"Jan Carlzon" is a Sweden/Swedish businessman. He is most noted for being Chief Executive Officer of SAS Group from 1981 - 1994.

Jan Carlzon graduated with an MBA from the Stockholm School of Economics in 1967 and immediately started his career in the international hospitality industry at Vingresor. He rose to the position of President in 1974. In 1978 he joined Linjeflyg, the Swedish national airline, as President before becoming its CEO in 1980. From 1981 he also served as President & CEO of SAS Group, the holding company for the national airlines of Denmark, Norway and Sweden, better known as Scandinavian Airlines System.

More Jan Carlzon on Wikipedia.

I learned that, before you reach an objective, you must be ready with a new one, and you must start to communicate it to the organization. But it is not the goal itself that is important.

192

Problems are solved on the spot, as soon as they arise. No front-line employee has to wait for a supervisor's permission.

187