Monday, 16 March 2009

Continental Airlines - Iconic Actions

Gordon Bethune, CEO of Continental Airlines from 1994 until 2004.

- Concerned that customer-service employees were micromanaging customers by relying too heavily on a very thick instruction manual, he set fire to a stack of manuals in the parking lot.
- After he offered each employee a $65 bonus every month that Continental placed among the top five for on-time departures, Continental jumped to fourth the subsequent month and first thereafter.

(probably quoting from Bethune's book From First to Worst)

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