Page 31 - CL How to Read a Case Study
P. 31
Teaching Note Paragraph 2
He had to clean up the mess his predecessor's bribery scandal had left.
Negotiations with the flight attendants' union had broken down. And five
years after a merger with Continental, United still felt like two airlines.
Scandal and dealing with its fallout
Munoz has to deal with a legacy of
scandal which impacts on the integrity of
the company and its brand.
Negotiation failure speaks to an
unhappy workforce and one moreover at
the company/customer interface.
A hard task on his hands – turning a
company around, integrating its two
halfs, addressing the cultural problems
