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Selected Case

published: 27 Jul 2015

  • Topic: Strategy
  • Industry: Air Transportation, Scheduled
  • Region: Global

This case examines the turnaround of Aeroflot, a former Soviet carrier, into one of Europe's leading airlines in customer service. It describes the period between 2009 and 2015, when a new CEO rescues the company from bankruptcy. Under his leadership, a new team of top managers successfully changes the culture of the organization to make it more consumer-focused.

Turnaround, Leadership, Customer Care, Value Innovation