A Case Study
Adarsh | Divij | Abhishek | Chhavi | Mani
World’s largest low
Established in 1967, it is headquartered in Dallas, Texas
“Make Love. Not War.” had become its theme – called as “ Love
Has ‘LUV’ as its stock ticker symbol as well!
The Southwest Model
SW airlines has always focused on the
domestic airline market of the US with
complete focus on being efficient and a
leader in the short haul flight markets.
Also, it targeted margin expansion as one
of its goals in 1997.
Its mission includes dedication to the
highest quality of Customer Service at
Several means to attain the objectives –
Less travel agency exposure – less
Emphasis on less crowded secondary
airports allowing easier expansion.
Brilliant labor relations of the company.
A “Positively Outrageous Service(POS)”
strategy for providing top quality service.
dominating the ones having high
A “loose-tight” design’s concept with
respect to employees and rules
Being the best as far as price,
convenience and service to customers are
Placing special emphasis on employee
relations , training employees and a
rigorous selection process(less than 5%
selection rate) ensures that they always
get the best employees who replicate the
good behavior as they receive from the