Southwest Airlines Way

"If you look at Southwest Airlines, and I admire what they do, they''ve been the most successful airline in the industry."--Gerard Arpey, CEO, American Airlines"Through extensive research Jody Hoffer Gittell gets to the bottom of what has sustained Southwest Airlines'' positive employee relations and high performance through good and bad times."--Thomas A. Kochan, professor, MIT Sloan School of Management, MIT Global Airline Industry ProgramIn an industry with losses in the billions, Southwest Airlines has an unbroken string of 31 consecutive years of profitability. The Southwest Airlines Way examines how the company uses high-performance relationships to create enormous competitive advantage in motivation, teamwork, and coordination among employees. It then goes further to show how any company can foster these powerful cooperative relationships and explains how to:Lead with credibility and caringInvest in frontline leadersHire and train for relational competenceUse conflicts to build relationshipsMake unions its partners, not its adversariesBuild relationships with its suppliers