Case | HBS Case Collection | 1993 (Revised from original 1990 version)
by John P. Kotter
In just 10 years, 1980-1990, British Airways turned around both its declining image and financial situation. Focusing on the paramount importance of customer service, British Airways went from "bloody awful" to "bloody awesome." Experiencing a financial crisis in 1981 and trying to meet the challenges of privatization helped the people at British Airways focus on changing their culture through reorganization and instituting new beliefs.
Keywords: Organizational Change and Adaptation; Organizational Culture; Problems and Challenges; Customer Relationship Management; Corporate Strategy; Privatization; Air Transportation Industry; United Kingdom;
Citation:
Kotter, John P. "Changing the Culture at British Airways." Harvard Business School Case 491-009, September 1993. (Revised from original October 1990 version.)
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Article | Harvard Business Review | November 2012
Accelerate!
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Case | HBS Case Collection | 2012 (Revised from original 2005 version)
The U.S. Current Account Deficit
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Keywords: Macroeconomics; Borrowing and Debt; Currency; Foreign Direct Investment; Business and Government Relations; United States;
Working Paper | HBS Working Paper Series | 2011
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