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The Quirky Culture of Southwest Airlines
1. THE QUIRKY CULTURE of
Guy Sack, Ru Cheng, Kristina Corniel, Rose Hastings,
Kelly Rudnitski, Brandon Soltwisch, & Da Yu
Dept. of Organization & Leadership, Teachers College, Columbia University
4. THE PRESENT - Schein’s 4 Levels of Culture
Artifacts:
- Rocking chairs throughout the office
- Pajama-wearing encouraged
- Employee party photos up on the walls
- Facebook & Twitter
- Tickets for Time program
- #1 in Customer Service (DOT)
Behaviors:
- Low turnover rates
- Friendliness
- Volunteering
- Rewarding employees with parties
5. THE PRESENT - Schein’s 4 Levels of Culture
Values:
- Shared goals, shared
knowledge and mutual respect
- Doing the right thing
- Having fun
Underlying Beliefs:
- Egalitarian
6. THE FUTURE
Challenges:
- Regulation and Security
- Rising Fuel Costs
- Brand Image Impact
- Slowing Economic Growth
- Intense Competition
Opportunities:
- Acquisition of AirTran
- International Expansion
- Expansion into the Freight Air
Business
- US Economy Slowdown
- “Today we're going to talk about SW Airlines' culture. Our presentation mainly consists of 4 parts, the BLM model, the past, the present, and the future. We'll start by reviewing the BLM model with a focus on culture, then introduce SW's past and historical culture. After that we'll talk about what their culture looks like today, and we'll end by discussing the challenges and opportunities of SW's culture in the future as they grow and expand."
SW Airlines founders and the culture they created at the beginning of the company's history
Tied into "enacted" vs. "espoused" values
“Organizational culture" on the BLM
"As a transformational element, it has a significant impact on the rest of the aspects in the model“
- Culture in terms of Schein’s 4 levels
- Information hierarchy
- Flexibility
- Do it right the first time.
Employees are the first customer, passengers are the second.
What challenges and opportunities does SW's culture face in the future, in light of acquisitions, expansion, and the external environment?
