The Southwest Airlines Way: Using the Power of Relationships to Achieve High Performance Book

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by: Jody Hoffer Gittell

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Customer Reviews
Average Rating: Rating: - The Southwest Airlines Myth Professor Hoffer-Gittel demystifies the successful Southwest Airlines business plan and in the process debunks the myth that Southwest's success is attributable to a non-union work force. In fact Southwest Airlines is one of the most highly unionized airlines in the U.S. Southwest is successful, in large part because they recognize the value of good relationships with their customers, their vendors and with their employees. Recommended reading for all managers, in particular airline managers who are seeking some inspiration and a plan to successfully emerge from the current economic crisis in the industry. Rating: - Enormously influential and immdiately useful After I read a business book I don't store it by subject or author. Instead I put it in one of three sections (four if you count the recycling bin). The first is for important manuscripts that I'm glad I've read and may go back to someday. The second is for the authors who've surprised me with an idea or phrase earning a page flag or a highlight. And the third is a messy stack (within arms reach) of books with numerous flags, dog-eared corners, notes in the margins and even a news clipping or three. I consider this third section my decision making "arsenal". I go to there often to get the firepower I need to keep myself or my clients moving in the right direction. I just added them up. Jody Hoffer Gittell's "The Southwest Airlines Way" has six flags, 29 dog-eared pages, about a hundred paragraph highlights. That's after my first reading (on the plane to New York). Next week I'll go through it again and (I'm sure) add some more. Then I'm confident it will deserve a place along side "The Service Profit Chain", "Maslow on Management", my collection of Mary Parker Follett's writings and 15 or 20 others (it's too messy to be exact) in my decision making arsenal for 2003 and beyond. I can't give anything five stars so don't hold that against the author (it's all those years of strict Catholic education). But if you are like me, trying to figure out how to create the requisite level of accountability without losing any of the switched on, highly adaptive, problem solving kind of teamwork you see in the best service organizations "The Southwest Airlines Way" will give you great firepower. 4 and one half stars! Laurence Haughton author of "It's not the big that eat the small...It's the FAST that eat the slow" Rating: - What An Encouragement!! My goodness, I sat down and opened this book at about 7:30 pm and before I knew it, wow, it was 10:30!!What makes this fact so very unusual is that I never read books pertaining to business! I'm normally a fiction reader with a few biographies thrown in. The writing had a very nice flow. Good content means nothing to me if the flow is not there. The author uses various words and sentence structures to keep the book moving. She does not stay on one topic forever and thus bore a reader to tears. It moves. The author presents many facts to back up what she states. You will learn some about the philosophy of how Southwest Airlines runs their business and thus you'll learn some reasons why it has become so very successful. She takes some elements within the philosophy of the company and gives some details pertaining to those elements. In some cases she will give an example of an element and show you how that element works within the philosophy. One of the ideas that I gathered from this book that I so very much appreciated was the fact that a core belief within their philosophy is that those who work for Southwest Airlines become family and the individual families at home of those who work for the company are also viewed as a part of the total Southwest Airlines family. The management actually cares for the people who work there and their individual families in their homes. What a concept!! As long as it doesn't hamper them getting their jobs done they are encouraged to be themselves at work. There's much more. Their philosophy has resulted in developing an airline that is over thirty years old now and has never-EVER-had one layoff!! Not One!! They protect their people as much as they can. The author will show that the philosophy works. For a great read that will leave you encouraged that a business can be both successful and protect their people you need to read this one.

The Southwest Airlines Way: Using the Power of Relationships to Achieve High Performance Book

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