Southwest Airlines

People – One of the many things good about Southwest Airlines is that the kinds of people who are heroes of the organization are people who care and go out of their way to help the customers. They’re the ones who are celebrated and held up as shining examples. Additionally, high levels of satisfaction among employees can be attributed to Southwest employee policy. Happy employees can provide high quality service and bring more customers back. To reinforce the culture of hard work, high-energy, fun, local autonomy, and creativity, the company provided continuous education program to employees. If you can help someone out or brighten someone’s day, be it a co-worker or a passenger, you’re doing your job well.

The target demographic for Southwest is very broad. The fact the airline has a brand that appeals to price-conscious travelers who do not mind the airline’s no-frills philosophy means it attracts lots of small business owners, young adults, middle-class families, and those who are traveling a short distance. Southwest operates a simplified airline to keep costs down. It only operates one type of aircraft, and its no-frills plan includes no assigned seats or class seating, no meals, and no onboard movies. The company has a strong emphasis on customer service and a differentiation strategy to keep customers happy and loyal. When hiring for customer service positions within the organization, Southwest focuses on attitudes rather than skills and encourages peer hiring. This strategy helps the company identify those who fit the organizational culture and who are most likely to further the company’s philosophy of

Over 35 years ago, Rollin King and Herb Kelleher decided to create a different type of airline. They began with the simple notion: If you get your passengers to their destinations when they want to get there, on time and at the lowest possible fares, and make darn sure they have a good time doing it, people will fly your airline. They were right (Southwest Airlines, 2004)!

Servant leadership, as it applies to the modern world, is a concept that Robert Greenleaf defined in his influential 1970 essay, The Servant as Leader. Greenleaf’s essay explains that servant leadership is an amalgam of concrete leadership styles and “fragments of data” that came to him through “intuitive insight” (1970). Having worked at AT&T from 1926-1964, he accumulated a number of leadership qualities throughout his professional career. After retirement he began teaching at Harvard Business School, but became distressed by younger generations and their rebellious attitudes. After careful consideration, he decided institutions were doing a poor job of serving, so they were doing a poor job of leading. His

Today Southwest Airlines is the biggest domestic passenger carrier in the United States of America operating more than 3,400 flights a day. They provide service to 93 cities and 5 countries internationally. Last year Southwest Airlines, “Enplaned approximately 136 million Customers (About Southwest). The airline has grown since it’s first years flying out of Love Field in Dallas, Texas. In the beginning, Southwest provided flight service to only three Texas cities in 1971. One of Southwest Airlines’ early advertisements was a double page ad that ran in Dallas newspapers during May announcing their first flight on June 18, 1971 (Lusk). This advertisement introducing a new airline would soon revolutionize the airline industry and create the new category, of low cost carrier, to the world.

Southwest Airlines is dedicated to incorporating all servant leadership principles throughout their organization. Accordingly, their mission statement is clear and concise it evidently exemplifies all principles and acknowledges a servant-led organization. Their mission statement embraces their commitment to serve the highest quality of customer service through a sense of warmth, friendliness, individual pride, and company spirit (Southwest, 2014). Therefore, through Southwest’s’ mission statement it makes it explicitly apparent that they seek to listen and commit to the growth of their people. Southwest empathizes with their employees because they are dedicated to providing

Finally, this paper will address how the practice of servant leadership would affect everyone from the lowest enlisted men to the most senior flag officer and everyone else in-between. Leadership goes well beyond the following definition: “Leadership is the art of influencing and directing people in such a way as to obtain their willing obedience, confidence, respect and cooperation.” In fact, when it comes right down to it, “there are no quick and easy answers to becoming an effective and efficient leader.” Leadership is difficult and enduring work. It is a lifelong process of building and molding not only your skills but also the skills of your subordinates. In a society of instant gratification, we look for the quick fix. Yet the problem is the quick fix or plug and play solution, rarely serves the long-term goals of an organization.

Southwest Airlines is globalizing their company in order to reach a bigger market, and become competition for other companies. Southwest Airlines has already conquered the domestic market beating American Airlines, United, and Delta according to Fortune. Access to a new market is what motivated Southwest to globalize, they are expanding to the south of North America, with their new assets found in their acquired airline AirTran Airways (LeBeau, 4) . Southwest Airlines has brought low rates and a great experience to the domestic market, which was warmly received, they now plan to dip into global market to bring better service to all.

Colleen Barrett is one of the most influential women in the world of business and her efforts have paved the way for future female executives. According to Dierendonck and Patterson (2010), “For five years in a row, SWA is the only airline to win the Triple Crown, ranked first in most on-time flights, least lost baggage, and fewest Customer complaints”(p 135). Colleen Barrett is a rare example of a leader that rose from the ranks of an organization to the highest position of the company while never receiving a formal education in business management (Southwest Airlines ' Colleen Barrett on 'Servant Leadership, 2008). Her greatest achievement while at SWA was completely changing the leadership style and atmosphere of the organization. According to Dierendonck and Patterson (2010), her remodeling of the organization has kept SWA the leader in their industry by “setting and achieving incredible records of performance”(p 135). Leaders at SWA still practice her servant leadership style of managing employees even after she left the organization (Dierendonck & Patterson, 2010). Before a leader can achieve greatness they have to overcome challenges in their career fields.

How has SWA (a) responded to the “Shuttle By United” initiative (half page 5 points); and (b) what assessments can be made about SWA’s market and financial position on competitive routes based on 1994 4th quarter results (half page 5 points)?

Southwest Airlines' strong organizational culture is reflected in its mission statement "dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit" (Southwest, 2012). Southwest serves not only as a prime example of a company that excels in customer service and profitability, but as one that has utilized employee development as a means to meet these ends. Southwest makes a strong commitment to foster ongoing relationships with human resources. They demand that their employees are responsible members, however

Being a servant leader empowers others to become better people. Without such leadership, Kelleher’s employees would feel as if they do not matter, but in reality they are the most important assets to the airline company.

When on vacation, the first people you deal with are the airline companies, yes this is the dreaded trip to the airport. Way to often people have their happy vacations ruined by inconsistent and unreliable customer service, making them late for flights because of long lines, slow service, and unreliable technology that is difficult to use. However, Southwest airlines is one company that is standing out above all others. Known for their outstanding customer service and “Bags Fly Free” campaign, Southwest has held their ground against rising prices in airline travel and continued to expand its reaches while at the same time attracting many satisfied customers. Southwest Airlines was founded on June 18, 1971 by Rollen King and Herb Kellener. The very same year, Southwest began its flights servicing Dallas, Houston, and San Antonio. Southwest quickly climbed the ranks within airline the industry and became the fifth largest US air carrier by 1998, carrying an average of 50 million passengers a year across the United States. From then on, Southwest soared above the rest of the mid-range air carriers, and continues to do so to this day. Southwest quickly became known for its innovation when it comes to customer service and satisfaction, and it is still well known today for its simple and convenient customer service. Southwest has also been deeply involved when it comes to their social responsibilities, taking action to be ecofriendly whenever, and wherever possible. (Avstop)

Engaging the target market: Southwest Airlines attracts both budget-conscious customers and those who are looking to have an interesting travel experience. Oftentimes, these two targets overlap as one market. The flight crews are supposed to display a “Warrior Spirit, a Servant’s Heart, and a Fun-LUVing attitude,” which is intended to engage the flight crew with the

Southwest has a great reputation of treating their passengers like family, often telling jokes and word games during the flights. Southwest also treats their employees very well, offering a wide range of perks and benefits. Southwest employees are routinely the highest paid in the industry.