Southwest Airline polices that will yield positiverelationship to achieve high performance.
Southwest's polices will makes it so distinctive ability to build and sustained highperformance relationships among managers, employees, unions, and suppliers. Theserelationships are characterized by shared goals, shared knowledge, and mutual respect.
It will developed 10 policies to facilitate coordination among 12 distinct functions: pilots,flights attendants, gate agents, ticketing agents, operations agents, ramp agents,baggage transfer agents, cargo agents, mechanics, fuelers, aircraft cleaners, and catersby building relationships of shared goals, shared knowledge, and mutual respect.
Ten Southwest polices to yield positive relationship to achieve high performance
Lead with Credibility and Caring
SW top management team will build trust over time by being up front and consistentin their message. They have also made themselves available to frontlineemployees, demonstrating a level of caring that is beyond the norm in largecompanies
Invest in Frontline Leadership
Southwest shall supervisors more per frontline employee than any other airline inthe country. They are "player coaches" having managerial authority but alsoperforming the work of frontline workers. The supervisors spend more time thantheir counterparts engaged in coaching in the form of problem solving and advisingthe frontline employees.
Hire and Train for Relational Competence
Southwest places a great deal of importance on hiring people with the right attitude--people with relational competence--you can't be an elitist. Through training and"job exchange or "Walk a Mile" employees become familiar with other aspects of