Integrating Culture and Diversity in Decision Making: (Essay Sample)

Southwest Airlines
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Integrating Culture and Diversity in Decision Making
Introduction
Organizational culture is the fundamental nature of all companies. In addition, it is also the manner through which, the company separates itself from the market and their competitors. The company must develop a strong culture that will help it steer through challenges and driving it to success. According to Vasilache & Segal (2011), a corporate culture is a company’s personality that cannot be faked. However, many organizations find it appropriate to integrate culture and diversity in decision making in an attempt to manage and control different aspects that may hinder the organization from achieving desired goals and objectives. The analysis provides examines southwest’s culture and determines it contribution towards the overall company performance.
Description of the organization
Southwest Airlines is a leading American airline that began its operations in 1971 after its foundation by Rollon King and Her Kelleher. The company started its operations using three aircraft that served a limited number of cities within Texas. Currently, Southwest serves more than 96 destinations in the United States. After acquiring AirTran Airways in 2011, the company expanded its activities by launching international services in mid-2014. The use of passenger-friendly, point-to-point, and a low-cost operational strategy has enabled southwest to grow year after year and at the same time remain profitable. While southwest Airlines has managed to gain significant market share, its legacy carriers have undergone so much struggle because of market conditions that appear to be depressed. This market depression is also attributed to the fact that the airline industry has continued to experience expensive contracts, increased fuel costs and a reduction in demand. However, Southwest Airline has continued to grow because of the use of a business model that is free of frills (Southwest Airlines Co., 2009).
It is also worth mentioning that Southwest Airline is the largest low-fare carrier in America. The company’s friendly customer service, reliable operations, excellent corporate culture have also played a significant role in giving the Airline a competitive advantage over other players in the industry (Gittell, 2003).
Culture of the selected organization
Compared to other competitors, Southwest Airlines has better customer’s service far beyond other airlines. The main idea behind this strategy is embracing the idea that employees matter and the essence of good service and the idea trickles down up to the bottom level employees. The Airline facilitates a team-oriented culture through cross-training employees so that they can help each other when needed. First, ‘Fun First’ is a norm shared by the employees and the customers, and this provides an environment where there can be a good relationship between the employees and customers. This is an indication that employees have the freedom to exercise their responsibilities without the pressure from the management. According Wu (2012), employees in the organization are motivated through superb health coverage plan and most of all a huge benefit of $410, 000. This indicates that the employees are satisfied with the salary scale provided by the company.
As stated by Southwest Airlines Co. (2009), Southwest airline uses a unique culture that makes it easier for all company staff to extend an excellent service that conforms to customer requirements. In fact, the quality service offered by the staff has not only helped in ensuring that valued customers continue seeking for the company’s services, but has also played a great role in increasing the number of new clients. The management of Southwest Airline subjects its employees to a thorough training in an effort to improve their listening and communication skills. Gittell (2003) adds that employees are also trained on how to respond to a wide range of suggestion given by customers. The innovative programs that involve airline staff and customers provide both parties with an opportunity of discussing different methods of enhancing their lives and reducing operating costs. In addition, all employees at Southwest Airlines attach a lot of value on the need to maintain a good relationship with communities, customers, and suppliers.
Boguslaski, Ito & Lee (2004) assert that Southwest comprehends the significance of taking a completion serious and having fun. In short, southwest’s culture places much emphasis on the need of creating a relaxed corporate culture that encourages people to work while having fun. Most importantly, Southwest Airline understands that its staffs are the first customers, and the client is the second. The company’s management has also sensitized its flight attendants on the significance of telling jokes to passengers as a way of creating fun when traveling from one destination to another.
Signs of the identified culture
Looking at the manner in which Southwest Airline undertakes its operations, there is no doubt that the company is defined greatly by its culture. The airline’s founder explained the significance of taking good care of people regardless of whether a person is an employee to the company or a customer (Southwest Airlines Co., 2009). According to the CEO, few companies are not willing invest their money, time, efforts, and attention to proving that they care about the employees, but Southwest Airlines has made it through by using this strategy. In addition, the company has a set of values and becoming committed to them is a method used to get things done faster and efficient. Therefore, these values are an essential part of the organization's culture since they ensure employees take their responsibilities seriously.
Moreover, when a company understands and treats all people equally, there is a possibility that customers will be encouraged to continue utilizing the services offered by the Airline. Bearing in mind that Southwest’s rate of turnover is the lowest in the airline industry, it is an indication that the company exemplifies a corporate culture. Apart from training new employees for skills, southwest also devotes a substantial amount of resources to research, training, and development (Gittell, 2003).
Factors that caused the organization to embody this particular culture
According to Boguslaski, Ito & Lee (2004), many factors can be used to explain why Southwest Airline embodies this particular culture. Kelleher’s leadership style is the main factor that made the airline adapts its present culture. His form of leadership is still applied many years after he retired. The current company CEO affirms that the airline’s cultural longevity has proved to be one of the major accomplishments and a significant challenge as well. Another factor for adopting a winning corporate culture is linked to its ability in making everyone responsible for overall company performance. As stated by Wu (2012), the management of Southwest Airline uses the critical components of the culture as part of its leadership expectations. The decision to embody a winning corporate culture is also supported by the fact that the management uses this culture to conduct annual perform...