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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.

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

　……

  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.

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