E M M A L I E B E A M A NM O L 6 2 4

“The High Performance Team of the Skies”

• Rollin King, John Parker, Herb Kelleher

• First What, Then How : A Simple Mission

• Humble Beginnings• Road Blocks on the Runway• Job Qualifications: Must Have Fun

“Herb, Let’s Start An Airline.”“Rollin, you’re crazy. Let’s do

it!” (p.15)

AN ENTREPRENEUR, A BANKER, & A LAWYER WALK INTO A ROOM….

TEAM FRAMEWORK

“King set the standard for getting connected to the front-line people by making a day in the field a common occurrence at Southwest, even in 1971” (p. 41)

OPERATING PROCEDURES• Transparency

• Rewards & Recognition : “Celebrate Everything”

• Servant Leadership

• High Employee Morale = High Customer Satisfaction

“Southwest Employees apply common sense, not rules when it’s in the best interests of the

customer” (p.88)

GOOD? NO. GREAT? YES!

• Hedgehog Concept• Interstate Airline• Low Fares, Free Checked Bags• Employee Decision Making

Empowerment• Boeing 737, Other Planes Need Not

Apply• 20 Minute Turn Around Time

“Employees have the flexibility and the willingness to step outside previously defined job categories and do whatever it takes to get a flight out on time” (p.60)

SOUTHWEST AIRLINES & TEAM MONEY

• Transparency• Trust• Humor!• Celebrate Everything!• Mutual Accountability

“Moneyyyyy”