Blog entry by Obidi Nwachukwu

Anyone in the world

 "Your people come first, and if you treat them right, they'll treat the customers right. The essential difference in service is not machines or 'things.' The essential difference is minds, hearts, spirits, and souls." Herb Kelleher (Founder Southwest Airline)

 Southwest Airlines Co. is a major American airline headquartered in Dallas Texas and is the world's largest low-cost carrier. The airline was established on March 15, 1967 by Herb Kelleher as Air Southwest Co. and adopted its current name, Southwest Airlines Co., in 1971, when it began operating as an intrastate airline wholly within the state of Texas, first flying between Dallas, Houston and San Antonio. The airline has more than 60,000 employees and operates about 4,000 departures a day during peak travel season.

 As of 2018, Southwest carried the most domestic passengers of any United States airline. The airline has scheduled services to 103 destinations in the United States and ten additional countries.

 Southwest Airline Promise

 Southwest will provide a stable work environment with equal opportunity for learning and personal growth. 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 Airline Basic Mission

-          Provide low cost flight

-          Provide safe, reliable and short duration air service

 Southwest Airline Philosophy

     Focus on fun – have good time and stay

    Shared goals, share knowledge, mutual respect

    Reward system

    Believe in integrity

    Importance of quickness – they believe in faster turnaround time

  How far has Mission and Philosophy influenced the culture?

    Staff loyalty and efficiency

    Creates a caring culture – for staff and customers

    Staff are not afraid to fail

 Major Culture – love, fun and efficiency

     Employee Focused culture

    Promote a close-knit supportive and enduring family life culture

    Informality in communication

    Shared knowledge – knowing/having the company’s overall picture/goal

  Implication of Southwest Airlines Culture to Its Business 



    large market share

    minimal union issues

    market capitalization

 Founder/CEO Leadership Style - Kelleher’s Leadership

 Kelleher’s leadership had

    Encouraged the family culture and the fun at work.

    They had a first name basis culture

    Building the confidence of staff – by not condemning them when they failed

    He lived his belief and led by example (pajamas on business class; Demonstrated affection

    Focused on employee when taking business decisions