Southwest Airlines

Tara Bartolomeo

Amanda Packer

Melanie Rudy

Elizabeth Vanorder

Change and Responsiveness

• 9/11

– Did not stop flights

– No layoffs

• Recession

– Transferred employees to avoid layoffs

– Chief Executive Office, Gary Kelly, named one of CNN’s 5 Most Admired

• Merger with AirTran

– Expanded network of 25%

Customer Commitment

Customer Commitment

• Best Value, Best Consumer On time Estimates, and Best Luggage Policy of all domestic airlines, Zagat (2009)

• Leader in Corporate Social Responsibility, Boston College Center for Corporate Citizenship & Reputation and Institute (2009)

• Most Admired Airline, FORTUNE Magazine (2009)

• #1 Friendliest Airline, TIME.com (2008)

Philanthropy

• Tickets for Time

– Charity receives one ticket for every 40 hours SW employees volunteer

– Employees volunteered over 80,000 hours in 2010

• Southwest Airlines Employee Catastrophic Assistance Charity

– In 2010, employees contributed over $1.1 million

• National Wildlife Refuge Association

– $100,000 donation to NWFA after Gulf of Mexico oil spill

– Employee volunteers were flown to Florida to help with cleanup

Environmentalism

• Green Team

– Four goals:

• identify environmentally responsible efforts already in place

• search for areas of improvement,

• make recommendations for environmentally responsible business practices a

• place a green filter on future business decisions

• Green Ambassadors

WELCOME ABOARD

• Rapping Flight Attendant - YouTube

CORE VALUES – The Warrior Spirit

• Work Hard

• Desire to be the best

• Be courageous

• Display Urgency

• Preserve

• Innovate

CORE VALUES – A Servant’s Heat

• Follow the golden rule

• Adhere to the principles

• Treat others with respect

• Put others first

• Be egalitarian

• Demonstrate proactivity

• Customer Service

• Embrace the SWA family

Core Values – A funLUVing attitude

• Have fun

• Don’t take yourself to seriously

• Maintain perspective

• Celebrate success

• Enjoy your work

• Be a talented team player

Southwest’s Secret Sauce

• Organizational Practices that build relationships

– Outstanding Business Leadership

– Hire and train for relationship excellence

– Use conflicts to build relationships

– Bridge the work family divide

– Create positions that span boundaries

– Use broad performance metrics

– Have highly flexible job descriptions

– Partner with the unions

– Build supplier relationships

Shared goals, shared knowledge, mutual respect.

• Everyone at Southwest airlines is working towards these goals:

– Safety

– On Time performance

– Keeping customers happy