Southwest Airlines

SUBMITTED BY:

ANU DUTT(34010)
ASEEM ACHARYA(34013)
BISHAKH PHUKAN(34017)
RAHUL JAIN(34037)
SNEHIT PRAKASH(34049)

Southwest Airlines
Low cost airlines
Concentrates on flying to airports that are

underutilized

High capacity usage

Service innovation
Customer service

Salient features of South West Airlines

(Peoples Strategy)
Fun-filled, relaxed office environment
Employees given due respect-internal customers
Employee recognition

Joint exercise-the key building block

Open door policy
Flexibility
Unique recruitment policy

 Some other basic principles

Focus on the situation, issue or behaviour, not on the

person

Maintain the self-confidence & self-esteem of others

Maintain constructive relationships with customers
Due importance given to make training as conducive to

employees as possible

Organizational Strategy
To provide the best of the service to the customers at

the lowest cost possible

This they believe is possible by providing the best of

services to their internal customers-employees

People strategy

Success of South West Airlines

Innovative cost cutting measures-Airlines don't have

revenue problem, they have cost problems

Innovative, fun-filled, personalized service to

customers
Satisfied employees result in very low attrition rate
Increased productivity-flexible culture

Replication of success
The onus has to be on peoples strategy
Low cost carriers have to be very cost conscious

Replicating the model will depend upon competitors

ability to re organize their organizational structure

More than replicating-the key is to find a niche area

where you are comfortable in

Where they could fail?

Massive expansion plan & increased employees

might force the airlines to lose its personal appeal

Increasing customer screening at airport might

decrease the frequency of their flights

Competitors catching up

Average pay of employees still less than industrys

best

Thank You!