Organizational Behavior and Communication Paper

661 Words Nov 8th, 2013 3 Pages
Normally an organization has a mission statement that will express what the company’s main values are along with what their goals are. The goals along with the values that are set by the company will normally act as a foundation of the guidelines that the company sets for themselves. There are times when the guidelines that are set by the company are not followed as they should be. The company Southwest Airlines is one of the major air transportation that is provide in the United States. The organizational culture for the company Southwest Airlines is tended to be more toward having extraordinary customer service. They are also more employees’ oriented (Southwest Airlines Co.). The key to an organizations being successful is to have …show more content…
After doing research on Southwest Airlines I found out that the mission that was set by Southwest Airlines is tend toward having great even better excellent customer service. The mission that was set by Southwest Airlines is “Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit (Southwest Airlines.com).” Southwest Airlines first responsibilities is to that of the customers, their first priority is to that of the employees (weather it is the air flight attendant, the ticket agent, the mechanics, and the pilots) which all have an influence the customers experiences, which is what provides an excellent customer service. According to the Southwest Airlines website their culture is “the development, improvement, and refinement of the originality, individuality, identity, and personality of a given people” (Southwest Airline Co.). After receiving many complaints from business travels regarding assigning seats Southwest Airlines decided after much thought that the best way to go about it was to just modified their seating arrangements instead as a way to increase their customer service. When the customer checking in at their time of arrival they will be assigned a number in line, this makes it so that the customers will be regard to spend less time standing. One of the more highly competitive aspects that Southwest Airlines provides for their customers is that

Related Documents