CURRENT MISSION, GOALS AND STRATEGIES
Southwest Airlines' mission statement is the following (taken from www.southwest.com):
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.
To Our 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 within the organization that they are expected to share externally with every Southwest Customer.
Southwest's mission statement is brief and to the point. However, it lacks many of the components of a good mission statement. It does not address who its customers are, where the firm competes, whether the company is technologically current or not, whether the company is committed to long-term growth and financial health, and whether the company is responsive to social community, and environmental concerns. What it does address, however, is the company's philosophy, its self-concept, and concern for employees.
The company's distinctive competence is that it provides high quality services while being friendly, warm and engaging in the company's spirit and pride. Southwest is also very concerned for its employees. It believes that employees should come first before customers, and if the employees are trained correctly and are put in a stable work environment, Southwest believes that the concern and care it shows for its employees will transfer over to the customers through the employees. As f ...