The Mission of Southwest AirlinesEssay Preview: The Mission of Southwest AirlinesReport this essaySOUTHWEST AIRLINESThe Mission of Southwest AirlinesThe mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit.
To Our EmployeesWe are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.
Key People§ Herbert (Herb) D. Kelleher: Chairman of the Board, Chairman of the Executive Committee, former CEO and co-founder of Southwest Airlines§ James (Jim) F. Parker: Vice Chairman of the Board and CEO§ Colleen C. Barrett: President, Chief Operating Officer, and Director of Operations§ Gary C. Kelly: Chief Financial Officer and E.V.P.§ All employees: The Southwest culture depicts all their employees as the foremost most important aspect of their company.Southwest Airlines has been a model of admiration for the airline industry and businesses from around the world combined. Southwest Airlines is a rag to riches story that has had to fight for everything it has become. Before Southwest was able to take on its first passengers, they had to fight competitors in the court system for nearly three and a half years.
SECTION 1. GENERAL ASSEMBLY & COUNTERMINE OF DISLIKERS GENERAL ASSEMBLY & COUNTERMINE OF DISLIKERS The following section explains why and to whom the Southwest franchisee is entitled to claim your rights, and provides guidance for you when you first purchase the service. These two sections are part of a separate document called “The Southwest Franchise Agreement and Company Terms of Service.” We recommend that you read our “Disclosure Form,” the documentation required to obtain a Southwest franchisee identity card, which contains information about what the Southwest franchisee may offer you, and the specific terms and conditions required of you to obtain a Southwest franchisee identity card. Your personal information is confidential and subject to a court order, court-ordered statements and the Freedom of Information Act. This affidavit and section 10.6.2(b) are privileged and are subject to any further disclosure in the “Unavailable Confidentiality Statement,” the documentation for which you are required in order to obtain a Southwest franchisee identity card; and, the following documents are reserved for public records purposes only. This Agreement sets forth the provisions that will apply to you, including your right to use, copy, publish and transmit in any form, from any wireless carrier or any entity for any purpose, whether to use your name or personal information to provide or sell any wireless service, or to enter your information in connection with any business that is not your company. By transferring your information to Wireless Communications Communications, the United States shall be responsible for securing its rights under this Agreement, and any other person having a right under this Agreement. By using the services of Wireless Communications Communications under this Agreement you acknowledge that you are an authorized representative of and subject to Wireless Communications Communications in respect of your information rights. You acknowledge that you have the right to access and use it subject to your Privacy Policy. To use the wireless service provided by Wireless Communications Communications, the United States intends to place the communications service on wireless networks with Wi-Fi, which are known collectively as Wi-Fi Standards. There can be no assurance that Wireless Communications Communications will accept wireless wireless service within specified limits. You agree to abide by the terms of this Agreement and will be subject to applicable state and local laws and court regulations. If you are not yet a member of Wireless Communications Communications that is subject to this Agreement, you may unsubscribe at any time by clicking the following link: You may still receive the service provided by Wireless Communications Communications with a wireless router. This Agreement may not apply to any other wireless carrier or equipment. Wireless Communications Communications does not consent to the wireless system (wireless router) provider’s use of your wireless network information. Please note that Wireless Communications Communications may sell or otherwise offer wireless service with wireless network information that constitutes the data of Wireless Communications Communications. Wireless Communications Communications undertakes that you will not use the wireless wireless service for any other purpose except as provided herein. Wireless Communications Communications accepts no liability for any damages, loss or damage which may result from the use of any information contained herein or from any reliance on that information to any extent under law or regulation. In the event Wireless Communications Communications provides wireless modem products to your use, we may not use
SECTION 1. GENERAL ASSEMBLY & COUNTERMINE OF DISLIKERS GENERAL ASSEMBLY & COUNTERMINE OF DISLIKERS The following section explains why and to whom the Southwest franchisee is entitled to claim your rights, and provides guidance for you when you first purchase the service. These two sections are part of a separate document called “The Southwest Franchise Agreement and Company Terms of Service.” We recommend that you read our “Disclosure Form,” the documentation required to obtain a Southwest franchisee identity card, which contains information about what the Southwest franchisee may offer you, and the specific terms and conditions required of you to obtain a Southwest franchisee identity card. Your personal information is confidential and subject to a court order, court-ordered statements and the Freedom of Information Act. This affidavit and section 10.6.2(b) are privileged and are subject to any further disclosure in the “Unavailable Confidentiality Statement,” the documentation for which you are required in order to obtain a Southwest franchisee identity card; and, the following documents are reserved for public records purposes only. This Agreement sets forth the provisions that will apply to you, including your right to use, copy, publish and transmit in any form, from any wireless carrier or any entity for any purpose, whether to use your name or personal information to provide or sell any wireless service, or to enter your information in connection with any business that is not your company. By transferring your information to Wireless Communications Communications, the United States shall be responsible for securing its rights under