Southwest Airlines Case Study
Prepared by Byron Lilly, Instructor, Business Department, De Anza College
The Instructor is grateful to Ryan Stanley of the Foundation for Enterprise Development, and Thomas A. Kochan of the Institute for Work and Employment Research, MIT Sloan School of Management, whose articles were used extensively in the preparation of this case study. See the references at end of this case study for a full citation.
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Company Profile
Southwest Airlines is the fifth largest airline company in America, operating more than 2,100 flights per day and carrying over 44 million passengers a year to 50 different cities all over the United States. Southwest boasts the best on-time record, best baggage handling, and fewest customer complaints in the airline industry and won the industry's Triple Crown award for Best Airline five times in a row from 1992-96. It was founded on a belief that the short-haul passenger – and especially......
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