Changing the Culture at DEI Airlines

Published 26 Nov 2002
Reference 5071
Region Europe
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