OGL 481 Pro-Seminar I:

PCA-Choosing an Organization Worksheet

Worksheet Objectives:
1. Identify an organization and situation you want to study over the remainder of the course.
2. Describe the organization and the situation

Complete the following making sure to support your ideas and cite from the textbook and other
course materials per APA guidelines. After the peer review, you have a chance to update this and
format for your Electronic Portfolio due in Module 6.

1) Name and describe your organization.

The name of the organization I will be studying over the next five weeks is

Southwest Airlines. Southwest Airlines has been serving their customers for more than

50 years now and is one of the worlds top airline company. They pride themselves on

their commitments and dedicate to “doing the right thing and taking great strides to foster

trusting relationships” (Southwest, 2023). Throughout the 50 plus years that Southwest

has served their customers, they have had the opportunity to create a ongoing

commitment to leadership development.

2) Describe your role in the organization (it can be an internal or external role).

My role within the Southwest Airlines organization is external as a customer. I do

not currently work for Southwest but I am a loyal customer of 8 years. I began flying

with Southwest due to the many family members that would fly with them to all of our

family vacations. As a cusomter, from the time you book a flight to the time you land at

your destination, it has always been simple and easy. The Southwest app, check in,

boarding, 1 free bag, and unassigned seating has made my role as a cusomter nothing but

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 easy. The culture that is created by the gate attendants, flight attendants, and piolets on

every flight is inclusive, helpful, and positive.

3) Describe the situation, including information you think the will help the reader
understand the most important elements of the situation. (This will require
selectivity: part of the art of case writing is separating the essential facts from the
mass of information that might be included).

The situation that I am currently examining is the cancellation of flights back in

December of 2022. I was traveling home to see my family for Christmas for 4 days until I

realized that 4 days was turing into 10 days. As I went to go check my flight status to

ensure that there were not any delays, I found myself looking at a canceled flight. Not

understanding what was going on or being able to get on the next flight out, I was

beginning to panic due to needed to be at work the next day. All the customer service

lines were down as well as the app beginning to fail. I decided to pack my bags and head

on over the the airport to try and speak to an agent. When I finally was ablet to speak to

someone, she had informed me that due to winter storms I would not be able to leave till

the next flight out on Firday. Being 15 hours away, I had no other option then to head

back home with my family and wait till Friday. Although I got an extended vacation with

my family, I knew that there were many families stuck in different cities with lost

baggage and no place to stay other than a hotel. My focus is to understand as a customer,

what truly happened and how Southwest’s structure of hubs became a problem for the

world.

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 Reference

“About Southwest: Southwest Airlines.”. 2023,

https://www.southwest.com/about-southwest/?clk=GFOOTER-ABOUT-
ABOUT#aboutUs.