Changing the Culture at British Airways

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Case

Reference no. 9-491-009

Subject category: Human Resource Management / Organisational Behaviour

Authors: John P Kotter (Harvard Business School); James Leahey (Harvard Business School)

Published by: Harvard Business Publishing

Originally published in: 1990

Version: 13 September 1993

Length: 12 pages

Data source: Field research

Topics: Management philosophy; Privatization; Organizational culture; Corporate strategy; Organizational change; Customer relationship management

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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.

Location:

United Kingdom

Industry:

Airline industry

Size:

50,000 employees

Other setting(s):

1980-1990