Companys main event of the year was the annual award banquet for which

Companys main event of the year was the annual award

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required announcements to the passengers. Company’s main event of the year was the annual awards banquet, for which employees from all over the system were brought to Dallas and honored for their
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Sensitivity: Internal length of service. In addition, the culture committee sponsored a hero of the heart celebration at headquarters on February 14 each year. Awards were made to groups nominated by others in the organization that had gone “above and beyond” to deliver Southwest service. Joint problem solving was the culture of Southwest airlines. Southwest engaged in joint problem- solving exercises with those supplying everything from fuel to peanuts served on planes. Team work was the spirit of this organization. Works were assigned in groups. Failure to do so according to schedule resulted in a “team late”. Rather than assessing individual responsibility, teams were then tasked to figure out how to avoid problem in the future. Pilots sometimes handled baggage or helped cabin attendants in picking up the cabin while gate attendants might be seen putting provisions on board for the departing flight. The main spirit was to do everything that was required to complete a task rather than having mentality that it is not my job. One way the company assesses these service inclinations are by interviewing potential flight attendants in groups to see how they interact with each other. Pilots are also interviewed in groups to assess their teamwork skills, a critical factor above and beyond the essential technical skills they are required to possess. All ground operations employees had one to two weeks of technical orientation at individual stations before going to class in Dallas for a week to study everything from the use of the company systems to the organization’s values. Southwest’s employees’ total compensation was roughly equivalent to other airlines, but productivity of Southwest employees was more, and it led to decreasing cost of Southwest airlines.
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  • Southwest Airlines Company, STRATEGIC MARKETING case study

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