Companies can no longer get away with telling staff to check in their brain in the morning and then proceed to tell them what to do,' says Norris For too long, Air New Zealand focused on flying planes, not people. His effort to refocus on customers is redefining the airline's leader- ship requirements as he replaces the former dictatorial leadership model with people power I want to see people being more adaptive and much greater discretion. The to get the right people into the right roles,' he says. "While many managers of so many organ- isations say the right things according to the theory, they behave completely differentl