Leadership & Culture : Southwest Airlines

From: Keith Miller , Posted Date: Aug 5th, 2011

Importance of Culture & Leadership: Case Study: Southwest Airlines

 

Organizational Success in a Weak Industry

Southwest Airlines is the owner of the fewest customer complaints of any major airlines for more than 18 years in a row and has been profitable for more than 31 consecutive years in comparison to other airlines that operate in the red year after year (D’Aurizio, 2008).  Southwest Airlines is the model of excellence when evaluating an airline organization.  The leadership from founder and former CEO Herb Kelleher implemented unbeatable organizational culture that placed Southwest airlines as the finest airline in the industry.  Their niche is predicated on superior customer service and employee commitment to organizational success.

How did they do it?

Southwest focuses on nine loyalty lessons:

·       Hire attitude – train skill

·       Immerse everyone in the culture immediately

·       Keep them learning

·       People give as good as they get

·       Find the kid in everyone

·       Do more with less

·       Love them in tough times

·       Do what is right

·       Nurture the corporate family

 

 

9 Strategies Explained

Hire attitude-train skill: People cannot be trained to be nice – the organization needs to assess attitude first because skill can be taught and learned.  

Immerse everyone in the culture immediately: Southwest executes this concept by pairing new employees with mentors which transfers knowledge to first hand to new employees bringing them up to speed within the organization.  

Keep them learning: This involves implementing different information specific programs that support integrated learning about key concepts that improve overall performance.    

People give as good as they get: This concept is based on the law of reciprocity.  Southwest airlines culture focused on improving the fun loving spirit of the organization by incorporating all employees in team building activities that solidified a family mentality.  

Find the kid in everyone: This is identified as the most difficult concept to implement because it involves getting employees to not take themselves too seriously and business is serious so finding the thin line in between can be complicated.

Do more with less: A concept that encourages employees to provide top notch support and use resources appropriately which in return reduces organizational expenses.

Love them in tough times: Is based on the premise that all employees receive organizational and personal support during all difficult times which quite possibly could be the most important loyalty lesson of all.

Do what is right: Focuses on educating leaders to admit fault and adhere to feedback that holds them accountable which increase subordinate moral and creates a more unified workforce through trust.

Nurture the corporate family: Encompasses all interactive participants with the organization and considers them as family.

Organizational Outcome

Southwest Airlines operates effectively in the employee engagement zone which positively effects customer satisfaction thus providing positive yearly revenue.  This successful business model is the exact opposite of airline industry competition.  Southwest values their employees first and is consistently rated as one of the best companies to work for by the highly acclaimed Forbes magazine.  The approach to the aviation business taken by Southwest is appropriate for success in a service oriented sector.  The message we acquire from the nine loyalty lessons of Southwest implemented by Herb Kelleher is - we need to treat our employees with ultimate respect, and in return, will treat our customers equally, which will create an organizational culture that will tip the balance in our organizations favor, and develop us as the front runner among our industries’ competition.

If you would like a deeper understanding of this concept – contact me Keith@MillionDollarCoaching.net

My Website: https://www.MillionDollarEnterprises.com

Copyright 2011, Keith Miller, Million Dollar Enterprises LLC