Essay PreviewMore ↓
A company hoping to instill a goal or direction should begin with a sound and well rounded statement of the company vision. The mission statement helps reinforce the goals, desires and foresight of the company and Southwest is no exception. Since its inception 32 years ago, its goal was to assure prompt flights at the lowest possible fares while assuring the customer had a wonderful experience in the interim. Since that time, Southwest has remained on that course and included their formalized mission statement that is "dedicated to the highest quality of customer service with a sense of warmth, friendliness, individual pride and company spirit" (http://www.southwestairlines.com).
The organization has a clear focus on its market with respect to knowledge management. It has implemented its statement in order to secure and retain its market share.
At Southwest, the employee is the greatest asset of the company. The employee is above that of the customer. A common tune in the company is "customers come second... and still get great service"(Czaplewski, Ferguson & Millima, 2001, p. 2). This statement speaks for itself, in fact, Southwest encourages personality openness among its workforce in the form of communication, ideas and opinions. It accomplishes this by investing heavily in training as a continuous process during an employee's course of employment. Employees are cross-trained on numerous positions to enhance the work experience and for purposes of flexibility when needed. The training also includes ongoing preparation to improve work skills to enforce work ethic. The company rewards its staff through financial, promotion and non-financial rewards (Czaplewski, et al., 2001, p. 3).
Southwest's successful work environment is practical, it heavily screens its applicants and only hires those that foster the most outgoing and friendly personality and flexibility.
How to Cite this Page
"Southwest Airlines Corp. Culture." 123HelpMe.com. 16 Aug 2018
Need Writing Help?
Get feedback on grammar, clarity, concision and logic instantly.Check your paper »
- Motivation, Ethics, and Conflict Management Southwest Airlines has come a long way since its start in 1971 with only about 30 employees. Southwest now employs over 30,000 employees. The company has put customers first from the very beginning and many believe that this is the reason for Southwest's great success. To entice customer loyalty, Southwest was the first airline company to begin a frequent flyer program to reward customers for the amount of miles flown. Since starting this program, many other airlines have followed suit.... [tags: Southwest Airlines Business Organization Analysis]
1790 words (5.1 pages)
- 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)
- 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)
- 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)
- 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)
- 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)
- Abstract The seventh largest major domestic airline in the United States (US), Southwest Airlines, is commonly known or referred to as a low-cost carrier. Southwest Airlines is the only major airline that provides short-haul, point-to-point service in the United States. In fact it was the first airline of its type ever started; it has become the archetypical low-cost airline. The idea has proven itself so well, that other start-up airlines have based their company strategies upon the basics of Southwest.... [tags: Aviation Southwest Airlines Flying Essays]
3920 words (11.2 pages)
- Assessing Corporate Cultures of Southwest Airlines Team A has chosen to evaluate and assess the cultural atmosphere generated within Southwest Airlines (SWA). The airline started its operation in 1971 by the co-founders, Rollin King and Herb Kelleher, in the humble city of Houston, Texas. SWA was to be an airline that provided shuttle service between the cities of Houston, San Antonio, and Dallas, Texas.... [tags: Corporate Culture Business Analysis]
2137 words (6.1 pages)
- Environmental Analysis: Southwest Airlines Southwest Airlines is one of the most successful airlines in the United States. There has never been layoffs or strikes in the history of the company, although there were several times when layoffs could have been justified, including the months following the September 11, 2001 terrorist attacks. However, Southwest's Mission statement says “Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.” (Southwest, 1988).... [tags: Business Analysis Airline]
1325 words (3.8 pages)
- What is corporate culture. At its most basic, it's described as the personality of an organization, or simply as "how things are done around here." It guides how employees think, act, and feel. Corporate culture is a broad term used to define the unique personality or character of a particular company or organization, and includes such elements as core values and beliefs, corporate ethics, and rules of behavior. Some companies have a strong and extremely evident corporate culture; one example of this is Southwestern Airlines.... [tags: SouthWest Airlines]
1521 words (4.3 pages)
From its inception in 1972, Rollin King and Herb Kelleher had a simple tune to the environment of the airline. It was to assure passengers their desired destination in a timely manner at the lowest possible price and assure that they had a wonderful time in the process (http://www.southwestairlines.com).
The airline has an implicit motto. It has always exercised the importance of their workforce as the most essential tool and asset of the company. It is apparent in their infrastructure of training, hiring and personal attention of the employees of the company. The statements and behavior of the company help to reinforce the value that an employee may feel while employed with the company. The behavior, in turn, reciprocates to exceptional customer service, low turnover rate, and delivers positive reinforcement of value and service to its customer base. So in essence, Southwest has effectively implemented the use of organizational culture in terms of value and beliefs by pressing a dominant culture of primary value to its workforce.
