We have all heard the phrase, time is money, and for the airline industry this is literally true. Herb Kelleher knew that corporate management needed to be as unobtrusive as possible to allow for the quick turning of planes at the gate. He also realized that an open climate of communication, and decentralized day to day decision making, would motivate employees towards a shared goal of accomplishing this task. Employees viewed themselves as part of the team and by working together they would ultimately produce greater customer satisfaction and loyalty. At Southwest, employees experienced a high degree of work motivation, satisfaction, and performance as defined in McGregor’s theory Y. Employees at SWA were able to perform a variety of skills, and had a degree of au...
... middle of paper ...
...s a Cooperative Extension agent, I am required to wear many hats throughout the course of the day. One minute requires expertise in family and consumer science subject matter, the next diplomacy with co-workers or administration. But just like Southwest, customer service is at the core of what I do. And as such, Extension has a strong commitment to the community we serve and the staff we work with. Many time Extensions staff can be heard referring to each other at the Extension family. Our culture, while not as quite as cohesive as Southwest, is based on many of the same principles and values.
Conrad, C., Freiberg, J. a. (1997). Nuts! southwest airlines' crazy recipe for business and personal success. new york: broadway books.
Poole, c. a. (2005). strategic organizational communications in a global economy. belmont ca: wadsworth cengage learning.
Need Writing Help?
Get feedback on grammar, clarity, concision and logic instantly.Check your paper »
- Southwest airlines began in 1967 as Air Southwest Co. Based in Dallas. They began serving three major cities in Texas, with only three Boeing 737 aircrafts. March 29th, 1971 Air Southwest Co. changed its name to Southwest Airlines Co. The company began service on June 18, 1971 from Love Field in Dallas to Houston and San Antonio. Founders Rollin King and Herb Kelleher were inspired by their location to create an airline that was focused on the people. The LUV airline prides itself with exceptional employees and “no frill” customer service.... [tags: Southwest Airlines Analysis]
2810 words (8 pages)
- More than 32 years ago, Rollin King and Herb Kelleher got together and decided to start a different kind of airline. They began with one simple notion: 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 will fly your airline. And you know what. They were right. What began as a small Texas airline has grown to become one of the largest airlines in America. Today, Southwest Airlines flies more than 65 million passengers a year to 59 great cities (60 airports) all across the country, and they do it more than 2,800 times a day.... [tags: Voices of Southwest Airlines]
1181 words (3.4 pages)
- Southwest Airlines’ Sustainability and Future “The mission of Southwest Airlines is dedication to the highest quality of customer service delivered with a sense of warmth, friendliness, individual pride, and company spirit (Southwest Airlines, 2009).” Since its conception in 1971 by founders Rollin King and Herb Kelleher, Southwest Airlines has stood by their mission statement. The simplistic belief of "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 will fly your airline (Southwest Airlines, 2009)” has served Southwest in becoming a major competitor in the airlin... [tags: Southwest Airline Industry Case Study]
2038 words (5.8 pages)
- The History of Southwest Airlines Southwest Airlines (SWA) begins in June 18, 1971, when SWA first operated a first airline consul between Houston, Dallas and San Antonio. Rollin King and Herb Kelleher are the founders of the company. The end of 1971 SWA immediately began to expand. In 1972 all Houston service is transferred to Houston's Hobby Airport form Houston Intercontinental, that is make more convenient for people to fly. During the first year of operations the customers were the Southwest's first priority.... [tags: Southwest Airlines Aviation Airplanes Essays]
3808 words (10.9 pages)
- Air transport is a global industry and as such every airline is a likely challenger for every other. It is contrary to expectation that any airline will be able to contest on a large scale without being associated to other carriers. Traffic feed is the industry's lifeblood and stand-alone carriers will be labored to carry low-revenue point-to-point traffic when front with airlines able to offer manifold route alliances. Southwest Airlines is a major carrier to the USA accounting for about 85% of its airfreight tonnage, but it also operates scheduled services to South Africa, Japan and Hong Kong.... [tags: air transport, aviation, airlines]
807 words (2.3 pages)
- Introduction Air travel began in the early 1900s and scheduled flights started in the 1920s (Harris). In the early years, the airline industry competition was nonexistent. The competitive environment changed dramatically over the course of the last century specifically when the industry underwent regulation and then deregulation. The future success of the airline industry depends on the ability to adapt with rapidly changing industry environmental factors. Southwest Airlines business opened for operations in 1971, after Rollin King and Herb Kelleher raised enough capital to finance their plan.... [tags: Airfare, Travel, Business]
1294 words (3.7 pages)
- Introduction Consumers have many choices when air travel is required. Therefore, to be the consumer’s first choice, a company must do everything in their power to gain customer loyalty. Southwest Airlines is a leader in creating customer loyalty, progressing to creating customer evangelists. The four leading factors in creating this customer loyalty are durability, affordability, customer relations, and corporate citizenship. The first two, durability and affordability, speaks to the economic concerns of the consumer, while customer relations and corporate citizenship speaks to the psychology or experience of the consumer.... [tags: Southwest Airlines, Airline Industry]
670 words (1.9 pages)
- Southwest Airlines strategy of focusing on short haul passenger and providing rates as low as one third of their competitors, they have seen tremendous growth in the last decade. Market share for top city pairs on Southwest's schedule has reached 80% to 85%. Maintaining the largest fleet of 737's in the world and utilizing point-to-point versus the hub-and-spoke method of connection philosophy allowed Southwest to provide their service to more people at a lower cost. By putting the employee first, Southwest has found the key to success in the airline business.... [tags: Business Model Strategy Analysis]
930 words (2.7 pages)
- According to their main website, their mission statement is, “The mission of Southwest Airlines is dedication to the highest quality of customer service delivered with a sense of warmth, friendliness, individual pride, and company spirit.” This reveals Southwest’s true mission: To please their customers. For their loyal customers, Southwest offers a “Rapid Rewards” program which gives the customers free tickets based on the number of times they fly with Southwest. Customers who make 8 round trips or 16 one-way trips receive a free ticket.... [tags: essays research papers]
714 words (2 pages)
- Southwest Airlines Executive Summary Southwest Airlines is currently the fourth largest airline in the United States. It flies over 64 million passengers a year, which makes 2,700 passengers a day, traveling to 58 cities. Southwest is the only major carrier to remain profitable in every quarter since 9/11, opposed to many other companies who have declared bankruptcy. It is an influential company that has greatly contributed to the development of the commercial airline industry. This industry has grown at an average rate of 5% over the past 20 years.... [tags: Essays Papers]
1908 words (5.5 pages)