Southwest Airlines, case study

1. What are the SWA mission, vision and goals? Are they well defined?

         south-west Airlines is dedicated to the highest quality of Customer Service delivered with a soul of warmth, friendliness, individual pride, and Company Spirit. As stated from their web site. sou-west Airlines (SWA) began June 18, 1971; SWA first-year operated its first routes between Houston, D exclusivelyas and San Antonio. Rollin King and Herb Kelleher founded the fellowship, in that location goal was to create an environment of care, commitment and unparallel return to customers and employees alike. At the end of 1971 SWA immediately began to expand. In 1972 all Houston value was transferred to Houstons Hobby Airport form Houston Intercontinental, this route made it more than convenient for people to fly. During the first year of operation the customers were the Southwests first priority. They also show a true commitment to their employees - By providing a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are boost for improving the effectiveness of Southwest Airlines.

2. What management theory, in your opinion, does SWA copy?

        Due to SWA culture and the nurturing of their CEO Herb Kelleher; SWA management serves the company best using a participative leadership style. SWA places great fury on productivity and customer service. To be successful they must(prenominal) have buy in of this concept by all employees.



Kelleher stated that Southwests biggest competitive advantage is its culture, which positively affects customers and employees. Southwest airlines expects feedback from inwardly its ranks, this concept eliminates the bureaucracy and paperwork normally coupled with large organizations. Kelleher states, I dont think Im the primary motivator. I give people endorse to be themselves and motivate others in that way. Southwest employees not barely feel comfortable about talking to management about improvements, theyre encouraged to.

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