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Moments of Truth (Paperback)

by Tom Peters (Foreword), Jan Carlzon (Author)

5.0 out of 5 stars See all reviews (1 customer review)

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Product details

Paperback: 160 pages
Publisher: HarperCollins; New edition edition (26 Oct 1989)
Language English
ISBN-10: 0060915803
ISBN-13: 978-0060915803
Product Dimensions: 19.8 x 13.2 x 1 cm

Average Customer Review: 5.0 out of 5 stars See all reviews (1 customer review)

Amazon.co.uk Sales Rank: 163,123 in Books (See Bestsellers in Books)
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#92 in Books > Business, Finance & Law > Sales & Marketing > Customer Services

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Product Description

The president and CEO of Scandinavia Airlines details how to restructure an organization so that customer needs take priority, how to best utilize employees who deal directly with customers, and how to increase employee motivation.

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	98% buy the item featured on this page: Moments of Truth 5.0 out of 5 stars (1) �6.40
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27 of 27 people found the following review helpful:

5.0 out of 5 stars Great Model of Customer-Centered and Trend-Focused Company, 18 April 2000

By A Customer

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.

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