately, using SAS funds. Flattening the Organization Carlzon noted that this structure creates a major

In the early 1980s, Scandinavian Airlines (SAS) was losing millions. The industry was stagnant, and the brand was fading. Enter Jan Carlzon, a young executive who didn't look at planes, fuel costs, or schedules first. Instead, he looked at interactions If a flight was delayed and a customer

The Great Resignation and widespread workplace disengagement have proven that employees do not want to be mindless cogs in a machine. Carlzon’s philosophy teaches that when you trust your employees and give them true ownership over customer outcomes, their job satisfaction skyrockets. Happy, empowered employees naturally create happy, loyal customers. How to Implement Carlzon’s Principles in Your Business