Moments Of Truth Jan Carlzon Pdf

But Carlzon quantified it dramatically. He calculated that if SAS carried 10 million passengers per year, and each passenger interacted with roughly five SAS employees over an average of 15 seconds per interaction, then SAS was delivering per year—each lasting only 15 seconds.

Even if you don’t work in service or aviation, Carlzon’s ideas apply universally: Moments Of Truth Jan Carlzon Pdf