During a decade, the British Airways went from “awful” to “awesome with stunning statistics to back up that assessment – all driven by a single-minded focus on customer service. 1. What was life like at the -old” British Airways? What was difficult about making change? 2. What were the critical factors in the successful transformation? 3. What were some supporting and restraining force to change process? 5. What the core values of BA changed after the transformation? How they are different from old ones?
While we discuss an article or a case every week in the class, you will be required to submit 1 1/2 to 2 pages case summary encompassing core organizational issues, key stakeholders, organizational environment, and possible decisions and action strategies. You can assume your reader has knowledge about the facts of the case and limit your summary to a couple of paragraphs, and focus analysis, assessment and recommendations.
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