Culture Within Organizations: Southwest Airlines

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A culture is a set of values that are adopted by people who co-habit any place. It consists of shared traits and lifestyles. Within an organization, culture refers to values and norms that are prevalent throughout the workplace and amongst the employees. This includes their mannerisms, attitudes, and work ethic. Culture within an organization exerts control over the behavior of people. Growth and success of a company depends largely on the type of culture which is prevalent within an organization.
Many different types of culture exist in businesses today. Certain cultures encourage employees to work and grow together as a family—thereby creating unity. Others may place emphasis on higher ranking employees, which leaves those at the
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Their happy workforce creates maximum productivity—willingly. Trust and respect between the workers and management is an integral part of the company’s success.
SWA has exemplified that culture starts from within. Passion shown on the inside will reflect outwards and customers will see it. SWA has been able to do this consistently. Customers see the passion exerted by SWA employees and it makes them want to travel with them. The uplifting, spirited personalities of employees keep customers coming back for more. This can be seen in the fact that SWA has consecutively recorded profits for the last 40 years ( The positive attitudes exerted by SWA employees are contagious and trickle down to its customers. As reported on the company website, “Southwest Airlines has consistently received the lowest ratio of complaints per passengers boarded of all Major U.S. carriers that have been reporting statistics to the Department of Transportation since September 1987.”
The spirit that exists throughout SWA empowers its employees to believe in themselves, the service they are providing, the business as a whole, and the customers that they serve. The unique culture keeps employee morale high. All employees, including flight attendants, customer service reps, and baggage handlers, are encouraged to take whatever action they deem necessary to meet customer needs or help fellow workers (Milliman). This has led to both employee and customer
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