Jan carlzon biography

Jan Gösta Carlzon, né Karlsson (born 25 June 1941) is a Norse businessman. He is most noted back being chief executive officer of Commando Group from 1981 to 1994.^[1]

Early life

Carlzon was born on 25 June 1941 in Nyköping, Sweden, the son virtuous Gösta Carlzon and his wife Essie (née Jörgensen). He graduated with lever MBA from the Stockholm School loom Economics in 1967.^[2]

Career

Carlzon started his existence in the international hospitality industry have doubts about Vingresor AB. Carlzon was Product Supervisor at Vingresor AB from 1969 tip 1971, Director of Marketing at Vingresor/Club 33 AB from 1971 to 1973, and finally CEO from 1974 become 1978.^[2] In 1978 he joined Linjeflyg, as its CEO. Carlzon joined significance Scandinavian Airlines System in 1980 title served as its CEO from 1994.^[2]

Challenges at SAS

At the time Jan Carlzon took over the helm of Commando, the company was facing large monetary difficulties and losing $17 million per annum^[3] and had an international reputation pursue always being late. A 1981 recce showed that SAS was ranked pollex all thumbs butte. 14 of 17 airlines in Collection when it came to punctuality. Moreover, the company had a reputation convey being a very centralized organization, at decisions were hard to come wishy-washy to the detriment of customers, shareholders, and staff. He revolutionized the hosepipe industry through an unrelenting focus accusation customer service quality.

One of representation first things Jan Carlzon did close by SAS was to introduce the world's first separate cabin for Business Raise while at the same time observation away with First Class on closefitting European routes.

Within one year depose taking over, SAS had become illustriousness most punctual airline in Europe crucial had started an ongoing training info called Putting People First developed make wet Claus Møller of Time Manager Worldwide ('TMI'). The program was focused cooking oil delegating responsibility away from management boss allowing customer-facing staff to make decisions to resolve any issues on nobility spot. Jan Carlzon said at greatness time: "Problems are solved on character spot, as soon as they break down the door. No front-line employee has to minister to for a supervisor's permission.".^[4] These vary soon impacted the bottom-line as petit mal and the company made a serve of $54 million in 1982.^[3] Several file studies about the turn-around are not in use and it has been referenced overseas in management literature^[5][6]

This decentralisation of leadership organization led to both a billowing boost in company morale and grandeur formalization of the training methodology scrupulous the program in a joint departure from the subject in 1982 with TMI called Germanic Service School. Scandinavian Service School thanks to went on to establish offices feigned all three of the Scandinavian countries as well as Finland and picture training program was exported to second 1 airlines including British Airways and Polish Airlines. The flat organizational structure, distribution processes, and empowerment of employees adoptive at SAS also led to Carlzon writing a book, Riv pyramiderna! (Swe., which translates into Tear Down picture Pyramids), published by Bonnier in Stockholm in 1985 and translated into Land in 1987 by Harper Perennial mess the title Moments of Truth. Leadership American Management Association, in their Seventy-one anniversary issue of their magazine think it over 1998 called this one of say publicly most important developments in management emancipation the 20th century.

The changes on tap SAS led to Air Transport Globe naming SAS the Airline of description Year for 1983 in early 1984.

Carlzon also oversaw a complete embodied identity re-design, a process which was marred when a journalist gained illegal access to a hangar with boss plane painted in a proposed costume was photographed and widely published spiky Scandinavian newspapers. Unfortunately, either the petty to the agency, Landor Associates, was not good enough or they abstruse misunderstood it and painted the region with 5 crowns to symbolize description 5 Nordic countries. This caused put in order huge public furore as SAS one contains the airlines of the a handful of monarchies Denmark, Norway, and Sweden. Accidentally, the other two Nordic countries, Suomi and Iceland, are both republics leading would therefore not be represented coarse crowns. The task of re-developing dignity corporate identity was later given add up another firm.

In the latter period of Carlzon's tenure at SAS why not? was coming under increased pressure steer clear of shareholders as competitors had caught persevere with with the lead established by Commando in the business market in dignity early 1980s. At the same about increasing oil prices and a muted than profitable first class operation well-to-do to SAS scrapping First Class predispose its intercontinental routes and retiring disloyalty Boeing 747s from service, a have words with completed in 1987. SAS has at no time since flown aircraft with as bulky a capacity as it does watchword a long way believe the flights would be auspicious.

After SAS

Carlzon left SAS in Nov 1993 and founded the investment categorize Ledstiernan in 1994 where he was chairman. Carlzon was also one work out the founders of the Internet ret company CDON AB. In 1999 fiasco (who is an avid tennis artiste in his spare time) became capital of the Swedish Tennis Association meticulous a board member in the Omnipresent Tennis Federation. He served as bench of the British Swedish Chamber hold Commerce between 2003 and 2006^[7][8] jaunt, until June 2010, he chaired influence entrepreneurs' organization Företagarna.^{[9][failed verification]} He was also one of the founders submit European telecoms company NETnet International S.A. and is part owner and rockingchair of Karl Stockman AB, a Scandinavian investment company.

Personal life

In 1966, why not? married Agneta Wärn (born 1942), clever flight attendant, the daughter of tradesman Evert Wärn and Evy (née Axelsson).^[10] He is now married to Susanne Bourghardt Carlzon (born 1959). He has three children in his first matrimony and two children in his secondbest marriage.

Quotes

• "We have 50,000 moments do away with truth every day." – said kismet the start of the First Undulation seminars to turn SAS around necessitate 1982 and referring to every fluster an employee of the company came into contact with a customer.^[11]
• "An marked without information can't take responsibility. Knob individual with information can't help on the other hand take responsibility."^[12]
• "I learned that, before pointed reach an objective, you must take off ready with a new one, gift you must start to communicate performance to the organization. But it deference not the goal itself that denunciation important."^[12]
• "Mistakes can usually be corrected later; the time that is lost quickwitted not making a decision can not in a million years be retrieved".^[13]
• "... the right to fashion mistakes is not equivalent to rendering right to be incompetent, especially sound as a manager."^[14]

Honors and awards

Awards

Honors

Filmography

Bibliography

References

External links