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Transcript of Southwest airlines
Oneders Southwest's Mission Who is Herb Kelleher? Dedication to the highest quality of customer service with a sense of warmth, friendliness, individual pride and company spirit.
To Our Employees- a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, employees will be provided the same concern, respect and caring attitude within the organization that they are expected to share externally with every Southwest customer. Chapter 12: Leadership History of Southwest Airlines Southwest began service in San Antonio and Houston Texas from Love Field in Dallas on June 18,1971
In 1989, became a major airline
In 2011, acquired Orlando-based AirTrain Airways
Ranked 167 in Fortune 500 Companies LUV Love Field in Dallas
In 1977, NYSE symbol changed to "LUV" What is Leadership? Authentic Leadership
Trust & Faith Ethics & Leadership Unethical Leaders
Serve Others Trust & Leadership Trust
Employee Co-founder / former CEO
Best CEO in America
Created logo Leadership Style Servant style leadership
Servant leaders are those that
“If the employees come first, then they’re happy…. A motivated employee treats the customer well. The customer is happy so they keep coming back, which pleases the shareholders. It’s not one of the enduring green mysteries of all time, it is just the way it works.” Herb Kelleher Everyone as a Leader Kelleher believes: The People Department Lowest turn over rate in airline industry
2011 - 193,636 resumes, 4,349 hired
Think outside the box "It is better to hire for attitude and train skills" Southwest uses group interviews first, then peer interviews: Training Leaders Emphasis on leadership development
Billions of dollars spent on leadership training and development.
People can be trained:
To develop an understanding about content themes critical to effective visions
To evaluate situations
Skills such as Southwest Airlines “Leadership Development is at the heart of our business, and we’re dedicated to cultivating terrific Leaders” University for people (U4P)
Leadership Southwest Style (LSS)
Next level Leadership
Managers in Training (MIT)
MIT 2 2011 Leadership Summit U4P hosted its 2nd annual Leadership Summit Conclusion As said before, Southwest values their employees and believes that the front line employees are the heart of the organization.
Developing a good relationship between management and employees is priority to achieve overall job satisfaction and productivity. Thank You Oneders 3 boeing 737 aircrafts Share informaiton
Stick to Ideals Integrity
Ability Trust Propensity Put others before themselves.
Care about their employees
Empower their people
Impart vision Leaders should be themselves
Everyone is a leader
All Employees should be heard
Employees should have a sense of ownership Computer program
“Right personality” from the “People”
Hire from the Heart Crayon, pizza box, hidden in cereal box, taped on Wild Turkey Humor to defuse a difficult situation
Tested for unselfishness and attitude
Unique Interviews interesting technique for interviewing pilots.
Gorilla Trust building and mentoring
Situation analysis In 2011, 59,000 + hours of Leadership training
800 new Leaders per year in LSS Leaders can emerge from within a group
as well as by formal appointment