1. Southwest’s espoused values are clearly stated in their mission statement. 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. We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. 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. They also make it well known that ...view middle of the document...
The chief financial officer, Laura Wright has confirmed that absolutely no work gets done on the day of the Halloween skits. Also, she confirmed that no work is completed on a chili cook-off that’s hosted in April. Southwest believes a little fun translates into a lot of productivity.
Office hugging and kissing is encouraged in lieu of handshakes. Michael G. Van de Ven, a former accountant who is now an executive Vice President at Southwest, said his job interview with Mr. Kelleher in 1993 made an impression: “I stuck out my hand and he hugged me and he kissed me.”
Elaborate practical jokes are another norm during work hours. Before Gary Kelly was named chief executive in 2004, Tammy Romo, Southwest’s controller, created a fabricated secret admirer for him and started sending him notes and love poems. Tammy revealed the gag to Gary and he took the joke in stride. He soon retaliated by contributing heavily to a fund-raising contest in her name, meaning she was among the Southwest executives dropped, in front of workers, into a dunking tank.
Southwest has many observable artifacts. The company headquarters located in Dallas, Texas is decorated with photos, news clippings, and letters to form a family atmosphere as opposed to a business. It has the style of a college dormitory hallway, because virtually every inch of wall space is covered with framed photographs of workers, plaques and oddball advertisements. The message is cheap but fun. They send more than 75,000 greeting cards a year to customers, employees, and friends for events like birthdays, promotions, losses, babies, and anniversaries.
Southwest’s stock symbol is “LUV”. This symbol is used in many different ways by Gary Kelly. It appears on banners and posters at company facilities. It stands for treating individuals, employees, and customers, with dignity, respect, and a caring loving attitude. In several different speeches Gary Kelly mentions that "love is all around us," alluding to the LUV stock symbol. Southwest also paints designs on its airplanes. They painted one airplane to resemble a whale to promote their relationship with SeaWorld. They painted another airplane with Florida’s state seal to remind their customers they fly there.
Herb Kelleher was known for creating stories that influenced and guided behavior. Herb’s stories get repeated and retold and help to form the fabric of the southwest culture. Herb use to constantly fly on Southwest planes just to get the opinions of many customers. He once settled a legal matter by arm wrestling the other companies CEO. He won this arm wrestling match. These stories are unique and repeated regularly by the employees, which allow the company to keep its fun and original atmosphere.
A basic underlying assumption at Southwest is the excellent customer service that the employees generate. Southwest believes how the company behaves on the inside will find its way to the outside. The work conditions are so...