Southwest Airlines is a major US airline headquartered in Dallas, Texas. It has been successful due to its willingness to innovate, cultivating a culture where employees are highly valued, and maintaining high employee productivity. Southwest's culture is characterized by treating employees like family and focusing on customer service, fun, and equality. This culture has helped Southwest achieve its vision of being the world's most loved, efficient, and profitable airline.

1. SouthWest Airlines
Case Study on
Organizational Behaviour

2. O
U
R
T
E
A
M
NISHAN ARYAL PRAGYA REGMI PRALAHAD
KHANAL
PUJA SHRESTHA PRAYASH KC SUJITA SHAKYA

3. COMPANY OVERVIEW
 major American airline headquartered in
Dallas, Texas, and is the world's largest low-
cost carrier.
 Provides scheduled air transportation.
 Serves appropriately 101 destinations in US
and 10 additional countries.

4. MILESTONE TO SUCCESS
 Willingness of its leadership to be innovative
 Cultivate the culture of treating the
EMPLOYEES as company’s valuable asset
 High employee productivity
 Bound by Love rather than by fear

5. PURPOSE
We exist to connect people to WHAT’S
IMPORTANT IN THEIR LIVES through
 Friendly
 Reliable
 Low Cost

6. MISSION OF
SWADedication to the highest
quality of Customer Service
delivered with a sense of
warmth, friendliness,
individual pride, and
Company Spirit.

7. VISION
To be the World’s Most
Loved, Most efficient, and
most profitable airline
PURPOSE
Connect people to what’s
important in their lives through
friendly, reliable, low-cost air
travel.

8. Adopt operative principle of
“ employees come first and customer
come second “
Key element of South West Airlines
cultures:
• Fun atmosphere and work environment
• High Consumption and numerous
incentive
• “Can do “ attitude
• Cost Consciousness
• Empowerment of employees
Culture of SWA

9. leadership implies influencing employees to voluntarily pursue
organizational goals
How does SWA create value for
employees
Decentralized power
• Performance rewards
• Team work
• Participation
• Commitment
• Affiliation
Culture
committee
Parties and
contest
Collectivism
use of "WE"

10. Key Values
Family: Team Spirit
Equality: “We're all one rather than We're us and you are you“
Dedication: Sense Of pride, Warmth, Friendliness
Fun: “I love to come each day (….) " Let's us have fun.
Customer Service: How many airline do you know that send birthday and
valentine's day card to customers.
Organizational Culture and Key Cultural
Values

11. Warrior
Spirit
KEY STRATEGY
Strive to the best
Display a sense of urgency
Never give Up
Live the Southwest Way
Servant’s
Heart
Follow the Golden rule
Treat others with respect
Embrace out Southwest Family
Fun LUVing
Attitude
Be a passionate Team Player
Don’t take yourself too seriously
Celebrate successes
Work
Safely
Follow standard operating procedure
Identify and report hazards
Request and comply with regulations
Work the Southwest Way
WOW Our
Customers
Deliver world class Hospitality
Create memorable connections
Be famous for friendly service
Keep Low
Costs
Show up and work hard
Protect our ProfitSharing
Find a better way

14. STRENGTHS
• Leading Position in the US
aviation industry
• Operational efficiency
• Lower Prices
• Focus on Customer Service
• Healthy Profit margins
OPPORTUNITIES
• Strong air travel demand
• International expansion
• Partnership with international
Brands
• Diversifying into related
services
WEAKNESSES
• Limited International operations
• Operational costs affecting net
income
THREATS
• Competitive pressure
• Growing operational costs
• Regulatory pressures and taxes
• Legal issues
SWOT ANALYSIS

15. Organizational Cultural Profile
CUSTOME
R
ORIENTE
D
CULTURE
PEOPLE
ORIENTE
D
CULTURE
SERVICE
ORIENTE
D
CULTURE
TEAM
ORIENTE
D
CULTURE

16. This is how SWA replies to their
Competitors
CAN YOU NAME THE AIRLINES
WITH LOW FARES
ON EVERY SEAT
OF EVERY FLIGHT,
EVERYWHERE IT FLIES

17. Inverted Pyramid Approach
Customer
Employees
Management

18. Positive Impact
 Reinforcement
 Blostering the contribution of
human resources
 Inspiring and motivating the
employees
 Restrains the people’s behaviour
 Providing the incentives
 Innovation
 Cohesive and radiation effect
Negative Impact
 Changes in technology
 Employee’s Behaviour
 Unpleasant culture
 Quality work
Impact of Culture on
Organization

19. T H A N K S