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PY and the Dome - TN


Economics, Management Science and Operations

Authors / Editors

Voss C A;Pullman, M


Publication Year



PY Gerbeau's first reaction to what he found when he arrived to take over as chief executive of the Millennium Dome in London was whether he should take the next Eurostar train to Paris. The press described his task as "mission impossible." This case study focuses on whether an organisation in operational, organisational, marketing and political crisis can be transformed. The case describes what he found on arrival and challenges the students to develop plans for both short term and longer term actions needed to manage the changes and effect a transformation. Video material is available to support the case study.

Topic List

Service Operations, Service Management, Entertainment, Theme Parks, Change Management, Experience Economy, Leisure Industry, Crisis Management


Theme Parks

Publication Event Date


LBS Case Number



London, UK

Project Funder

AXA Prize

Available on ECCH


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