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  • October 1990 (Revised September 1993)
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Changing the Culture at British Airways

By: John P. Kotter
  • Format:Print
  • | Pages:12
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Abstract

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, October 1990. (Revised September 1993.)
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About The Author

John P. Kotter

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  • Accelerate: Building Strategic Agility for a Faster-Moving World By: John P. Kotter
  • Accelerate! By: John P. Kotter
  • Buy-In: Saving Your Good Idea from Getting Shot Down By: John P. Kotter and Lorne A. Whitehead
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