In just 10 years, from 1980 to 1990, British Airways both turned to his sinking image and financial situation. The focus 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 to focus the people at British Airways about changing their culture through the reorganization and introduction of new beliefs.

In just 10 years, from 1980 to 1990, British Airways both turned to his sinking image and financial situation. The focus 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 to focus the people at British Airways about changing their culture through the reorganization and introduction of new beliefs.
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John P. Kotter
James K. Leahey
Source: Harvard Business School
12 pages.
Release Date: 09 October, 1990. Prod #: 491009-PDF-ENG
Changing the Culture at British Airways HBR case solution

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