Southwest Airlines strict adherence to its mission to provide the highest quality of customer service delivered with a sense of warmth, friendliness, individual pride, and company spirit is a key factor to the company’s success (About Southwest Airlines Co, 2013). The airlines ability to commit to employees to provide them with a stable work environment that ensures equal opportunity for learning and personal growth. Southwest prides itself on allowing all within the company to be creativity and innovative to help improve the effectiveness of Southwest Airlines.
The most important benefit, 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. Southwest uses an unorthodox leadership style created by Herb Kelleher. The basic idea is that the organization works like an upside down pyramid. The upper management is at the bottom and supports the front line employees, who are the experts. This strategy works for Southwest Airlines because management decisions are made by everyone in the organization, not just the head executives.
The company’s emphasis on creativity and innovation bodes well for a company that stresses free will over structure and titles (About Southwest Airlines Co, 2013). While Southwest Airlines offers the bare minimum in flight options, it does meet and exceed customer expectations when it comes to service. They base their model on the motto, which states that “if they’re happy, satisfied, dedicated, and energetic, they’ll take real good care of the customers. When the customers are happy, they come back. And that makes the shareholders happy,” (About Southwest Airlines Co, 2013).
Southwest Airlines have managed to keep a happy medium between labor unions and contract employees by maintain a healthy relationship with its employees. It is an added benefit to offer employees longer hours with more than just competitive pay. Southwest has had the ability to succeed because of the vision to realize and obtain its goals in business. The focus on bare essentials for flight is the catalyst for its low cost business model.
A low cost plane with short travel between major cities has equally allowed Southwest Airlines to focus on a specific type of consumer. The customer base for Southwest Airlines is largely the business class will take service or luxury when it comes to being efficient and cost effective. The ability to focus that theidea that customers, can be satisfied without having expensive options available for them, Southwest Airlines has successfully lured those consumers away from the bigger airlines. Combined with the influences of the internet, Southwest Airlines can continue to excel in the industry by bypassing travel agents and their fees ensuring to avoid any managerial derailments or failures.
About Southwest Airlines. (2011). Retrieved October 12, 2013, from Southwest Airlines: http://www.southwest.com/html/about-southwest/index.html
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