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Jan Carlzon's answer to this? Get rid of the horizontal barriers to communication. The technician scribbles a directive on the now dog-eared form: "Repair when possible." And it will be repaired�lO pairs of torn stockings later. By now the plane is flying at 31,000 feet over Dubuque. The techni­ cian isn't sure whether or not he can fix the problem.

A half-hour later, it is placed on the desk of someone in the technical department. Late that afternoon, the report will be sent to a corresponding level of another department.

To her way of thinking, she has done her job. Meanwhile, our flight attendant has delegated the problem upward in the com­ pany. But the office contains only a telephone and intercom no tools. The only thing she knows to do is file a report that will end up in an office somewhere. The flight attendant can't repair the panel herself because she doesn't have the proper tools. The panel has a sharp, protruding edge that has tom the stockings of a passenger who reports it to the nearest flight attendant. Magine that there's a loose panel in the passenger compartment of the New York to Los Angeles air­ plane. Aeronautics, Commercial-Sweden-management. Originally published: Cambridge, Mass.: Ballinger Pub. "Perennial Library." Reprint, with new introd. Library of Congress Cataloging-in-Publication Data Carlzon, Jan. 10022.įirst PERENNIAL LIBRARY edition published 1989. For information address Harper & Row, Publishers, Inc., 10 East 53rd Street, New York, N.Y. No part of this book may be used or reproduced in any manner whatsoever without written permission except in the case of brief quotations embodied in critical articles and reviews. Copyright© 1987 by Ballinger Publishing Company. It is here reprinted by arrangement with Ballinger Publishing Company. JANCARLZON President, Scandinavian Airlines FOREWORD BYĪ hardcover edition of this book was originally published in 1987 by Ballinger Publishing Company. New Strategies for 'Ibday 1s Customer-Driven Economy "The best book on leadership by a CEO.'' -JohnNaisbitt, authorofMegatrends Library of Congress Cataloging-in-Publication DataĬhapter 2 The Vingresor and Linjeflyg Turnarounds