Jan Calrzon is a legend in the business world. Well known for having turned around the failing SAS airlines in the 80s, his strategy for success was simple....focus on what he calls the 'moment of truth' which is the few seconds when a customer or passenger interacted with the airline. He called it so because he believed that those few seconds were a unique opportunity for the airline to make a positive and lasting impression. His clarion call to every employee eventually led to a transformation of the organization which soon reached the top ranks in customer satisfaction. This kind of leadership with an obsession for patient satisfaction and a strong belief that this is achievable only through team work is hard to find in healthcare.
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