Southwest Airlines Way Using the Power of Relationships to Achieve High Performance

ISBN-10: 0071396837
ISBN-13: 9780071396837
Edition: 2003
List price: $24.95
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Description: The original low cost operator, Southwest Airlines is now one of the world's most profitable airlines. This book examines the relationship-based performance principles & innovative management that have driven this company to the top of the league.

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Book details

List price: $24.95
Copyright year: 2003
Publisher: McGraw-Hill Companies, The
Publication date: 12/19/2002
Binding: Hardcover
Pages: 319
Size: 6.25" wide x 9.00" long x 1.25" tall
Weight: 1.430
Language: English

The original low cost operator, Southwest Airlines is now one of the world's most profitable airlines. This book examines the relationship-based performance principles & innovative management that have driven this company to the top of the league.

Preface
Acknowledgments
High Performance Relationships--The Key to Southwest's Success
From Love Field to the World's Most Successful Airline
Efficiency
Quality
Controlled Growth
Demand for Reliable Low-Fare Travel
Competitive Threats
Success Factors--Leadership, Culture, Strategy, and Coordination
Behind These Success Factors--High Performance Relationships
How Southwest Uses High Performance Relationships to Overcome Strategic Challenges
The Productivity Disadvantages of Short-Haul Flying
Achieving Quick Turnarounds
Coordination through High Performance Relationships
Other Possible Responses to the Same Challenges
Summing Up
Southwest versus American Airlines--The Power of Relational Coordination
Communication
Relationships
Coordinating through Relationships
Southwest versus Continental, American, and United: Relational Coordination Pays Off
Findings
Improving Both Quality and Efficiency
Why Relational Coordination Works: The Power of Collective Identity
How Relational Coordination Works in Other Industries--The Case of Health Care
The Challenge of Coordinating Patient Care
Performance Effects of Relational Coordination
Findings
When Relational Coordination Matters Most for Performance
Summing Up
Ten Southwest Practices for Building High Performance Relationships
Lead with Credibility and Caring
Leadership at Southwest Airlines
Leadership at Continental Airlines
Leadership at United Airlines
Leadership at American Airlines
Southwest's Leadership Transition
Southwest's Top Management Team
Summing Up
Invest in Frontline Leadership
Supervision at Southwest Airlines
Benefits of High Supervisory Staffing Levels
Supervision at Continental Airlines
Supervision at United Airlines
Supervision at American Airlines
The Southwest Difference
The Case for Reduced Supervisory Staffing
The Case for Increased Supervisory Staffing
Summing Up
Hire and Train for Relational Competence
Hiring and Training at Southwest Airlines
Benefits of Hiring for Relational Competence
Hiring and Training at United Airlines
Hiring and Training at Continental Airlines
Hiring and Training at American Airlines
Summing Up
Use Conflicts to Build Relationships
Conflict Resolution at Southwest Airlines
Benefits of Conflict Resolution
Conflict Resolution at United Airlines
Conflict Resolution at Continental Airlines
Conflict Resolution at American Airlines
How Conflict Resolution Evolved at Southwest
Summing Up
Bridge the Work/Family Divide
Encouraging Employees to Be Themselves at Work
Recognizing Personal Pain and Triumph
Employee and Family Identification with the Organization
The Culture Committee
Giving to the Community
Efforts to Bridge the Work/Family Divide
Preventing Work from Overwhelming Family and Community
Summing Up
Create Boundary Spanners
Boundary Spanning at Southwest Airlines
Benefits of the Boundary Spanner Role
Boundary Spanning at United Airlines
Boundary Spanning at Continental Airlines
Boundary Spanning at American Airlines
Southwest's Boundary Spanners in Action
The Boundary Spanner as Relationship Builder
Summing Up
Avoid Finger Pointing--Measure Performance Broadly
Performance Measurement at Southwest Airlines
Benefits of Cross-Functional Performance Measurement
Performance Measurement at United Airlines
Performance Measurement at Continental Airlines
Performance Measurement at American Airlines
Accountability versus Learning
A Different Approach to Performance Measurement at Southwest
Summing Up
Keep Jobs Flexible at the Boundaries
Job Flexibility at Southwest Airlines
Benefits of Job Flexibility
Job Flexibility at Continental Airlines
Job Flexibility at United Airlines
Job Flexibility at American Airlines
Why Flexible Boundaries Are So Uncommon
Summing Up
Make Unions Your Partners, Not Adversaries
Labor Relations at Southwest Airlines
Labor Relations at Continental Airlines
Labor Relations at United Airlines
Labor Relations at American Airlines
Summing Up
Build Relationships with Your Suppliers
Partnering with Airports
Partnering for Security after September 11, 2001
Partnership Challenges
Partnering with Air Traffic Control
Partnering with Aircraft Manufacturers
Benefits of Partnering with Your Suppliers
Summing Up
Building High Performance Relationships--And Keeping Them
How the Ten Southwest Practices Reinforce (or Undermine) Each Other
Lead with Credibility and Caring
Invest in Frontline Leadership
Hire and Train for Relational Competence
Use Conflicts to Build Relationships
Bridge the Work/Family Divide
Create Boundary Spanners
Measure Performance Broadly
Keep Jobs Flexible at the Boundaries
Make Unions Your Partners, Not Adversaries
Build Relationships with Your Suppliers
Summing Up
Learning from Southwest--Efforts by American, Continental, United, and JetBlue
Efforts by Other Airlines to Learn from Southwest
American Airlines
Continental Lite
The United Shuttle
JetBlue Airways
Summing Up
Thriving under Pressure--Southwest's Response to September 11 and Other Crises
Resilience in the Face of Competition
Resilience in the Face of Growth
Response to the Crisis of September 11, 2001
US Airways' Response
American Airlines' Response
Continental Airlines' Response
Southwest Airlines' Response
Layoffs as a Response to Crisis
The Role of Financial Reserves
Summing Up
Implementing High Performance Relationships in Your Organization
Lead with Credibility and Caring
Invest in Frontline Leadership
Hire and Train for Relational Competence
Use Conflicts to Build Relationships
Bridge the Work/Family Divide
Create Boundary Spanners
Measure Performance Broadly
Keep Jobs Flexible at the Boundaries
Make Unions Your Partners, Not Adversaries
Build Relationships with Your Suppliers
Maintain Financial Reserves
Summing Up
Appendixes
Endnotes
Index

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