Southwest Airlines

Paper Summary:

This paper offers a brief examination of why Southwest Airlines is so successful. It begins by looking at the company's mission statement which pro,mises continuous improvement and then discusses how this has been applied to all sectors of the company since its establishment.

From the Paper:

"The best way to start an analysis of Southwest Airlines and its success story is the company's mission statement. According to the company's website, the company's mission is "dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit" . If we take a brief look at this mission statement, we may find that, differently from many of today's companies, Southwest's mission is not profit maximization, but achieving customer satisfaction through the quality of the services provided. Additionally, the mission statement refers to the joint collaboration and mixture of Company Service and Company Spirit, in the sense that one cannot truly operate and exist without the other. A friendly and efficient working environment is, in Southwest's opinion, a key towards achieving the highest level of customer satisfaction."

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