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Essay / Research Paper Abstract
A 12 page paper discussing organizational behavior at Southwest Airlines, long known for its unique culture and approach to its business. The paper discusses decision making, motivation and group behavior to conclude that although Southwest appears to be more serious today than in the past before Herb Kelleher retired, it still retains its bent to focus more on doing the right things. Bibliography lists 10 sources.
Page Count:
12 pages (~225 words per page)
File: CC6_KSorgBhavSW.rtf
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Unformatted sample text from the term paper:
beginning, it has been the strategy of Southwest Airlines to offer low fares, no frills service and an enjoyable work environment while seeking superlative levels of customer satisfaction. As
management gurus were espousing customer satisfaction and approval as the end goals of all business activity at the height of the quality movement, cofounder and former CEO Herb Kelleher was
convinced that only happy employees would be able to deliver truly superlative customer service over the long term and with consistency. In the
time since Kelleher retired as CEO the company has retained its basic stance on the matter, though the company seems not to be quite as dedicated to its former unique
positions. The Kelleher successors the company has been through in the interim only grudgingly adhered to that original point of policy and seemingly permanent personnel strategy. Even so,
Southwest still retains its unique corporate culture and personality. It still focuses more on "doing the right things" than on "doing things right." Decision Making Choosing to Use Only
One Type of Aircraft In 2005, the former Human Resources director for Southwest commented at an industry event that it was always Southwests
policy to be honest with its employees, that "through effective people management, the company had created the right type of culture, had seen profits rise for 33 consecutive years, and
had never experienced any" (Strategy, 2005; p. 1) layoffs. That remains true today, though maintaining its position and extending its profitability record is increasingly difficult.
Logistically, Southwest is able to fly into any airport large enough to deal with the Boeing 737s that Southwest operates. One of the hallmarks of Southwests
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