Southwest

The Mission Statement

The mission statement of Southwest Airlines declares that it is "dedicated to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit." And to its employees, Southwest Airlines pledges a commitment "to provide our Employees a stable work environment with equal opportunity to learn and for 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 with the organization that they are expected to share externally with every Southwest Customer." (Southwest.com, 1998) The mission statement is prominently displayed everywhere within their system. The employees understand the mission statement because of the creative way the Employee Communication department distributed the new mission statement. “Every Southwest employee received a copy of the mission statement disguised as a prize in an oversized box of Cracker Jacks.” By such innovative means was the mission statement disseminated throughout the entire organization of Southwest Airlines.(Freiberg, 1996)

Southwest Airlines is a principal supplier of air transportation in the United States for the conveyance of passengers for business and leisure purposes. In accordance with its mission statement, Southwest Airlines has recognized the importance of customer service and has trained its employees to conform, in accordance with responsible awareness of their customers and their needs. Southwest Airlines "primarily provides short haul, high frequency, point-to-point and low-fare throughout the US. It has gained added exposure through an ability to continue to generate profit despite the presence of a very difficult economic environment, particularly in the airline industry." (Datamonitor, 2004)

With its primary focus on customer relations, Southwest Airlines has assumed...