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1 What are the SWA mission vision and goals Are they well defined Southwest Airlines is dedicated to the highest quality of Customer Service delivered with a sense of warmth friendliness individual pride and Company Spirit As stated from their web site Southwest Airlines SWA began June 18 1971 SWA first operated its first routes between Houston Dallas and San Antonio Rollin King and Herb Kelleher founded the company there goal was to create an environment of care commitment and unparallel service to customers and employees alike At the end of 1971 SWA immediately began to expand In 1972 all Houston service was transferred to Houstons Hobby Airport form Houston Intercontinental this route made it more convenient for people to fly During the first year of operation the customers were the Southwests first priority They also show a true commitment to their employees - By providing a stable work environment with equal opportunity for learning and personal growth Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines 2 What management theory in your opinion does SWA follow Due to SWA culture and the nurturing of their CEO Herb Kelleher SWA management serves the company best using a participative leadership style SWA places great emphasis on productivity and customer service To be successful they must have buy in of this concept by all employees Kelleher stated that Southwests biggest competitive advantage is its culture which positively affects customers and employees Southwest airlines expects feedback from within its ranks this concept eliminates the bureaucracy and paperwork normally coupled with large organizations Kelleher states I dont think Im the primary motivator I give people license to be themselves and motivate others in that way Southwest employees not only feel comfortable about talking to management about improvements theyre encouraged to 3 How has SWA excelled in planning and organizing Examples With the exception of Southwest all major airlines today operate
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