Nicole Ferriss
BA 301 Final Term Paper
Section Number:
1/3/2015
Southwest Airlines
Table of Contents
Executive Summary………………………………………………………………….....pg. 1-2
Situation Analysis………………………………………………………………………pg. 3-8
Problem Analysis & Description……………………………………………………….pg. 8-12
Solutions, Evaluation & Recommendation……………………………………………..pg. 12-16
Implementation Plan……………………………………………………………………pg. 16-18
Success Metrics…………………………………………………………………………pg. 18-19
Bibliography……………………………………………………………………………pg. 20
Executive Summary Today we are going to be taking a look at Southwest Airlines. After being provided with a background of this wonderful company, we are going to look into some problems that they are having with their Airlines Quality Ratings (AQR). We will discuss how the lack of on-time flights, problems customers are facing with the merger of Southwest and Air Tran and the open seating policy are negatively effecting this rating. We will look into solving these problems by implementing an Employee Incentive Program, getting new merger software and adopting a different seating policy. Once all of these concerns are solved we will talk about implementation and success metrics and start raising those AQR scores so Southwest Airlines can continue to grow to one of the greatest airlines in the world.

Situation Analysis Southwest Airlines strives to be a very goal oriented company. Annually, Southwest airlines distributes what they call their One Report, which covers their financial, social and environmental performance illustrated through their triple bottom line of Performance, People and Planet. Stated on the 3rd page of this report is a strong message declaring, “At Southwest Airlines, we are united by our Purpose, which fuels our passion and is at the heart of everything we do. Every day, we strive to achieve our Purpose and continue our pursuit