Blog entry by Obidi Nwachukwu
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
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
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