Without a heart, it's just a machine

Presented By:Aakriti Gupta

Dhaval Makhwana

Dipsankha SahaPramey Zode

Rahul Contractor

Reema KujurRohan BharajVineet Vinod

Introduction

Southwest’s Principal Values

Creation of “Southwest” culture

Business Model

Disruptive Innovation

StrengthSimplicity in operational tacticsStrong technical and operational knowledge among employeesLow Cost per seat mile & Turnaround timeFriendly approach & Close Bonding with customersGreat working culture among employeesInnovative ideas to retain old customersFree baggage policy10 minute turn around time

Weakness•Baggage Handling

•No segmentation of services

•Dependant on a single airplane producer(Boeing)

Opportunities•Growing US Airline Industry• New International market•Partnership with foreign airliners•Expanding services to include services for leisure or business classes

Threats•Stiff competition from other airliners•Dissatisfaction among frequent travelers•Rising fuel and operational cost•Restricted fare seats•Copycat “Low cost” Airliners

Strategies

Creation of “LUV” brand

Comparison with other Airlines

5 CRM lessons to learn from SWA

Understand that you are in a service business

Customers first, employees secondAlways be polite and humbleEmpowerment of employeesBuild healthy relationships

Thank You!