Southwest Airlines: Using Human Resources for Competitive Advantage (A)

Southwest.  When I just hear the word I immediately relate it to great customer service and happy employees.  I also relate that word with reliable and a great deal.  This kind of reaction is exactly what a company is always, or should always be, striving to receive.  I think the numbers alone will speak for themselves when Southwest is examined.  They came in and dominated right away.  Why is this?  This is because of their constant commitment to their customers.  This company is a clear and great example of a company that has its customer in its mind as its first priority.  These kind of business practices always and will always lead to a great business.

There is a lot that can be learned from southwest; too much to be discussed here.  One point that I would like to point out is that their training is a very important process for them.  They realize that without their employees the company would be non-existent.  They are constantly going through a rigorous training and the employee is the direct recipient of this.  The employees are satisfied with the service that they are provided and in turn the company keeps their business.  The employees take pride in their job and this affects the company directly.  That is just one example of the many things that southwest is doing that all companies can learn from.


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