Entity Dossier
Organization
UK’s Civil Aviation Authority
Strategic Concepts & Mechanics
Identity & CultureMirror Time as Character DevelopmentOperating PrincipleChurchill Preparation Standard for CommunicationOperating PrincipleNotebook Capture as Leadership DisciplineStrategic PatternCompany Maturation as Child-RearingSignature MoveListen to Everyone Not Just ExpertsSignature MoveFirst to Know First to Handle Problem ResolutionDecision FrameworkData as Excuse-Making AmmunitionCornerstone MoveCustomer Experience Over Industry NormsOperating PrincipleForgiveness Over Permission CultureSignature MoveSerious Fun as Non-Negotiable CultureSignature MoveSenior Leadership in Customer DetailsSignature MoveBottled Emotions Public Grace Under FireCornerstone MoveScrew It Let's Do It Market Entry
Primary Evidence
"Michael O’Leary, CEO of the Irish airline Ryanair, once described his ideal customer as ‘someone with a pulse and a credit card’ and in the same ‘Lunch with the Financial Times’ interview referred to the British Airports Authority as the ‘Evil Empire’ and the UK’s Civil Aviation Authority as a bunch of ‘cretins and twerps’. While nobody can question Ryanair’s incredible financial success (last time I checked the low-cost carrier had built a market cap of over $13 billion), being voted Europe’s ‘least liked’ airline by TripAdvisor subscribers is something that would not sit well with me no matter how good the bottom line looks."
Source:The Virgin Way