HR Digest

DECEMBER 26, 2019

Julie Weber, Vice President and Chief People Officer, Southwest Airlines. Julie Weber, Vice President and Chief People Officer, Southwest Airlines. Julie Weber passionately believes in the Employee First philosophy of Southwest Airlines that has made it one of the leading airlines of the United States.

Mayo 98

Mayo Human Resources Airlines Agility 98

Lead Change Blog

APRIL 23, 2020

Regarding the powerful effect of leaders showing vulnerability to their teams, Colleen Barrett, president emeritus of Southwest Airlines has said, “People admire your strengths, but they respect your honesty regarding your vulnerability.”. A little bit of understanding goes a long way in building trust in turbulent times. R esilience.

Collins 202

Collins Crisis Leadership Airlines 202

The Horizons Tracker

SEPTEMBER 22, 2022

The researchers managed to discover three core principles for successfully linking executive pay to climate metrics: Align executive pay with corporate strategy and value creation over the long term. Use actionable performance measures that reflect the added value that management can bring to influence them.

Metrics 87

Metrics Execution Supply Chain Incentives 87

Skip Prichard

JANUARY 14, 2020

As someone who has spent their career going inside organizations that do customer service extremely well – from Nordstrom, USAA, Southwest Airlines, Zappos , L.L. Southwest Airlines creatively spells words such as “luv” in its mission statement and internal documents. Legendary stories. No “not my job.”.

Airlines 108

Airlines Mission Statement Customer Loyalty Mayo 108

The Idolbuster

JANUARY 7, 2013

While a few companies like Southwest Airlines have a no layoff policy, this should not be taken as a lifelong commitment – there is nothing to prevent layoffs in the future. A relationship with a true community works in two direction; if you support the community it will support you in return.

Long-term 44

Long-term Airlines Bond Commitment 44

Modern Servant Leader

NOVEMBER 8, 2012

You think Servant Leadership doesn’t work “in the real world” I guess organizations practicing servant leadership like Southwest Airlines, Vanguard, REI, U.S. We’re cowards because we know what is right, what is necessary to lead successfully in the long-term, but we fail to do it.

Reis 198

Reis Airlines Education Long-term 198

Lead Change Blog

APRIL 4, 2016

Leaders face “El Niños”: market downturns, a coup in Africa, airline strikes, terrorist attacks. In fact, firing customers at times can also be the healthiest long-term fertilizer for a vibrant business. You name it. A great leader takes all precautions and then remains flexible and ready for the unexpected. Accountability.

Scenario Planning 150

Scenario Planning Airlines Leadership Fashion 150

Skip Prichard

DECEMBER 13, 2021

What would it take for you to, as the airline safety analogy aptly puts it, ‘fit your own oxygen mask first’? Secondly, put in a long-term plan to achieve it, for everyone in your company, and with you as that all important role model. What would it take for you to be that one person when it comes to wellbeing?

Stress 122

Stress Absenteeism Airlines Definition 122

Curious Cat

MAY 30, 2017

This has happened numerous times for major airlines in the last few years. The concept of 100 and 500 year floods is to help us make decisions about long term planning and risks. What is successful now is dependent on the larger system and the conditions that impact that system.

Airlines 65

Airlines System Short-term Long-term 65

Leading Blog

JULY 25, 2019

Continuous optimization, both on the operational side and the customer side, is good and important -- in the short term. Whatever is currently at the core of the company today, making up the majority of the top and bottom lines, won’t remain the same in the long run. It pays the rent.

Innovation 225

Innovation Organization Bottom-up Open-book 225

CO2

FEBRUARY 2, 2017

As I was being checked in by SAS Airlines (the airline you might have read about at Harvard Business School), the woman at the counter realized she did not have a priority luggage tag, so she hopped over two other stations to fetch a handful. In general, the Geneva airport runs like a Swiss watch, as the saying goes. Checklists work.

Management 78

Management Airlines Efficiency Long-term 78

Deming Institute

FEBRUARY 17, 2020

An airline hiring trainers to train their staff on dealing with irate customers is a first level fix. Asking why 5 times and using the PDSA improvement cycle are two useful strategies to achieve reliable improved results for the long term. But using those tools well within a well designed management system provides great value.

Airlines 46

Airlines Tools Quality System 46

The Horizons Tracker

JULY 21, 2020

Despite these benefits, however, there was also concern expressed about the potential for this form of working to become long-term. It’s a finding that Frey believe mirrors the challenges lower-skilled workers face in terms of technological change, with the 20th century significantly favoring skilled workers.

