it’s so simple but not always easy how southwest airlines keeps its employees flying high
TRANSCRIPT
![Page 1: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/1.jpg)
It’s So Simple
But Not Always Easy
How Southwest Airlines Keeps its Employees Flying High
![Page 2: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/2.jpg)
Our History
• Founded in 1971• Profitable for 34
consecutive years• Serve 63 cities
nationwide • More than 32,000
Employees• 2007 36th Anniversary• Largest airline in U.S. in
terms of Customers carried
![Page 3: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/3.jpg)
• Southwest received 284,827 resumes and hired 3,363 new Employees in 2006.
• In 2006 Southwest served 93.8 million bags of peanuts
• Southwest has 1,133 married couples. In other words, 2,266 Southwest Employees have spouses who also work for the Company.
• The airline is approximately 87 percent unionized.
Character Building
![Page 4: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/4.jpg)
•For the eleventh year in a row, FORTUNE magazine recognized Southwest Airlines in its annual survey of corporate reputations.
•Among all industries in 2007, FORTUNE lists Southwest Airlines as the number five most admired corporation.
![Page 5: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/5.jpg)
It’s About the Culture
What is Culture?
Defined as the set of shared attitudes, values, goals, and
practices that characterizes a company or corporation
![Page 6: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/6.jpg)
![Page 7: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/7.jpg)
Southwest Values
• Fun
• Family
• Egalitarianism
• Simplicity
• Low cost
![Page 8: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/8.jpg)
Golden Rule
Treat others the way you want to be treated
• Answer every letter• Call back • Bend the rules• Do the right thing• Find ways to say yes• Treat with respect
![Page 9: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/9.jpg)
Live the Southwest Way
1. Have a Servant’s Heart
![Page 10: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/10.jpg)
•A passion for Customer Service
•Internal and External
Serve Others
![Page 11: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/11.jpg)
Share the Spirit
• Ronald McDonald House Charities
• LUV Classic
• Adopt-A-Pilot
• Make-A-Wish
![Page 12: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/12.jpg)
Internal Customer Care
• Cards• Food Baskets• Party-in-a-Box• Flowers• Gifts• Phone Calls
![Page 13: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/13.jpg)
Live the Southwest Way
2. Have a Warrior Spirit
![Page 14: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/14.jpg)
•We were born of innovation
• Employees are not afraid to innovate because they trust
Innovate
![Page 15: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/15.jpg)
Fight to be the Best
• The 10-minute turn
• The $13 Fare War
• Wright Fight
![Page 16: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/16.jpg)
Rally Cry
• Our People work best when working towards a common goal
– Operation Kick Tail
– Gimme Five
– September 11th
![Page 17: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/17.jpg)
Live the Southwest Way
3. Have a Fun-LUVing Attitude
![Page 18: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/18.jpg)
Starts at the Top
Our Collective Heart
Malice in Dallas
![Page 19: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/19.jpg)
![Page 20: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/20.jpg)
“At Southwest Airlines, we take the competition seriously,
but we don’t take ourselves seriously”
![Page 21: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/21.jpg)
Company Celebrations
• Spirit Parties
• Chili Cookoff
PHOTO OF PARTY
• Company Anniversaries
• Halloween
![Page 22: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/22.jpg)
Party Like It’s 2007
![Page 23: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/23.jpg)
Okay, Southwest has Culture, but what do we get?
![Page 24: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/24.jpg)
Act/Think Like Owners of the Company
• Profit Sharing
• 401(K)
• Listen to Employees’ Ideas
Started the first profit-sharing plan in the U.S. airline industry in 1973. Through this plan and others, Employees own at least 10
percent of the Company stock.
![Page 25: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/25.jpg)
•Create & Innovate
•Make a Positive Difference
•Work Hard & Have Fun
•Get out of Town
•Learn & Grow
•Stay Connected
•Get Healthy
•Be Wealthy
Freedom
![Page 26: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/26.jpg)
• Free to be ourselves
• Free to do the right thing
• Free to make our Customers laugh and smile
Let it Ring
![Page 27: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/27.jpg)
36 Years
1971 20073 cities, 1 state 63 cities, 32 states
18 daily flights/day 3,200+ flights per day
3 airplanes 483 airplanes
195 Employees More than 32,000 Employees
![Page 28: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/28.jpg)
It’s All About the Employees
![Page 29: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/29.jpg)
![Page 30: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/30.jpg)
The Customer Isn’t Always Right
• Value your Employees
• Believe in them and show you care
• Broaden their knowledge
![Page 31: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/31.jpg)
![Page 32: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/32.jpg)
![Page 33: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/33.jpg)
![Page 34: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/34.jpg)
![Page 35: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/35.jpg)
![Page 36: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/36.jpg)
Communicate
• Who are you?
• Do your Employees know?
• Do you have a consistent message?
![Page 37: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/37.jpg)
Knowledge is Power
• Message to the Field
• Today@SWA
• LUV LINES
• Departmental Publications
• Days in the Field/Walk A Mile in my Shoes
• Weekly CEO Message – Shout Outs
![Page 38: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/38.jpg)
Ambassadors
As we grow, our philosophy doesn’t change, just our tactics
– Turning Southwest fans into fanatics– Creating Customer evangelists for the
brand– Nurturing the trust built among the
Employees (we are a family)
![Page 39: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/39.jpg)
Culture Committee
100+ people across the Company representing all job functions, levels of leadership, and tenure
Group’s goal is to:• Help create the Southwest Spirit and Culture where
needed• To enrich it and make it better where it already exists• To liven it up in places where it might be “floundering”
![Page 40: It’s So Simple But Not Always Easy How Southwest Airlines Keeps its Employees Flying High](https://reader036.vdocuments.site/reader036/viewer/2022062801/56649e625503460f94b5e5e6/html5/thumbnails/40.jpg)
Spread the LUV