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Published by:
INSEAD (2015)
Version:
07.2015
Length:
14 pages
Data source:
Field research

Abstract

This case examines the turnaround of Aeroflot, a former Soviet carrier, into one of Europe's leading airlines in customer service. It describes the period between 2009 and 2015, when a new CEO rescues the company from bankruptcy. Under his leadership, a new team of top managers successfully changes the culture of the organisation to make it more consumer-focused.

Topics

Turnaround; Leadership; Customer care; Value innovation
Other setting(s):
2009-2014

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