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The other is love. People are not willing to take risks when they feel afraid or threatened. But if you manage people by love — that is, if you show them respect and trust — they start to perform up to their real capabilities. Because, in that kind of atmosphere, they dare to take risks. Scaring the hell out of your people works really well in the short-term.
The trouble is, where fear exists, your people will keep their heads down and do exactly what is expected of them — and no more. And if they are scared enough, just hang around until they have found somewhere safer. Why would they try new ideas, just in case they get beaten-up when they do?
Pain hurts — and no-one inflicts pain on themselves if there is another way out.
So, damaged employees keep their heads down to avoid more of the pain that fearful managers heap on them. So much more is about their own inadequacies to evolve and change. As Carlzon says, there is another way. A way which encourages and develops.
A way that sees the future as one where sustainable growth and a workforce with a curiosity for a way of working that is inclusive, rather than exclusive. Creating a sustainable growing organizational workforce, prepared to risk and challenge, because they feel that they can.
Great managers take the time to grow their people through support and encouragement — and lose the stick!CASE STUDY: Scandinavian Airlines System (SAS), page "The Strategy Process", Mintzberg et al. "Evaluate How Successful Jan Carlzon's Cultural Change Was in SAS?" I feel it beneficial in terms of my understanding of the case to provide a brief précis and highlight any.
A Book Report MOMENTS OF TRUTH By Jan Carlzon President, Scandinavian Airlines (Book Report by Gary Tomlinson) oriented airline, we ignited a radical change in the culture at SAS. Now the entire company – from the executive suite to the most remote check-in terminal – was focused. jan carlzon Top Tag’s martin luther king jr poverty tiger schools uniforms the american dream academic goals brave new world critical essay marijuana legalization informative essay fsu cold war nature vs. nurture my heroes personal experiences. Former CEO and President of Scandinavian Airlines, now a leading businessman and entrepreneur, Jan Carlzon is a leading voice on business leadership. Founding investment and internet retail companies since leaving SAS, Jan knows how to create a successful customer-driven organisation.
In the s Jan Carlzon, the former CEO of Scandinavian Airlines System (SAS), transformed the airline by focusing on the needs of the customer. He coined a phrase: ‘The Moment of Truth’ to describe the exact moment that a customer came into contact with a SAS employee.
The title of Jan Carlzon’s book, “moment of truths” is perhaps the main reason I chose to read the book among other recommended books. The term “moment of truth” became a household name to me as far back as my past studies in Sales and Marketing at Helsinki Business College.
Jan Carlzon has undoubtedly initialized changes, which caused a dramatic turnaround in the overall business operation of the airline system.
These changes were carried out in response to the problems that beset SAS and the entire airline industry as a whole. The title of Jan Carlzon’s book, “moment of truths” is perhaps the main reason I chose to read the book among other recommended books.
The term “moment of truth” became a household name to me as far back as my past studies in Sales and Marketing at Helsinki Business College.
The Scandinavian Airline System (SAS) has used different strategies, which have helped it to overcome challenges that it encountered in s. It faced various threats especially from the environment of aviation.