Week 10 Discussions - Week 10 Discussion 1"Southwest...

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Week 10 Discussion 1 "Southwest Airlines" : Assess how Southwest Airlines’ culture is different from other airline competitors and the resulting impact on business performance. Southwest Airlines’ management believes that employees come first and customers come second. Assess the merits of this belief, indicating your agreement or disagreement with the approach. Provide support for your position. Southwest Airlines understands that to be better than its competition it has to focus on its service and has decided to make service the top priority in the company. The company’s mission statement “The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit” demonstrates exactly this (McGee-Cooper, Trammell, & Looper, 2008, p.3). The company delivers exceptional service to its customers through its strong and exceptional corporate culture. Corporate culture is the organization’s systems of principles, beliefs, and values. Southwest Airlines creates the best corporate culture by starting at the interviewing process. It is the recruiter job to find individuals who exhibit the right Southwest Airlines attitude that also have the credentials to the job; however the attitude is more important. Colleen Barrett, former CEO, created southwest Airlines unique corporate culture. She formed a culture that is based on warrior spirit, leading with servant’s heart, and a fun- loving attitude. To promote these three points she created a SWA Culture Committee that “will do whatever it takes” to make sure the SWA spirit of employees stays the same and is enhanced (McGee-Cooper, Trammell, & Looper, 2008, p.3). The committee helps established qualities for the culture. There are seven qualities of the corporate culture of Southwest Airlines. The first quality is leading with a servant heart. Leading with a servant heart means being a selfless servant and serve not for rewards for one self but the pleasure one will get from helping other. The second attribute is be the change you want to see in others, which means that in order for the customers to receive the best service around the company leaders had to give that same service to its employees/ subordinates. This quality leads into the third quality of customers coming second. Southwest Airlines believes that sometimes the customer is wrong or abusive. This statement is true and anyone who has work in customer service field can tell you that some customers enjoy or try to cause a problem with a company for free perk. The company is willing to stand behind to support their employees because it creates this feeling of empowerment among the employees and fair treatment. This treatment is transferred to the customers in return because the employees enjoy their job and will preform better due to it. SWA corporate culture differs

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