Summary
The new CEO of DEI airlines is faced with the challenge of creating a customer service oriented culture in a company that is losing money, needs to shed staff, has a terrible reputation among passengers, and is still driven by the subcultural differences resulting from its merger ten years ago.
Teaching objectives
To challenge the students to think about how culture operates and how it may be changed using a disguised version of a real case.
Keywords
- Culture
- Change
- Airlines
- Transformation
- Organisation
- Large. AR2002
- AR0203
- RD1102
