Southwest Airlines: Superb Processes Invented & Implemented by Superb Process Thinkers

Case 2:

Southwest Airlines: Superb Processes Invented & Implemented by Superb Process Thinkers

1. Southwest is a leading company in its industry because of the ways it has served as a role model to others with its top notch processes. Southwest’s core competitive capability is composed of its people, culture, and processes, all three should be top priority not only to Southwest but to all companies. If asked to prioritize we would recommend choosing ‘the people’ first, as employee satisfaction leads to increased productivity which in return increases customer satisfaction and reduces operating costs and ultimately creates profit for Southwest. The people of Southwest are the process thinkers which find ways to improve the daily duties, such as cross-training each of the cleaning process of its 737 aircraft regardless of job title. Another example is the way Southwest emphasizes on using sense of humor to calm the nerves of new customers as well as having its employee’s help each other grow professionally. By practicing the above, Southwest has achieved a fast loading process for travelers, able to turn around a plane in half the time than its competitors, put a smile on the faces of nervous flyers to give them peace of mind. The people of Southwest have set the bar high by creating a leading process within the airline industry like no other.

2. There isn’t one specific process or practice that made Southwest successful, as we consider there are several. Southwest provided a direct booking system via phone and internet that reduced booking cost, which enabled the company to provide quality service at a lower cost. Also, during flights the crew used improvised humor. Southwest Airlines method of operation has proven to operate more efficiently than other airlines because their main goal was customer quality service. Southwest is a perfect example of companies that hire

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