Jan Carlzon

Mr. Jan Carlzon is the Swedish version of TomPeters (the two authors sometimes quote each other). Jan started out in the travel business, then did a great job of ReFactoring the Swedish airline business in the early 1980s. He wrote a book on this that was translated to English, titled MomentsOfTruth, where the idea is that every flight passenger meets eye-to-eye with a representative for the airline on average three times during each flight (check-in, boarding, and on-flight dinner), each time for fifteen seconds, and these "moments of truth" are what decides if this passenger will every fly with this airline again. All else is more or less irrelevant: airplaines, mechanics, routes, contracts, buildings. By focusing on customer interaction and cutting costs and reforming all else, the SAS airline (http://www.scandinavian.net/) was converted from nearly bankrupt to highly profitable. If this is not ReFactoring, then what. Maybe it is ExtremeBusiness?

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