USAirtours

Need

Charter worked across all levels of the company in various departments in a major change management project.

Action

This began with an in-depth review of the organisation structure, including realigning roles and responsibilities and helping the company with the results of a redundancy programme.

The project also involved developing and delivering a management development programme for all the managers in the Sales and administration departments and setting up an internal quality improvement team. Training was then provided to the internal sales team.


Benefit

The company decided to focus on the independent travel agent market and sell via a self employed field sales team and an in house tele account management process.