Originally Posted by
Pearly White
Actually, getting managers to experience the business exactly as customers experience it was once seen as a breakthrough methodology towards fixing the business right, smashing bureaucracy, and demolishing the head office ivory tower syndrome.
SAS Airlines was turned around in the early 80s by a guy called Jan Carlzon who later published his very simple approach in a slim volume entitled Moments of Truth, utilising ideas like this. Should be compulsory reading not just for aviation managers but for management in any business that serves customers.
I'm well aware of the SAS story thanks... VA is not SAS and TMRB is not Jan Carlzon. What you speak of is fine as long as the people making the major decisions know what the hell they're talking about but instead... they have no ability so latch onto some small item of 'best practice' like these frivolous nibbling around the edges without any of the other elements and then, knowing nothing about the business they're working in/managing, they then do this one thing and recede into their bubble thinking they're doing a sterling job. Before anyone says that TMRB does know about the industry... no, he doesn't... being in the right place at the right time in the competitor for 40 odd years then using gift of the gab to get the gig he's just left and being nothing more than an average salesman does not make him CEO material. I wish Jan Carlzon or someone like him was running VA but they're not or even Gordon Bethune, someone who knows what he's doing but they're not.