Southwest Airlines Organizational Need Analysis
Columbia Southern University
“The mission of Southwest airlines is dedication to the highest quality of customer service delivered with a sense of warmth, friendliness, individual pride and company spirit.” (http://www.southwestonereport.com/2011/#!/thirty-thousand-foot-view/mission-and-vision). Southwest airlines have multiple mission statements that state customer service is their number one priority and delivering a quality product is one of their top goals. In order to be able to deliver a top quality product and deliver quality customer service, Southwest airlines is committed to their workforce and customers by encouraging personal growth for all employees as well as equal opportunity for all employees. Southwest airlines states it in their mission statement for employees; “We are committed to provide 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 with the organization that they are expected to share externally with every Southwest Customer” (http://www.southwestonereport.com/2011/#!/thirty-thousand-foot-view/mission-and-vision). In 2011 Southwest airlines created a new training department that leveraged their best practices while also maximizing resources to create the best learning environment for employees. To help accomplish this, the new department used coordination, consistency, continuous improvement, and community while keeping their legendary customer service in the core of the program. The new department has begun to consolidate many of the training programs that Southwest airlines have to be able to review, track, monitor and report the training. Upper-level, mid-level and employees allow for such training. Upper-level and mid-level...
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