Southwest Airlines
Southwest Airlines has had fewest customer complaints than any major airlines for more than 18 years in a row and has been profitable for more than 31 consecutive years in compared to other airlines that operate in the red zone year after year (D'Aurizio, 2008). They work really hard at keeping all operation cost down while still making their customers happy and coming back. At the same time they also work hard at keep employees happy and productive.
Southwest focuses on nine loyalty lessons:
1. Hire attitude - train skill: Which means they hire people with good attitude then work on their skills 2. Immerse everyone in the culture immediately: This means they pair up new employees with the long time employees: This way all knowledge is passed on as quickly as possible 3. Keep them learning: Southwest Airlines offers programs to allow employees to continue learning. 4. People give as good as they get: Southwest also works hard at team building exercises to make employees feel like a family 5. Find the kid in everyone: Let the employees have as much fun as possible but keep everything balanced which makes it a tough project (Miller, K). Southwest is known for its flight attendants' and pilots' kooky in-flight announcements and playful attitudes. Even the CEO has a sense of humor; his Halloween costume choices are based on customer responses to his blog, and he has dressed as a rock star, a pirate and a woman with a beehive hairdo (Calvert, Organizational Business Culture-). 6. Do more with less: Southwest Airlines uses only one type of plane, the 737 this limits not only parts needed but also training required since mechanics only have to work on one type of plain 7. Love them in tough times: Employees will receive not only organizational but also personal help in hard times which keeps loyalty up. 8. Do what is right: Educated leadership to admit mistakes then move on to fixing them.
Mianca White Behavior and Communication I chose to use Southwest Airlines organization, the culture of this organization is an informal culture with a strong culture background. Southwest Airlines has been in operation for about 44 years. They were established out of Dallas, Texas in 1971 but grew to become a major airline in 1989 when it succeeded the billion dollar mark. Striving to not be like other airlines with excellent Customer Service, over 45,000 employees worldwide to implement the great…
WS-2 Case Study Paper Southwest Airlines is a company that follows the concept of market segmentation at the highest level. The company was started as a low cost regional alternative to other airlines and has maintained that philosophy for over 40 years. The company has made it success based on the segments that comprise the segmentation areas. Southwest airlines began operations in 1971, with the company's initial service taking place between Dallas, Texas, Houston, Texas, and San Antonio…
in order to obtain/maintain a competitive advantage. The aviation industry, specifically Southwest Airlines, is a great example of the decision making process and its effects on the marketplace throughout the years. Southwest Airlines has made several organizational changes that have altered the concept of flying. Are these changes positive? This paper will provide a brief history of Southwest Airlines, including its production function, risk, uncertainty, and the impact that government regulations…
EXECUTIVE SUMMARY Southwest Airlines provides short haul, high frequency, point-to-point, low-fare services to and from 58 cities across the United States. The company is known for its low-cost fares and superior customer service in the airline industry. The company was started in 1971 with a motto still lived by today, "If you get your passengers to their destinations when they want to get there, on time, at the lowest possible fares, and make darn sure they have a good time doing it, people…
Southwest Airlines External Environment The external environment causes sustaining fierce business competition among different companies. The external environment of the Airline Industry can be subdivided into customer segments, competitor groups, route structures, and passenger service segments. Each plays an important part in the strategy of most airlines. As for customer segments, the two major categories of passengers are leisure travelers and business travelers. Leisure travelers tend…
Southwest is a passenger airline that provides scheduled air transportation in the United States and near-international markets. The Company serves approximately 100 destinations in over 40 states. On May 2, 2011, LUV acquired AirTran Holdings, the parent company of AirTran Airways (AAI), an increase of $ 3.75 per AAI cash, plus an additional $ 0.321 per AAI stock LUV. The deal is worth $ 1 billion, or $ 32 billion, including debt and operating leases. Market overview. U.S. airlines in 2013 data…
Southwest Airlines Problems, Issues, Challenges & Symptoms Southwest Airlines has faced many problems and challenges from the time they began in 1971. The two founders, Kelleher and King, thought they had hit the ground running once they had incorporated the company, raised initial capital, and filed for regulatory approval from the Texas Aeronautics Commission. Although, competition stepped in and argued the company’s case before the Texas Supreme Court. Braniff, Continental, and Trans Texas…
Brand Management Southwest airline realizes true encouragement begins just once you get to the centre of the customer of yours. The heart has long been core to Southwest. One could point to the point that commercial airline was created at Love Field in Dallas or even that the stock ticker symbol of it is actually NYSE:LUV. Southwest's way of life is traced to its founder. "Herb Kelleher motivated informality and also wanted staff members to have a great time at the jobs of theirs. Employees have…
growth of Southwest Airlines and how their operations have built an exemplary reputation on low cost reliable service. Over their tenure of 30 years in the airline industry, they have demonstrated 30 years of sustainable growth. The reason Southwest has remained financially viable is their commitment to point-to-point operations with an emphasis on quick turn around time. Southwest’s management faced many challenges due to the increase in security regulations post-9/11. Southwest was fortune…
Southwest Airline Analysis The goal of this paper is to explain the prominent success of Southwest Airline in the United States through a single case study analysis making use of the McKinsey’s 7-S framework. Developed in the early 1980s at the McKinsey & Company consulting firm by Tom Peters and Robert Waterman, this framework looks at 7 internal factors (Structure, Strategy, Systems, Style, Staff, Skills, Super-ordinate goals) which, according to its authors, need to be aligned for an organization…
