I happened on a remaindered copy of "Go" by Barbara Cassani last week and was impressed by the story. Key for me was Jane Willacy with proper project planning and an understanding of task dependencies ; a deliberate ploy of getting a team of different people who could complement each other in skills and personalities (not perhaps the clones who have the same psychometric profiles someone mentioned) ; a regular open review of the Opprtunities and Risk list with encouragement to raise worries and report successes..................
Yes Go was a wonderful success story of good management and good quality customer service just like GB Airways but unfortunately in each case they have been swallowed up by the more muscular corporate forces of Easyjet and faced with the inevitable the management of each company decided it was time to ride off in to the sunset with their piles of lovely lucre rather than settle for rather less financially and preserve the high quality product they had created (by selling to a higher quality operator who could not offer them quite as high a price). Unfortunately in business these days size and financial brawn seem to be far more important than offering top quality customer service and a top class product.
