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"A big, blustery, no-nonsense executive, Mr. Bethune has the timing of a stand-up comic.
But in between the jokes, what he
has to say is pretty serious, and Continental's competitors would do well to take it to heart.
The New York Times
In the airline industry, few names inspire as much awe, admiration, and accolades as Gordon Bethune
At Continental Airlines
spearheaded one of the most dramatic corporate turnarounds in United States history.
When he joined the troubled carrier as president and COO in 1994, Continental consistently ranked last in every measurable performance metric, including on-time performance, customer complaints, and mishandled baggage.
He became CEO nine moths later and was elected chairman of the board of directors in 1996.
When he finished working his magic at Continental, the airline stood at the top of the heap, ranked by Fortune magazine as the No. 1 "Most Admired Global Airline.
retired in 2004.
speaks from a lifetime of experience and success in one of the world's most complex businesses.
Gordon Bethune chronicles his experience coming to work for Continental Airlines, a major carrier that consistently ranked last in every measurable airline performance metric, and bringing the failing carrier to the top of the airline industry.
Happy Employees Equals Happy Customers: Creating a Great Place to Work.
talks about how to motivate a workforce to go above and beyond the call of duty and create an environment where people actually like coming to work--the keys to having satisfied customers.
Managing a Complex Operation: Keep it Simple!
explains how to operate a successful airline, arguably the most complex business in the world, by sticking to the fundamentals of a simple business plan, treating employees with dignity and respect, and giving customers what they want and will pay for.