Using the Power of Relationships to Achieve （使用的力量关系来实现）.PDF

THE SOUTHWEST AIRLINES WAY Using the Power of Relationships to Achieve High Performance JODY GITTELL JODY GITTELL is an assistant professor at Brandeis University. Dr. Gittell is also a faculty member of the MIT Global Airline Industry Program. Her area of specialization is in human resources and service operations management. Dr. Gittell is a frequent speaker at airline industry conferences. SUMMARIES.COM is a concentrated business information service. Every week, subscribers are e-mailed a concise summary of a different business book. Each summary is about 8 pages long and contains the stripped-down essential ideas from the entire book in a time-saving format. By investing less than one hour per week in these summaries, subscribers gain a working knowledge of the top business titles. Subscriptions are available on a monthly or yearly basis. Further information is available at . The Southwest Airlines Way - Page 1 MAIN IDEA By any measure, Southwest Airlines has been the standout success story of the U.S. airline industry. Among its accomplishments: n In a highly volatile industry, Southwest has been profitable every year except for the year in which it was established. That means by 2003, Southwest has been profitable for 31 years. n For most of 2002, Southwest’s $9 billion market capitalization has exceeded the combined market capitalization of every other U.S. airline. n Southwest rates consistently high in Fortune Magazine’s “100 Best Companies to Work For in America” and from 1992 to 1996 also won the airline industry’s “Triple Crown” – the fewest delays, complaints and mishandled bags.