In just 10 years, 1980-1990, British Airways turned around and drop the image and financial situation. Talking about the primary importance of customer service, British Airways went from "bloody awful" to "bloody amazing." Experience of the financial crisis in 1981 and is trying to solve the problem of privatization has helped people in the British Airways aim to change their culture through the reorganization and the introduction of new beliefs. "Hide
by John P. Kotter, James K. Leahy Source: Harvard Business School 12 pages. Publication Date: 09 Oct 1990. Prod. #: 491009-PDF-ENG
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