Southwest has always placed little emphasis on formal organizational company structure. It has instead emphasized on cooperative labor and management relations. One of the ways this has been manifested is through rigorous and emphatic training of its personnel. For instance, after the 9/11 incident, there were numerous airlines that slashed budgets from every level of operation, including advertising and training, however, that was no option for Southwest, instead, they invested heavily in new training and advertising as a result of this major setback. Southwest's position was that advertising helped to advise their clients of their continued presence and the training helped to retain staff and update their skills. In addition, training has been conducted in an interactive method instead of a lecture. This helped to foster creativity, involvement and interaction (Taylor, Chris, 2003, p. 3-4). Southwest's organizational culture is evident by observing its artifacts, the evident character and signs of the companies culture: effective and outstanding customer service.
Gabby Part 5 & 6
Southwest tradition of celebrating holidays and other special events is legendary. "Southwest likes to be the hometown airline in each of its market" (Southwest Airlines - The Hometown Airline, 2003. Retrieved March 22, 2005 from www.southwest.com), therefore, it strongly encourages its employees to participate in local community events. For example, this year marks the 18th anniversary of the participation in Annual Chicago St. Patrick's Day Parade. Southwest also celebrates Hispanic Heritage Month annually. In addition, the airline sponsors community events, exhibits, and concerts. Several examples are the company Chili Cook-off events, holiday celebrations, deck parties and golf tournaments for all employees and their family members. Besides serving employees and the community, Southwest constantly finds other ways to reach out to its customers. One of those programs is the "Home for the holiday" event, that is conducted annually that allows more than 1,000 senior citizens an opportunity to travel, who otherwise could not afford the travel to visit their loved ones. (Southwest Airlines - The Hometown Airline, 2003. Retrieved March 22, 2005 from www.southwest.com
Leaders' processes and outcome of measure and control
Leaders at Southwest are always striving to find ways to provide low fares for its passengers and other amenities. One example is Southwest's process of upgrading leather seating on all of its airplanes. The outcome result will be the largest carrier with leather seating on all aircraft. With focus on the customer, leaders are able to control and measure the increase in customer satisfaction that have resulted in numerous awards over the years, such as Best On-time Record, Best Baggage Handling, and Fewest Customer Complaint, and many more. (New All-Leather Interiors near Completion, 2004. Retrieved March 22, 2005 from www.southwest.com)
Leaders react to critical crises
During the economic recession of 9/11, few companies managed to come through unscathed, yet Southwest managed to come out of the recession triumphantly. Leaders reacted by having a cost-saving strategy with slowed capital spending as well as a consistent management style (Taylor, 2003). Management has proven the ability to swing into action with a series of sharp fiscal moves. Under all critical incidents, leaders always act accordingly with Herb Kelleher's mantra that states, "In good times, manage as though bad times are just around the corner because they're sure to come" (Taylor, 2003). Leaders are strongly emphasize on employee training with the spirit of hard work. This, in turn, encourages employees the desire to work more diligently for the company (Corridore, 2003).
Gabby Part 9
Organizational systems and procedures
Southwest has an open system of employment policy and offers everyone the opportunity to contribute to the company. This open door policy demonstrates to employees they are welcomed and supported. Southwest has a sincere concern for its staff well being and it reinforces the importance of learning as well as encouraging dialogue of ideas. Southwest considers its employees as the most valuable asset of the company and an essential element for growth of the airline (Corridore, 2003). Southwest also adheres to a simple and well-planned procedure by providing passengers adequate timely flight service at the most reasonable cost and assure enjoyment during the process (Taylor, 2003).
Organizational goals and criteria of employees
The guiding principle at Southwest is that every employee is a leader at Southwest. As a result, this effective standard has contributed to its competitive advantage. "Southwest hires only a small percentage of job applicants because it's serious about only taking people who like to serve other people and who are committed to working in teams" (Ellet, 2002). Southwest only hires and promotes honest and willing employees. It places a trust in employees to do the right thing for the company's customers. Southwest is also passionate about learning. It has an entire department of 30 people called the "University of People" whose primary mission is to provide learning and development opportunity for employees with the skills and knowledge to practice the kind of leadership that Southwest expects. Southwest vets candidates thoroughly in order to assure excellent training. One of the many common statements at Southwest is "If you serve employees well, they'll serve customers well" (Ellet, 2003).
Corridore, Jim. (2003). Southwest: A Bird of a Different Feather. Postgraduate Medicine,
Czaplewski, Andrew J., Ferguson, Jeffrey M., Milliman, John F. (2001). Southwest Airlines:
How Internal Marketing Pilots Success. Marketing Management; Sep/Oct2001, Vol. 10 Issue
Ellet, Bill. (March 2002). Media Review, 56(3)
New All-Leather Interiors near Completion (2004). Retrieved March 22, 2005 from
Southwest Airlines-A brief history (2005). Retrieved March 22, 2005, from
Southwest Airlines - The Hometown Airline (2004). Retrieved March 22, 2005 from
Taylor, Chris. (2003). Recession Survivors: Training to the Rescue. T & D; Oct2003, Vol. 57,
Issue 10, p28.