The Southwest Airlines way : using the power of relationships to achieve high performance / Jody Hoffer Gittell.
Management lessons from the world's most profitable airline "If you want to understand how one organization can change the competitive rules of the game for an entire industry, read this book."--James L. Heskett, Baker Foundation Professor, Harvard Business School and Coauthor of &quo...
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Full Text (via EBSCO) |
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| Format: | eBook |
| Language: | English |
| Published: |
New York :
McGraw-Hill,
©2003.
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Table of Contents:
- pt. 1. High performance relationships
- the key to Southwest's success. From Love Field to the world's most successful airline
- How Southwest uses high performance relationships to overcome strategic challenges
- Southwest versus American Airlines
- the power of relational coordination
- How relational coordination works in other industries
- the case of health care
- pt. 2. Ten Southwest practices for building high performance relationships. Lead with credibility and caring
- Invest in frontline leadership
- Hire and train for relational competence
- Use conflicts to build relationships
- Bridge the work/family divide
- Create boundary spanners
- Avoid finger pointing
- measure performance broadly
- Keep jobs flexible at the boundaries
- Make unions your partners, not adversaries
- Build relationships with your suppliers
- pt. 3. Building high performance relationships
- and keeping them. How the ten Southwest practices reinforce or undermine) each other
- Learning from Southwest
- efforts by American, Continental, United, and JetBlue
- Thriving under pressure
- Southwest's response to September 11 and other crises
- Implementing high performance relationships in your organization.