Moments of Truth is Carlzon’s story of how, under his leadership as president and CEO, Scandinavian Airlines System (SAS) emerged from deficits to profitability, improved services, and enhanced its market position by becoming a customer-oriented company organized for change. His strategiesa focus on the customer, encouraging risk-taking, delegating more authority to front-line employees, and eliminating vertical levels of hierarchy for a more horizontal organizationbear the hallmarks of entrepreneurial management and the pursuit of excellence. Reportedly a Scandinavian bestseller, Carlzon’s book has a universal message and deserves attention for its clear illustration of these strategies in action. – Elin B. Christianson, Library Consultant, Hobart, Ind., Copyright 1987 Reed Business Information, Inc.
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