South West Airlines

Organizational Culture
• Philosophy
– Objective was to provide safe, reliable and short
duration air service at lowest possible fare.

– Reduced Turnarounds & point to point flights.

– Used only Boeing 737.

– No in flight meals and only beverages.

 Organizational Culture
• Leadership under Kelleher
– Organizational culture was shaped by H.
Kelleher.
– Themes: Love, fun and efficiency.
– Employees were a ‘lovely & loving family’
– Encouraged employees to have fun while
working.
– Organized competition and award
functions.
– Built confidence in employees.
– Focused on employees while taking
business decisions
 Building Bonds
• Build close-knit, supportive and family like culture
within the organization.
• Relationships of shared goals, shared Knowledge
& mutual respect among SWA employees.
• SWA took time & grew in a conservative manner.
• Developed a culture committee to reinforce the
spirit of South-west.
• SWA supported and empowered its employees.
• SWA motivated its employees.
 Post 9/11 Airlines Trauma & SWA

• Only Airline company that remained profitable

in every quarter after 9/11 attack.
• Although the stock price dropped by 25%, Its
balanced sheet showed surplus cash.
• No cutting of flights.
• No lay offs
• At the time crisis, SWA was offering raises and
stock offerings to its employees.
 How did SWA Survived post 9/11?
• Quality of Relationships.
• Workforce was the actual asset of
the company.
• High Morale of the work force.
• Empowering the employees.
• Work force enjoyed working at SWA.
• Ability to sustain short sustain
losses.
• Little Labor conflict and proper
coordination.
• Action-oriented meetings.
• A Family like organization
The end…