Question

How does Southwest Airlines know they are achieving their goals?

Answer 1

The executives of SWA know that they achieved their goals when the internal and external metrics are reached. These metrics include customers and employees satisfaction along with profits. According to Bob Jordan “ we make money when our planes are in the air, not on the ground.” To achieve this goal, a well-planned and defined strategy must be implemented in order to maximize profits and keep customers satisfied and pleased. If we look at SWA’s previous annual report and compare it with its current one, we can conclude that SWA can spot its success by achieving a steady and increasing profit share while minimizing complains and maximizing delighted customer feedbacks.