Jan Carlzon-Communicating effectively to solve a crisis

Jan Carlzon-Communicating effectively to solve a crisis

This assignment focuses on Jan Carlzon. It involves communicating effectively to solve a crisis. How the lessons learned in the talk might be applied to the context of university students and career progression.

Jan Carlzon-Communicating effectively to solve a crisis

Jan Carlzon achieved an incredible business turn round in his time at SAS. How the lessons learned in the talk might be applied to the context of university students and career progression.

Jan Gösta Carlzon, né Karlsson (born 25 June 1941) is a Swedish businessman. He is most noted for being chief executive officer of SAS Group from 1981 to 1994.

Challenges at SAS

Firstly, At the time Jan Carlzon took over the helm of SAS, the company was facing large financial difficulties. It was losing $17 million per annum. Also, it had an international reputation for always being late. A 1981 ranking show that SAS is no. 14 of 17 airlines in Europe when it came to punctuality.

Furthermore, the company had a reputation for being a very centralized organization, where decisions were hard to come by to the detriment of customers, shareholders, and staff. He revolutionized the airline industry through an unrelenting focus on customer service quality.

Moreover, One of the first things Jan Carlzon did at SAS was to introduce the world’s first separate cabin for Business Class while at the same time doing away with First Class on its European routes.

Within one year of taking over, SAS had become the most punctual airline in Europe and had started an ongoing training program called Putting People First developed by Claus Møller of Time Manager International (‘TMI’).

Additionally, The program is on delegating responsibility away from management and allowing customer-facing staff to make decisions to resolve any issues on the spot.  No front-line employee has to wait for a supervisor’s permission.”  These changes soon impacted the bottom-line as well and the company made a profit of $54 million in 1982.

Write approximately 400 words.