Ayuen Gai
Prof. Barletta
BUS 470
Final Exam
Southwest Airlines
1. Is there anything that you find particularly impressive about Southwest Airlines?
Some of the things that I find particularly impressive about Southwest airlines is there decision to appoint Herb Keller their CEO and Chairperson, Herb’s management strategy, and their Love Marketing Strategy. I liked that they appointed Herb because he was passionate about Southwest airlines. He wasn’t a business man, but a lawyer who was willing to fight for the little guy. He stood up and fought for Southwest, even when the odds were against him, he had a warrior mentality and he brought this to Southwest airlines. I was impressed by Herb’s marketing strategy because it was very hands on. He visited maintenance personnel and talked to flight attendants. He liked to be among the troops rather than managing from his office. He listened, observed, and offered encouragement. Herb took care of his employees and in turn they took care of Southwest customers. The last thing that I found impressive about Southwest airlines was their Love marketing strategy. They had a continuous theme throughout there business that set them apart, because it brought fun and entertainment to what would be otherwise a mindless event. Where other companies provided similar amenities as Southwest, it was they fun of their amenities that I really liked, they had love birds rather than planes, love potions instead of drinks, love bites instead of snacks, and love machines instead of tickets.
2. What grade would you give Southwest management for the job it has done in crafting the company’s strategy? What is it that you like or dislike about the strategy? Does southwest have a winning strategy?
I would give Southwest an A in terms of culture. I am giving them an A because I like the fundamentals of their culture. The fight to survive is what created Southwest’s culture. They are were a new comer in a very competitive industry, and no one expected them to last the year let alone thrive as much as they have. Another Part of Southwest’s culture that I like is the principle that employees come first not customers. Herb said “you have to treat your employees likes your customers. When you treat them right then they will treat your outside customers right.” Herb Kellher is the living embodiment of Southwest airlines culture. And this can be seen with the message that is displayed in their Dallas headquarters “The people of Southwest are the creators of what we have become and of what we will be. Our people transformed an idea into a legend. That legend will continue to grow only so song as it is nourished by our people’s indomitable spirit, boundless energy, immense goodwill, and burning desire to succeed. Our thanks an our love to the people of Southwest airlines for creating a marvelous family and wonderous airline.” I believe that Southwest has a winning culture because it was founded on the ideals of family, fight for surviv...