Long-term 94

Long-term Travel Airlines Technology 94

HR Digest

OCTOBER 17, 2020

At this moment, most organizations are focused on helping their customers and employees with immediate safety and security needs, recognizing the immediate short-term financial impact on their end goals. The move is aimed at leading by example, motivating employees and ensuring business viability in the short-term.

Short-term 59

Short-term Committee Incentives Long-term 59

Modern Servant Leader

FEBRUARY 28, 2012

Branson is the founder and head of Virgin Group (including Virgin Atlantic Airlines, Virgin Megastores and literally hundreds of other organizations). This was the origin of Branson’s term, “Capitalism 24902″ – capitalism for the earth and all our stakeholders – not just fiscal profit.

Books 199

Books Servant Leader Review Airlines 199

HR Digest

OCTOBER 17, 2020

At this moment, most organizations are focused on helping their customers and employees with immediate safety and security needs, recognizing the immediate short-term financial impact on their end goals. The move is aimed at leading by example, motivating employees and ensuring business viability in the short-term.

Short-term 52

Short-term Committee Incentives Long-term 52

Chart Your Course

OCTOBER 27, 2014

Entrepreneurs willing to invest the time and effort into satisfying the most valuable component of their business are setting themselves up for long-term success. An airline sending text messages to customers about flight delays or billing departments sending reminder of upcoming invoices are two examples of anticipatory service.

Quality 182

Quality Succession White Paper Customer Loyalty 182

CO2

FEBRUARY 2, 2017

As I was being checked in by SAS Airlines (the airline you might have read about at Harvard Business School), the woman at the counter realized she did not have a priority luggage tag, so she hopped over two other stations to fetch a handful. In general, the Geneva airport runs like a Swiss watch, as the saying goes. Checklists work.

Management 60

Management Airlines Efficiency Long-term 60

Coaching Tip

OCTOBER 28, 2015

And if the organization can't change, there is no long-term success. This approach is patterned on the airlines empowering their pilots to cancel a flight if they believe something is wrong. We have been conditioned to resist change, especially when it requires us to get out of our comfort zone, so it's a tough nut to crack.

Health Care 70

Health Care Management Airlines Long-term 70

The Center For Leadership Studies

MARCH 29, 2021

The terms that are typically offered to describe his approach to life do not require a whole lot of intellectual versatility to wrap your head around. He worked as an interior mechanic for Continental Airlines and found a wallet a passenger had left behind in a first-class seat pocket. I have two others that aren’t far behind.

Leadership 95

Leadership Document Airlines Learning-by-Doing 95

Coaching Tip

DECEMBER 27, 2012

Contrary to the views of its critics, capitalism, in the long run, is not a zero sum game of greed at the expense of others. SouthWest Airlines has brought the freedom to fly to ordinary people through lower priced airfares and efficient operations. The Container Store strives to make people with adult attention deficit (A.D.D.)

Emotional Intelligence 84

Emotional Intelligence Short-term Long-term Price 84

Lead on Purpose

NOVEMBER 10, 2012

Businesses without long-term goals, a clear strategy and good communication between departments struggle to thrive. Kevin Panozza started a SalesForce in Australia out of the ashes of a failed airline he used to work for. What is different about strategic leadership? Leaders that Change the Game.

Leadership 227

Leadership Education Short-term Competitive Advantage 227

Tanveer Naseer

SEPTEMBER 17, 2013

The idea of what we focus on was one of the central themes of my talk on what leaders need to address in terms of managing the various challenges their organization faces or will face going forward. That this is something that only we could do. That this is something that only we could do.

Organization 274

Organization Conference Audience Globalization 274

Modern Servant Leader

FEBRUARY 17, 2016

America’s largest airline and the most profitable – the airline that love built. Southwest Airlines, has been touted as a servant leadership company as well. Servant leadership has proven successful and has a positive impact for the long term, time and again. So this stuff’s been around a long time.

Leadership 100

Leadership Servant Leader Airlines Learning-by-Doing 100

Modern Servant Leader

FEBRUARY 17, 2016

America’s largest airline and the most profitable – the airline that love built. Southwest Airlines, has been touted as a servant leadership company as well. Servant leadership has proven successful and has a positive impact for the long term, time and again. So this stuff’s been around a long time.