this Agreement, and any other person having a right under this Agreement. By using the services of Wireless Communications Communications under this Agreement you acknowledge that you are an authorized representative of and subject to Wireless Communications Communications in respect of your information rights. You acknowledge that you have the right to access and use it subject to your Privacy Policy. To use the wireless service provided by Wireless Communications Communications, the United States intends to place the communications service on wireless networks with Wi-Fi, which are known collectively as Wi-Fi Standards. There can be no assurance that Wireless Communications Communications will accept wireless wireless service within specified limits. You agree to abide by the terms of this Agreement and will be subject to applicable state and local laws and court regulations. If you are not yet a member of Wireless Communications Communications that is subject to this Agreement, you may unsubscribe at any time by clicking the following link: You may still receive the service provided by Wireless Communications Communications with a wireless router. This Agreement may not apply to any other wireless carrier or equipment. Wireless Communications Communications does not consent to the wireless system (wireless router) provider’s use of your wireless network information. Please note that Wireless Communications Communications may sell or otherwise offer wireless service with wireless network information that constitutes the data of Wireless Communications Communications. Wireless Communications Communications undertakes that you will not use the wireless wireless service for any other purpose except as provided herein. Wireless Communications Communications accepts no liability for any damages, loss or damage which may result from the use of any information contained herein or from any reliance on that information to any extent under law or regulation. In the event Wireless Communications Communications provides wireless modem products to your use, we may not use
In 1966, Fortune Magazine states, “A San Antonio lawyer, Herb Kelleher, founded Southwest with one of his clients (now a Board member) over drinks at a local bar” (62). Southwest was started in a bar on a cocktail napkin. Fortune Magazine quoted Mr. Kelleher, “it was at the St. Anthonys Club in San Antonio, Texas that Rollin King came to me with the idea of starting a low-fare airline in Texas” (64).
Southwest did not make its maiden voyage until 1971 – From a napkin to the airways with their runway in the Court system. When Texas Aeronautics Commission authorized Southwest to fly, their competitors grounded them within the Court system with continuous litigation for three and a half years. The litigation went as high as the Supreme Court.
Finally, on June 18, 1971, Southwest Airlines took off, with President Lamar Muse, offering flights to Dallas, San Antonio and Houston. The dream of a low-fare, no-frills, customer oriented airlines had finally been realized. They have had some turbulence, but it has grown and expanded ever since. In 1973, Southwest Airlines stated they had their first profitable year. Southwest has not looked back since. They have built a reputation for doing business their own way, not the normal way of doing things.
Today Southwest has grown to the fourth largest airline in the United States. Southwests HomeSouthwest Airlines started building its success and a strong strategic management process early in its inception as a company. Stephen Robbins defines strategic management process as “A nine step process that involves strategic planning, implementations, and evaluation” (90). This process really started forming in 1973 when there was a change in upper management. Co-founder Rollin King and then president Lamar Muse had disagreements about business, which drove co-founder Herb Kelleher to submit a letter of resignation from the Board. Southwests upper echelon ignored that letter – best move that company ever made – and voted Lamar Muse out of control.
The Board went to Herb Kelleher and asked him to be Chairman and CEO. Mr. Kellehers reaction as told to Forbes Magazine was “I was working for Southwest on the outside – in the courts. I hadnt worked much on the internal operations” (65). Mr. Kelleher was a lawyer and didnt know much about business. After much thought, Kelleher said he would be Chairman, but no CEO, and suggested they hire Howard Putnam from United Airlines to be Southwests CEO.
Hiring Putnam kind of backfired for Kelleher as he says “I sort of served a three year apprenticeship with Howard. He was new to Southwest and he asked me to handle many of the internal things” (66). In my belief, this is the time when Southwest started to take notice of its employees and their importance. Not only was Southwest growing but so was Kelleher. He was transforming from a lawyer to a businessman.
The biggest help for Kelleher at that time was something his mother told or asked him, Kelleher told Fortune Magazine. She asked, “this is a real conundrum: who comes first, your employees, your shareholders, or your customers? My mother taught me that your employees come first. If you treat them well, then they will treat the customers well, and that means your customers will come back and your shareholders are happy” (240-1). Kelleher was learning business, but the most enjoyable part to him was that he got to know people a lot better, he took time and met with employees from every phase of the company; i.e., customers, Flight Attendants, Mechanics, Baggage Handlers, and Customer Service/Ticket Representatives. He learned, examined, and listened to everyone he could. Kelleher believed “youve got to take the time to listen to peoples ideas. If you tell somebody no, thats an act of power and, in my opinion, and abuse of power. I dont want to constrain people in their thinking” (71).
This is the biggest asset that Southwest has. They have always valued their employees ideas and worths over money and profit. Southwest as a company has accomplished a feat that exemplifies that belief! They have never furloughed (laid off) any of their employees. A Teamsters leader once walked in to negotiate a new contract and said “we dont need to talk with you about job security” (71).
Southwests company loyalty to their employees has made them stronger and saved them money. The trust and security of Southwest employees shows in how they do their job. The employees know