This book offers management lessons from the world''s
most profitable airline. ''As a former Southwest insider, I often
wondered why other organizations couldn''t duplicate the business
model. Anyone who wants to understand how it works should read this
book'' - Libby Sartain, Senior VP of Human Resources, Yahoo.
''Professor Gittell has tackled one of the hottest and most
important topics in business circles today - why some airlines
continually fly high over the economic wreckage of the rest of the
industry'' - Thomas Winkelmann, VP - The Americas, Lufthansa German
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 Program."Fortune" magazine calls Southwest
Airlines "the most successful airline in history." In an industry
that regularly loses billions of dollars, Southwest has had 31
consecutive years of profitability. "The Southwest Airlines Way"
reveals the secret to Southwest''s remarkable success - high
performance relationships - and it creates enormous competitive
advantage in motivation, teamwork, and coordination among Southwest
employees. Based on Professor Jody Hoffer Gittell''s eight years of
field research, this book explores Southwest''s innovative policies,
strategies, and techniques, showing how these methods can be
implemented in any organization, and explains how to: lead with
credibility and caring; invest in frontline leaders; hire and train
for relational competence; use conflicts to build relationships;
and, encourage mutual respect among employees, managers, unions,
and suppliers.
關於作者：
Jody Hoffer Gittell is an assistant professor of
management at Brandeis University and faculty member of the MIT
Global Airline Industry Program. She focuses on human resources and
operations management, and frequently presents the results of her
work to managers, researchers, and policymakers.
目錄：
Preface to the Paperback Edition
Preface
Acknowledgments
PART 1
High Performance Relationships--
The Key to Southwest''s Success
Chapter 1: From Love Field to the World''s Most
Successful Airline
Efficiency
Quality
Controlled Growth
Demand for Reliable Low-Fare Travel
Competitive Threats
Success Factors--Leadership, Culture,Strategy, and
Coordination
Behind These Success Factors--High Performance Relationships
Chapter 2: How Southwest Uses High
Performance Relationships to
Overcome Strategic Challenges
The Productivity Disadvantages of Short-Haul Flying
Achieving Quick Turnarounds
Coordination through HighPerformance Relationships
……
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