This case describes a) the organizational factors which shaped Singapore Airlines' multi-year record of success, and b) the new challenges it faces to continue to maintain the world-class best service. In its 1993 ambition to improve its service, SIA must face ever-demanding customers. One of those customers is featured in the case in terms of some special requests.

This case documents a major restructuring of Daimler-Benz's holding organization in 1993. It considers the rationale for the change, the introduction of the changes, and an initial evaluation. The goal was to debureaucratize the Holding so as to be able to respond more quickly to the demands of the business units.

This case describes Alcatel Bell's efforts from 1989-92 to change its culture and its approach to business. The case revolves around the CEO's mandate for all 1200 Bell managers to develop and implement a "change project". These projects were intended to accelerate change at Bell and provide a vehicle for learning. Bell's ultimate goal was to become a "learning organization".

This case describes a) the organizational factors which shaped Singapore Airlines' multi-year record of success, and b) the new challenges it faces to continue to maintain the world-class best service. In its 1993 ambition to improve its service, SIA must face ever-demanding customers. One of those customers is featured in the case in terms of some special requests.

This case documents two critical changes in a major law firm: the merger of two law firms into one and the globalisation of the merged firm. The merger was generally viewed as successful and the integration process is described. The second goal of globalisation is steadily proceeding but represents a larger cultural and strategic challenge.

This case describes a series of organizational and performance improvements in EDF's largest distribution center. The case details the history of EDF, the growing need for change, and an example of how reforms were instituted in one of its key units. Resistance and difficulties in managing the change are detailed as well.

Please refer to part A for the abstract.

This case describes a series of organizational and performance improvements in EDF's largest distribution center. The case details the history of EDF, the growing need for change, and an example of how reforms were instituted in one of its key units. Resistance and difficulties in managing the change are detailed as well.