1. Introduction
2. Need for major changes
2.1 Privatization
2.2 Financial losses
2.3 Poor customer service
2.4 Stringent culture
2.5 Lack of initiatives
3. Changing the culture
3.1 Efforts to “Humanizing” the culture
3.2 Changing leadership style
4. Customer care initiatives
5. Changes to reduce costs
6. Changes in employee management
7. Changes in the hiera.....
