1. Southwest Airlines Tara Bartolomeo Amanda Packer Melanie Rudy Elizabeth Vanorder

2. Change and Responsiveness 9/11 – Did not stop flights – No layoffs Recession – Transferred employees to avoid layoffs – Chief Executive Office, Gary Kelly, named one of CNN’s 5 Most Admired Merger with AirTran – Expanded network of 25%

3. Customer Commitment

4. Best Value, Best Consumer On time Estimates, and Best Luggage Policy of all domestic airlines, Zagat (2009) Leader in Corporate Social Responsibility, Boston College Center for Corporate Citizenship & Reputation and Institute (2009) Most Admired Airline, FORTUNE Magazine (2009) #1 Friendliest Airline, TIME.com (2008)

5. Philanthropy Tickets for Time – Charity receives one ticket for every 40 hours SW employees volunteer – Employees volunteered over 80,000 hours in 2010 Southwest Airlines Employee Catastrophic Assistance Charity – In 2010, employees contributed over $1.1 million National Wildlife Refuge Association – $100,000 donation to NWFA after Gulf of Mexico oil spill – Employee volunteers were flown to Florida to help with cleanup

6. Environmentalism Green Team – Four goals: identify environmentally responsible efforts already in place search for areas of improvement, make recommendations for environmentally responsible business practices a place a green filter on future business decisions Green Ambassadors

7. WELCOME ABOARD Rapping Flight Attendant - YouTube

8. CORE VALUES – The Warrior Spirit Work Hard Desire to be the best Be courageous Display Urgency Preserve Innovate

9. CORE VALUES – A Servant’s Heat Follow the golden rule Adhere to the principles Treat others with respect Put others first Be egalitarian Demonstrate proactivity Customer Service Embrace the SWA family

10. Core Values – A funLUVing attitude Have fun Don’t take yourself to seriously Maintain perspective Celebrate success Enjoy your work Be a talented team player

11. Southwest’s Secret Sauce Organizational Practices that build relationships – Outstanding Business Leadership – Hire and train for relationship excellence – Use conflicts to build relationships – Bridge the work family divide – Create positions that span boundaries – Use broad performance metrics – Have highly flexible job descriptions – Partner with the unions – Build supplier relationships

12. Shared goals, shared knowledge, mutual respect. Everyone at Southwest airlines is working towards these goals: – Safety – On Time performance – Keeping customers happy