Training People to Deliver Service Excellence in British Airways

Before 1983 there was much criticism of the level of service at British Airways. Describes how British Airways has moved since then to the position of being able to call itself “The World’s Favourite Airline”. This took place by means of four staff programmes, “Putting People First”, “A Day in the Life”, “To be the Best” and “Winning for Customers”. The aim is ensure that quality permeates the organization in order to ensure the long‐term success of the company.