According to the J.D. Power 2017 North American Airline Satisfaction Study, Southwest Airlines ranked #1 in its segment for customer satisfaction (J.D. Power, 2017). It is also on the Forbes list of America’s Best Employers for 2017 (America’s Best Employers, n.d.). To achieve this success, Southwest Airlines has implemented effective managers and management policies. Specifically, they have reinforced their mission statement, implemented a strategic management plan, and created a positive organizational culture. The company has also incorporated an effective decision-making process, as well as adhered to the principles of ethics and uses human resources to develop personnel. The combination of these factors has allowed Southwest Airlines to be a successful company. Southwest’s vision is “to become the world’s most loved, most flown, and most profitable airline” (Culture, n.d.). They work towards this vision by exemplifying their mission of “dedication
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They also believe in honesty and integrity and exemplified this value by launching Transfarency® which is defined as “philosophy in which customers are treated honestly and fairly, and low fares actually stay low – no unexpected bag fees, change fees, or hidden fees” (Low fares, n.d.). Southwest only hires the best people, the people that will live by its values and strive to reach its vision. In 2015, the company hired less than 2% of all applicants because of their selective hiring process. In addition to the professional requirements of each position, the job description requires applicants to have a warrior spirit, a servant’s heart, and a fun-loving attitude. Interviews consist of behavioral questions as well as career motivation questions, so they develop the best personnel to maintain the success of the airline (Weber,
They also believe in honesty and integrity and exemplified this value by launching Transfarency® which is defined as “philosophy in which customers are treated honestly and fairly, and low fares actually stay low – no unexpected bag fees, change fees, or hidden fees” (Low fares, n.d.). Southwest only hires the best people, the people that will live by its values and strive to reach its vision. In 2015, the company hired less than 2% of all applicants because of their selective hiring process. In addition to the professional requirements of each position, the job description requires applicants to have a warrior spirit, a servant’s heart, and a fun-loving attitude. Interviews consist of behavioral questions as well as career motivation questions, so they develop the best personnel to maintain the success of the airline (Weber,