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SouthWest Airlines Case Study

SouthWest Airlines Case Study

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Published by ankur57

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Categories:Types, Brochures
Published by: ankur57 on Nov 02, 2009
Copyright:Attribution Non-commercial

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03/18/2013

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By:Amita SinhaAnkur Kr AgarwalAyushi SharmaGarima RathoreNeeraj Garg
 
Southwest Airlines that has built business andcorporate culture around the tenets of totalquality management and customer service.
 This case deals with corporate philosophy,culture and HRM practices.
“Focus on Customer”.
 Treat their employee as their customer.
Case also talks about the manager HerbKelleher’s innovative way of dealing with theemployees.
Believe in Fun at work philosophy with safety.
 
 
From 1992 through 1996, they won DOT’striple crown for best on-time performance,best baggage handling & fewest customercomplaints.
From 1996 to 1998, they won Airline QualityRating for three consecutive years.
Managed to make profit even in industrydownturns.

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