Leadership 100

Leadership Servant Leader Airlines Learning-by-Doing 100

Coaching Tip

FEBRUARY 23, 2012

Consider how Southwest Airlines flight attendants are free to flex their creativity and sense of humor when walking passengers through safety procedures; their individual personalities bring an uplifting jolt to a mundane process. Sticking with Southwest Airlines, why do their flight attendants entertain their passengers?

How To 110

How To Airlines Media Innovation 110

Harvard Business Review

MARCH 20, 2014

In the case of Malaysia Airlines Flight 370, the most impressive fact few reporters choose to explore in any depth is that the Boeing 777’s engine was capable of communicating long after the pilots went silent. Because the airline had the option, but declined , to pay about $10 per flight for real-time access to it.

Airlines 8

Airlines Supply Chain Management Engineering 8

Harvard Business Review

OCTOBER 10, 2011

Southwest Airlines is often used as a case study for a well-run business: it's consistently more profitable than its competitors, it's very disciplined about how it operates, it's customers are happy. But recent actions are starting to erode the brand and customer happiness, potentially creating a long-term risk.

Airlines 10

Airlines Brand Short-term Price 10

Tanveer Naseer

OCTOBER 29, 2013

In fact, if we look at some of today’s successful companies – organizations like Zappos, Southwest Airlines, and The Container Store to name a few – we can see clear evidence that their leaders understand the importance of addressing this core psychological need.

Succession 273

Succession Maslow Motivation Airlines 273

Strategy Driven

MARCH 24, 2014

’ It was a police term for a summary of what was factual about your past – your record of events – mostly bad. MIXED RAP: American Airlines, Goldman Sachs, JC Penney, DISH Network. Culture is your long-term essence. All airlines are the same, except for their people. In short, it’s your ‘RAP.’

Reputation 52

Reputation Airlines Loyalty Customer Loyalty 52

LDRLB

MAY 26, 2014

Talk about some of the ideas that kind of led you both to wanting to write this book, and then we’ll get into what this term big bang disruption means. If you’ve been waiting for them to enter the market and start to establish their customers before you do anything, you’ve now waited too long. I’ve really enjoyed that for this book.

Early Adopters 60

Early Adopters Rogers Disruptive Innovation Innovation 60

Harvard Business Review

OCTOBER 22, 2012

Or his conviction that no American airline would have behaved the same way. Well, author and board director Nilofer Merchant has a similar story — involving a British airline. Anyone who does long-term planning. Stewards rapidly disassembled his seat and found the gold band. It's just common sense.

Airlines 8

Airlines Long-term Crisis Politics 8

Modern Servant Leader

OCTOBER 9, 2012

On a recent flight on Southwest Airlines, I read in their magazine an article by the current CEO of Southwest, who stated they make it a practice of hiring people with a “Servants Heart.” How did you learn of Servant Leadership? One of the texts was Robert Greenleaf’s booklet The Servant Leader.

Servant Leader 189

Servant Leader Mission Statement Greenleaf Leadership 189

Deming Institute

JULY 31, 2017

Might the appeal of “more for less” also attract consumers to Southwest Airlines’ policy of not charging baggage fees, while their competitors charge for stowed baggage, extra leg room, or, perhaps the ability to confirm seat reservations? After acknowledging his assessment, he inquired as to where I went for my haircuts.

Deming 31

Deming System Tools Airlines 31

Strategy Driven

JANUARY 21, 2011

Thinking long-term has led this retailer’s CEO to investigate real estate purchases at lower rates and to buy up high-end equipment now while the prices are low. Where can you find long-term strategies for your business? For Southwest Airlines, it was about how they could maintain the current schedule with fewer planes.

Real Estate 66

Real Estate Magazine Rogers Long-term 66

Harvard Business Review

JANUARY 16, 2018

Using data from Twitter (where one of us works), we designed an experiment to study customer service interactions in two industries that generate a significant number of customer service complaints: airlines and wireless carriers. This extra $9 can be thought of as incremental brand value the airline has gained in the customer’s mind.

Wireless 11

Wireless Airlines Brand Loyalty 11

Strategy Driven

JULY 25, 2012

I first saw this term used in the book Raving Fans by Ken Blanchard. Raving fan customers would wait in long lines; pay extra shipping fee; all for the service or product that their favorite company offers. Ask Zappos, ask Southwest Airlines, ask Apple, ask Jimmie Buffett and ask CMI (that is us). What is a Raving Fan Customer?

Team 52

Team BHAG Blanchard Airlines 52