TITLE

The Southwest Airlines Way

AUTHOR(S)
Gittell, Jodie Hoffer
PUB. DATE
January 2003
SOURCE
Southwest Airlines Way - Business Book Summaries;2003, Vol. 20 Issue 4, p1
SOURCE TYPE
Book Summary
DOC. TYPE
Book Summary
ABSTRACT
Southwest Airlines is the only major carrier to see a profit in every quarter since the terrorist attacks of 2001, without grounding any of its 375 planes, nor laying off any of its 35,000-strong workforce. And, for most of 2002, its total market value of about $9 billion was larger than that of all other major U.S. airlines combined. Believing that the innovative ways that Southwest have achieved its success has the potential to completely transform the airline industry, Gittell presents The Southwest Airlines Way. This in-depth profile and analysis, based on eight years of airline-industry field research, offers managers, not just in the airlines industry, but in any economic sector, the tools for increasing productivity and profitability, encouraging teamwork, and building a dedicated, innovative workforce. Although Southwest&x2019; s excellent leadership, "funky" culture, quick-turnaround strategy, and stellar coordination processes offer important insights, they still do not fully capture the real source of Her research has found that, over time, Southwest has developed 10 organizational practices for building high performance relationships, and that these guiding practices are: (1) leading with credibility and caring, (2) investing in frontline leadership, (3) hiring and training for relational competence, (4) using conflicts to build relationships, (5) bridging the work/family divide, (6) creating boundary spanners, (7) measuring performance broadly, (8) keeping jobs flexible at the boundaries, (9.
ACCESSION #
16898719

 

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