The Southwest Airlines Way

Jody Hoffer Gittell

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This book offers management lessons from the world's most profitable airline. 'As a former Southwest insider, I often wondered why other organizations couldn't duplicate the business model. Anyone who wants to understand how it works should read this book' - Libby Sartain, Senior VP of Human Resources, Yahoo. 'Professor Gittell has tackled one of the hottest and most important topics in business circles today - why some airlines continually fly high over the economic wreckage of the rest of the industry' - Thomas Winkelmann, VP - The Americas, Lufthansa German Airlines.

 'Through extensive research, Jody Hoffer Gittell gets to the bottom of what has sustained Southwest Airlines' positive employee relations and high performance through good and bad times' - Thomas A. Kochan, professor, MIT Sloan School of Management, MIT Global Airline Industry Program."Fortune" magazine calls Southwest Airlines "the most successful airline in history." In an industry that regularly loses billions of dollars, Southwest has had 31 consecutive years of profitability.

"The Southwest Airlines Way" reveals the secret to Southwest's remarkable success - high performance relationships - and it creates enormous competitive advantage in motivation, teamwork, and coordination among Southwest employees. Based on Professor Jody Hoffer Gittell's eight years of field research, this book explores Southwest's innovative policies, strategies, and techniques, showing how these methods can be implemented in any organization, and explains how to: lead with credibility and caring; invest in frontline leaders; hire and train for relational competence; use conflicts to build relationships; and, encourage mutual respect among employees, managers, unions, and suppliers.

What will you learn from this book

  1. Employee-Centric Culture: Southwest Airlines prioritizes its employees, fostering a unique corporate culture that values and empowers its workforce.

  2. Focus on Customer Service: Southwest's success is attributed to its commitment to exceptional customer service, aiming to satisfy and delight passengers.

  3. Streamlined Operations and Efficiency: The airline focuses on operational efficiency, using strategies such as quick turnarounds and point-to-point routes to reduce costs.

  4. Employee Engagement and Empowerment: Employees are empowered to make decisions and contribute to the company's success, fostering a sense of ownership.

  5. Open Communication and Transparency: Southwest emphasizes open communication between management and employees, creating a transparent and inclusive environment.

  6. Strong Leadership and Vision: Leadership plays a crucial role in maintaining the company's vision, promoting a positive work environment, and guiding the company's success.

  7. Commitment to Safety and Reliability: The airline maintains a strong commitment to safety and reliability, ensuring passengers' trust in its services.

  8. Innovation and Adaptability: Southwest Airlines embraces innovation and adapts to changing market conditions while maintaining its core values.

  9. Fun and Lighthearted Culture: The airline cultivates a fun and lighthearted culture, allowing employees to express themselves and enjoy their work.

  10. Resilience and Long-Term Success: Southwest Airlines' strategies have contributed to its resilience and long-term success in the highly competitive airline industry.

Language English
ISBN-10 0071458271
ISBN-13 9780071458276
No of pages 336
Font Size Medium
Book Publisher McGraw-Hill Education
Published Date 16 Jun 2005

About Author

Author : Jody Hoffer Gittell

1 Books

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