The Southwest Airlines Way: Using the Power of Relationships to Achieve High PerformanceAnnotation Management lessons from the world's most profitable airline "If you want to understand how one organization can change the competitive rules of the game for an entire industry, read this book."--James L. Heskett, Baker Foundation Professor, Harvard Business School and Coauthor of The Value-Profit Chain Fortune magazine calls Southwest Airlines "the most successful airline in history." With a market value greater than the rest of the U.S. airline industry combined, Southwest Airlines is an amazing company with amazing management practices. Drawing on extensive research and interviews with frontline Southwest employees, managers, and senior executivesshy;shy;The Southwest Airlines Way explains how Southwest's relationship-based performance principles can be adopted by managers in any industry, with dramatic results. Full of frontline tales of Southwest's innovative management style, this compelling book explains how Southwest's relentless focus on high-performance relationships and its people-management practices have been the key to its unparalleled success in the airline industry. It reveals how any organization willing to invest the time and effort can learn from Southwest's management style by creating shared goals, shared knowledge, and mutual respect among management, employees, and suppliers. This is the secret of how Southwest consistently outperforms its competitors in the high-pressure, timesensitive airline industry. |
Contents
From Love Field to the Worlds Most | 3 |
How Southwest Uses High | 18 |
Southwest versus American Airlines | 25 |
Copyright | |
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According achieve aircraft airline industry Airlines sites airport Airways American Airlines Bethune Boston Chap Colleen Barrett communication conflict resolution Continental Airlines Continental Lite Continental's Crandall cross-functional delay Exhibit flexible job flight attendants Flight Departure Performance flight departure process frontline employees gate agents Gordon Bethune groups Harvard Business School Herb Kelleher higher levels hiring and training hiring for relational hub-and-spoke impact JetBlue JetBlue Airways job descriptions job flexibility Jody Hoffer Gittell layoffs leadership learning levels of relational markets Morris Air mutual respect operations agent organization organizational practices outcomes partnership passengers patient percent performance measurement pilots plane problem ramp agents random effect rela relational competence relational coordination relationships of shared role route September 11 shared goals shared knowledge short-haul Southwest Airlines Southwest employees Southwest model staffing levels station manager strategy supervisors supervisory staffing teamwork tion tional turnaround union United Airlines United Shuttle United's