Cadernos INA N.º 16 - Changing Cultural Paradigms and Mind-set of Employees in the Public Sector: The TAP - Air Portugal Case Study

ABSTRACT | RESUMO

Changing of the attitudes is one of the most difficult and important issues in the Public Sector. The TAP Air Portugal Case Study describes the strategy selected by the management team of the Portuguese Airline Company to change the culture and the way of working of one of the most emblematic national public companies that, in a particular difficult external environment due to globalization and intense competition, managed to improve significantly their results.

A mudança de atitudes é um dos aspectos mais difíceis e importantes no Sector Público. O Caso TAP - Air Portugal descreve a estratégia utilizada pela equipa de Gestão desta transportadora portuguesa para alterar a cultura e a forma de trabalhar de uma das mais emblemáticas empresas públicas nacionais que, numa envolvente externo particularmente adverso, competitivo e globalizado, conseguiu melhorar significativamente os seus resultados.

Preface
Introduction
The TAP - Air Portugal Case Study
Introduction
History
The Recovery Plan
The new vision for the company
A good organization to work
A good organization to travel - the importance of the client to TAP
A good organization to invest - revenue management and cost control policy
The Fly Higher Program
Simpatia :)TAP (Friendliness)
Fale Connosco (Talk to us)
Mostrar Quern Somos (Show them who are we)
Apresentação Pessoal (Personal Presentation)
Desenvolvimento de Quadras (Personnel Development)
Other Management Initiatives
Revenue Management and Pricing
Design of the HUB in Lisbon
Future Challenges
References
List of Exhibits
Exhibit 1 : Newsletter of Voar Mais Alto Program
Exhibit 2 : Consolidated Balanced Sheets
Exhibit 3 : Consolidated Statement of Income
Exhibit 4 : Cash-Flows
Exhibit 5 : TAP comes back to profits
Exhibit 6 : A statue
Exhibit 7 : Signals of a "cabala" in TAP
Conclusions