Good morning, everyone. Our presentation focuses on the question that is what are the key policies, procedures, operating practices, and core values underlying Southwest’s efforts to implement and execute its low-cost/no frills strategy?
Today, my partner Liang Ting and I will do the presentation, and other 2 of our group members involved in searching the information and writing some related note. I will talk about the introduction and its key policies, procedures, operating practices;will talk about the core values and conclude the presentation.
Introduction: Southwest Airlines Co. (NYSE:LUV) is an American airline based in Dallas, Taxas. Southwest is the largest ...view middle of the document...
Southwest's core value
LUV was much more than the company's ticker symbol and a recurring theme in the Southwest's. It grew into Southwest's code word for treating individuals--follow employees and customers, and it would be respected as a caring, loving attitude. E.G. LUV and red heart appeared on the banners and posters at company facilities, for reminding the customers and employees about the expected compassion. The golden rule ( internally & externally ) Employees will be taking care if they suffer from the peer pressure elsewhere if they did not leave on their volition.
Throughout the company, fun appeared in the form of the generally entertaining behaviour of employees in performing their jobs. For example: Pranks & jokes; frequent company-sponsored & celebrations ( e.g. Southwest Shuffle ) Other special events of one kind or another at one location or another almost every week, like charity benefit games, chili cook-offs, Hollowness parties and so on. "We're kind of family here and family members have fun together."
Southwest executives believed that the company's growth was primarily a function of the rate at which it could hire and train people to fit into its culture, to mirror the Southwest Spirit, and Southwest Way.
CEO Gary Kelly said, "Some things at Southwest won't change. We will continue to expect our people to live what we describe as the 'Southwest-Way,' which is to have a Warrior Spirit, Servant's Heart, and Fun-Loving Attitude. Those three things have defined our culture for 36 years."
1.Southwest management’s strong conviction and operative principle that “employees come first and customers come second” has been applied in achieving high levels of customer satisfaction and high employee productivity. The importance of implementing that management’s belief which can be delivering superior service by required employees,it is not just a dull job for the employees but also knew as the company will concerned for their well-being and provide them with job security. Southwest’s thesis was simple: Keep employees happy—then they will keep customers happy.
2.Management’s beliefs that employees were the company’s most important asset were visibly symbolized by designating the personnel department and titling the head of the department as the vice president of people. E.g. The message Herb Kelleher penned in 1990 that was important telling:The people of Southwest Airlines are “the creators” of what we have become—and of what we will be.Our people transformed an idea into a legend. That legend will continue to grow by our people’s indomitable spirit, boundless energy, immense goodwill, and burning desire .Our thanks—and our love—to the people of Southwest Airlines for creating a amazing family and a wondrous airline.
3. The strength and depth of management’s commitment to deliver high quality customer service—as stated in the company’s mission statement : The mission of Southwest...