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  • October 1990 (Revised September 1993)
  • Case

Changing the Culture at British Airways

By: John P. Kotter
In just 10 years, 1980-1990, British Airways turned around both its declining image and financial situation. Focusing on the paramount importance of customer service, British Airways went from "bloody awful" to "bloody awesome." Experiencing a financial crisis in 1981... View Details
Keywords: Organizational Change and Adaptation; Organizational Culture; Problems and Challenges; Customer Relationship Management; Corporate Strategy; Privatization; Air Transportation Industry; United Kingdom
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Kotter, John P. "Changing the Culture at British Airways." Harvard Business School Case 491-009, October 1990. (Revised September 1993.)

    Eva Ascarza

    Eva Ascarza is the Jakurski Family Associate Professor of Business Administration in the Marketing Unit.  She is the co-founder of the Customer Intelligence Lab at the D^3 institute at Harvard Business School. She teaches the Marketing core in the MBA required... View Details

    Keywords: telecommunications; e-commerce industry; entertainment; financial services; retailing

      Ashish Nanda

      Ashish Nanda is Senior Lecturer and C. Roland Christensen Distinguished Management Educator at Harvard Business School. From 2018 to 2021, he was course head for the MBA Required Curriculum course in Strategy. Beginning in 2022, he is teaching an MBA Elective... View Details

      Keywords: accounting industry; advertising; asset management; banking; brokerage; consulting; e-commerce industry; education industry; executive search; financial services; information technology industry; internet; investment banking industry; legal services; management consulting; professional services; real estate; service industry; sports; tourism
      • 07 Mar 2013
      • HBS Seminar

      Mike Toffel, Harvard Business School

        Natalia Garbiras-Diaz

        Natalia received her Ph.D. in Political Science in 2021 from the University of California, Berkeley, where she is currently a Research Associate at the Center on the Politics of Development. Prior to joining Harvard Business School, she was a Max Weber Fellow at... View Details
        • 22 Jun 2011
        • News

        "Recession Has Speeded Up The Process Of change"

        • 06 Apr 2023
        • Blog Post

        Bringing Music to the HBS Classroom: My Journey as a Nontraditional Student in the Summer Venture in Management Program

        that my skill set was not aligned with the demands of business school, let alone a highly-acclaimed institution like Harvard. My undergraduate experience was predominantly made up of developing in-depth technical and lyrical proficiency... View Details
        • 30 Dec 2010
        • News

        A New Model for Corporate Boards

        • 25 Apr 2019
        • News

        ‘We are hamstrung by existing structures … No society has grown at robust growth rates without sizeable scientific literacy’

        • 2013
        • Article

        Logic Pluralism, Organizational Design, and Practice Adoption: The Structural Embeddedness of CSR Programs

        By: Mary Ann Glynn and Ryan Raffaelli
        The institutional logics perspective highlights how organizations are embedded within broader systems of meaning and how this embeddedness activates salient institutional logics in organizations that can enable or constrain organizational decisions, practices, and... View Details
        Keywords: Organizational Design; Management Practices and Processes; Corporate Social Responsibility and Impact
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        Glynn, Mary Ann, and Ryan Raffaelli. "Logic Pluralism, Organizational Design, and Practice Adoption: The Structural Embeddedness of CSR Programs." Research in the Sociology of Organizations 39B (2013): 175–198.
        • June 2016 (Revised January 2020)
        • Case

        University of Hong Kong: Bridging East and West

        By: William C. Kirby, Joycelyn W. Eby and John P. McHugh
        In the early 20th century, the University of Hong Kong (HKU) was established in order to serve as a bridge between mainland China and the British Empire. As an elite institution in the 21st century, HKU continued its role as a bridge, connecting mainland China, Hong... View Details
        Keywords: University Administration; University Curriculum; University Faculty; Higher Education; Curriculum and Courses; Education Industry; Hong Kong; China
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        Kirby, William C., Joycelyn W. Eby, and John P. McHugh. "University of Hong Kong: Bridging East and West." Harvard Business School Case 316-068, June 2016. (Revised January 2020.)

