"In a changing business environment," says Carlzon,
"you can't wield total control from the top of the pyramid. You must give
people authority. . .They are the ones who can sense changes in the market"
and through providing employees with "security, authority and the right to
make decisions based on current market conditions," the CEO of any given
company places himself in "the best position to gain a competitive edge" in
not only the airline business but also other businesses which rely upon a
broad and happy customer base (38).
Throughout the rest of the book, Carlzon examines in-depth numerous
aspects of the business world which he feels affects the success or failure
of any given company. For example, Carlzon poses the question, "How can you
know what your goals and strategies should be if you don't have a clear
idea of the environment you're working...
..Scandinavian Air Service (SAS) is not a collection of material assets, but the quality of the contact between an individual customer and the SAS employees who serve the customer directly" Carlzon (1987, p. 2). What Carlzon shows in this quote is that he was able to not only make the customer the focus of SAS, but also that he empowered his employees and encouraged collaboration among all of the SAS team
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