Leading Blog

AUGUST 8, 2011

For example: Emphasize One Goal – Gordon Bethune, CEO of Continental Airlines, recognized that his customers valued on-time performance. Simon Cooper, president and CEO of Ritz-Carlton, calls this “scriptless service”. He set this as the measure of success for the company.

Leadership 282

Leadership Simon Cooper Gordon 282

Harvard Business Review

AUGUST 7, 2018

Take the example of a dairy cooperative I worked with recently. It can even involve immersing yourself in the stakeholder experience by going through it, e.g. the senior executives of an airline might travel at the back of the plane to get a feel for what economy passengers experience. The trick is to identify stakeholder roles.

Strategic Planning 15

Strategic Planning Planning Document Airlines 15

Harvard Business Review

OCTOBER 21, 2014

Instead of institution-based siloes and command-and-control, Ebola demands the collective problem-solving and action of a virtual community — and the mobilization of an entire ecosystem of diverse players. The struggle of the old management model is playing out before our very eyes. That’s important. For that, we need a community.

Crisis 8

Crisis Crisis Management Uncertainty Airlines 8

Coaching Tip

JANUARY 27, 2011

His rise to glory with Virgin Airlines was seen as a direct result of his "take no prisoners" personal aggressiveness. GE is known for its diversity and ability to function competitively in many markets. Here, diversity in the decision-making fits the terrain. Virgin Group. Take a clear rock star - Richard Branson. GE and HCL.

Succession 113

Succession Welch Leadership Diversity 113