The case describes how Sir Roy Gardner became CEO of Centrica after its demerger from British Gas and turned the failing company around for it eventually to become a success. Roy Gardner replaced the old utility model they had inherited from British Gas and instead developed a business model where customer satisfaction and retention would be central
Notes
Originally published in Paroutis, S. (2016). Centrica: Strategizing in a multi-utility. In S. Paroutis, L. Heracleous, & D. Angwin (Ed.), Practicing strategy: Texts and cases (2nd ed., pp. 191-211). London, UK: SAGE Publications Ltd. ISBN: 9781473912854
