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All About Southwest

In: Business and Management

Submitted By juici88
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Integrating Culture and Diversity in Decision Making: The CEO and Organizational Culture Profile

Jalisa Williams

Dr. Erica Gamble

BUS 520

Leadership and Organizational Behavior

November 6, 2013

All about Southwest

Southwest Airlines (SWA) was founded by Rollin King and Herb Kelleher in 1967. Southwest got its start in Texas and has since become one of America’s most admired companies. The road of establishing Southwest was not an easy one. The company who first wanted to service within the state of Texas had to fight for 3 years against 3 other airlines in the area for rights. After a judgment by the Texas Supreme Court in 1970, Southwest was cleared to take the air. Southwest lives by their mission statement of its dedication to the highest quality of customer service to be delivered with a sense of warmth, friendliness, individual pride and company spirit (Southwest.com). With the idea of good customer service will make you money, Southwest Airlines is by far the most profitable airline even in this trying time.

Southwest’s Culture

Happy Employees=Happy Customers

At Southwest, they believe that a happy employee equal happy customers. They strive to make every customer experience a great one and by doing this they know the employees play a huge role in customer satisfaction. The core of their being consists of having a warrior spirit, leading with a servant’s heart and having a fun-luving attitude. These three components are what Southwest Airlines work hard daily to keep alive. In an interview, Southwest chief executive Greg Kelly stated that” From our earliest days there was an understanding that people were the most important, and we needed to work really hard to get the best people we could and get people who had a passion to serve others” (Helsing, 2006). They have a committee set up just for culture events. Employees are given…...

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