The British Airways Swipe Card Debacle
1. With reference to John Kotter's eight-stage model of change, what mistakes did BA make in this instance, and what aspects of the change management process did they handle well?
2. How can the union's response to the introduction of swipe cards for check-in staff be explained from a processual perspective? If those who were managing this change had adopted a processual perspective, what particular issues would have appeared to be more important, and how would they have addressed those issues?
In your judgement, is there any one change management approach, or combination of approaches, that provides the best understanding of the swipe card debacle? Why?