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SOUTHWEST AIRLINES
You have to be compassionate to internal and external…
SOUTHWEST AIRLINES
You have to be compassionate to internal and external customers, and have a positive attitude and great sense of humor
Main dates
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2000
Leader in BWI (34%), displaces previous leader US airlines
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Operations structure
One of the best customer's service: awards, lowest level of delays, fewest complaints, fewest lost bags, lowest fares
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Operations coordination
decentralized - devided control by employees on site: coordinators, supervisors and operations agents
Manager responsible system-wide traffic flow at Dallas headquarters - Supervisors On Duty (SOD). They cooperate with local supervisors on sites
Operations supervisora (ops) are responsible for preventing upcoming and possible problems with traffic. They design solutions with SOD
Ops supervisors mentor ops agengts, helping them on gates. The number of ops agents are on much higher level then in other airlines
Ops agents coordinate all aspects of flights turnaround - from beginning to end, in order to provide eggiciency and speed
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Coordinator's room with ops coordinators - the nerv of center. They coordinate all activity and communicate with headquartges in Dallas, all ops supervisors, agents and pilots on flights