          Suraj Srinivasan

          Suraj Srinivasan is the Philip J. Stomberg Professor of Business Administration, a member of the Accounting and Management faculty unit, and chair of the View Details

          Keywords: accounting industry; financial services
          • Video

          David A. Thomas presents "Morehouse Men: Colluding While Undermining the Master’s House, Brick by Brick?"

          • April 2019 (Revised April 2020)
          • Case

          Reaganomics: Impact and Legacy

          By: Tom Nicholas, John Masko and Matthew G. Preble
          During the 1980s, President Ronald Reagan and his administration instituted several far-reaching economic policies that had both near- and long-term impacts on such aspects of the U.S. economy as monetary policy, inflation, the tax structure, and the role of... View Details
          Keywords: Wealth and Poverty; Business and Government Relations; Leadership; Taxation; Government Administration; Government Legislation; Inflation and Deflation; Money; Economy; Economic Slowdown and Stagnation; Economic Growth; Equality and Inequality; United States
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          Nicholas, Tom, John Masko, and Matthew G. Preble. "Reaganomics: Impact and Legacy." Harvard Business School Case 819-007, April 2019. (Revised April 2020.)
          • Person Page

          Initiatives & Projects

          The Digital, Data, and Design (D^3) Institute at Harvard


           View Details
          • February 1997 (Revised March 1999)
          • Background Note

          Transition to a Market Economy: The Components of Reform

          Makes a positive case for three broad categories of economic reform--macroeconomic stabilization, microeconomic liberalization, and institutional reform. View Details
          Keywords: Development Economics; Microeconomics; Macroeconomics
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          Kennedy, Robert E., and Amy L Sandler. "Transition to a Market Economy: The Components of Reform." Harvard Business School Background Note 797-080, February 1997. (Revised March 1999.)

            Philippe van der Beck

            Philippe van der Beck is an Assistant Professor in the Finance Unit at Harvard Business School. He teaches the Finance I course in the MBA required curriculum. Philippe’s research interests are in empirical asset pricing, sustainable finance, and structural estimation.... View Details
            • November 2020
            • Case

            Guild Education: Unlocking Opportunity for America's Workforce

            By: William A. Sahlman, Michael D. Smith, Nicole Tempest Keller and Alpana Thapar
            Founded in 2015, Guild Education is an education marketplace that connects employers and universities to provide employees with ‘education as a benefit.’ The Denver-based company is transforming traditional tuition assistance programs by facilitating direct payment by... View Details
            Keywords: Education; Digital Platforms; Information Technology; Employees; Social Enterprise; Education Industry; Technology Industry; Colorado
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            Sahlman, William A., Michael D. Smith, Nicole Tempest Keller, and Alpana Thapar. "Guild Education: Unlocking Opportunity for America's Workforce." Harvard Business School Case 821-050, November 2020.
            • March 2016 (Revised August 2018)
            • Case

            JPMorgan Chase after the Financial Crisis: What Is the Optimal Scope of the Largest Bank in the U.S.?

            By: David Collis and Ashley Hartman
            When Jamie Dimon took over as CEO of JPMorgan Chase & Co. (JPMorgan Chase) in 2005, he reaffirmed the commitment to pursue a "universal bank" strategy—providing a full range of products and services to both retail and wholesale clients. Yet the merits of the universal... View Details
            Keywords: Scope; Regulatory Reforms; Universal Banking; Synergy; Optimization; Simplification; Finance; Strategy; Business Strategy; Financial Crisis; Consolidation; Corporate Strategy; Diversification; Governing Rules, Regulations, and Reforms; Banking Industry; Financial Services Industry
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            Collis, David, and Ashley Hartman. "JPMorgan Chase after the Financial Crisis: What Is the Optimal Scope of the Largest Bank in the U.S.?" Harvard Business School Case 716-448, March 2016. (Revised August 2018.)

              Robert S. Kaplan

              Robert S. Kaplan is Senior Fellow and Marvin Bower Professor of Leadership Development, Emeritus at the Harvard Business School. He joined the HBS faculty in 1984 after spending 16 years on the faculty of the business school at Carnegie-Mellon University, where he... View Details

              Keywords: health care; nonprofit industry
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