Southwest Airlines Case Study Summary

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SOUTHWEST AIRLINES Olarte, Chow, Chan, Yada, Nakamura, Huang

TIM 431
Case Analysis
Southwest Airlines

Alyssia Ashley Olarte, Tori Ann Chow, Chi Ian Chan, Yuto Yada, Daniel Nakamura, Lena Huang

School of Travel Industry Management
University of Hawaii at Manoa
Spring 2018

Table of Contents
A. Introduction ........................................................................................... 3
History ........................................................................................ 3
B. Mission Statement .................................................................................... 4
Proposed Mission Statement...............................................................
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Vision statement should be less than two sentences, the goal that motivates employees, and the future that the company wants to become or achieve. According to article ACSI: Low-Cost Carriers Lead Legacy Airlines for Passenger Satisfaction (2017), the score of ACSI of Southwest Airlines is 80 and this is the second highest score in the industry; the top score is 82 of JetBlue.
The phrase “the world’s most loved, most flown” that Southwest Airlines provides can be thought as an achievable goal from this data and as proceeding to the goal, the loyalty of the company will become stronger (Southwest Airlines, n.d.). The vision statement of Southwest Airlines is clear, but could be more specific to something that is measurable.

Proposed Vision Statement We propose that our new mission statement should be “ To become the world’s most requested and most cost efficient airline with quality customer service .”. This version now has three measurable goals. We can measure the requests and quality through customer service and cost efficiency by looking at the company 's financials. Providing a simple and clear statement to customers and employees.
D. External Assessment:
1. External Audit/Assessment
a. Economic

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