Swot Analysis Of Southwest Airlines

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Since 2003 Southwest Airlines has been the largest air carrier based on the number of passengers enplaned. The company currently boasts over 55,000 employees and serves more than 115 million passengers annually. With 687 planes, Southwest has ninety-nine domestic destinations as well as destinations in nine other countries (Southwest Media, 2017). Southwest Airlines lives by their mission and vision statements. The mission statement is “dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit.” Furthermore, the purpose and vision of Southwest is “to connect People to what’s important in their lives through friendly, reliable, and low-cost air travel” (About Southwest, n.d.). This airline goes above and beyond for its customers. For example, when a family was at the airport for the husband to be deployed, Southwest employees allowed the family to go through security with him, and then let the children board the plane before it took off, so they could give their dad one last hug (Southwest Airlines, 2013). Herb Kelleher, the co-founder and former CEO of Southwest Airlines, created the Southwest culture. He incorporated the core principles of management by planning the vision for the company and organizing jobs that allow the airline to meet its goals of exceptional customer service. He led by example and is quoted as saying “If you put your employees first, and you take care of them, then they will take good care of your customers, then your customers will come back…” In addition, when he asked his pilots to take a five-year pay freeze, he also took one (Gzfraud, 2010). Management within Southwest maintains control by utilizing strategic human resources which tie the company’s people into the mission. Employees strive to live up to the mission and vision of Southwest Airlines. According to the J.D. Power 2017 North American Airline Satisfaction Study, Southwest Airlines ranked #1 in its segment for customer satisfaction (J.D. Power, 2017). It is also on the Forbes list of America’s Best Employers for 2017 (America’s Best Employers, n.d.). To achieve this success, Southwest Airlines has implemented effective managers
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