Southwest Case ( Baltimore)

Southwest Case ( Baltimore)

1.

If I were Matt Hafner,I would implement a variety of changes to improve performance. Such changes would include changes to the SW training program, creating partnerships with other airlines, and to hire another assistant station manager to supervise strictly operations department managers.  

Southwest should implement changes to their current employee training program at the Baltimore Station for several reasons. First and foremost, the tenure of SW employees at their Baltimore Station are significantly shorter than at other stations. The tenure of employees at other stations is about 48 months longer then Baltimore employees. Secondly, SW employees knowing their individual jobs well is critical to maintain quick turnaround times. Lastly, changes to the employee training program should include performance metrics to better gauge the efficiency of a worker.

SW should transfer experienced and tenure personal from other stations to Baltimore to help train new incoming employees and to also ensure operations run smoothly. Once the new employees are up to speed and thoroughly aware of their job responsibility, the tenured members can transfer back to their respective stations. In addition, SW can establish a mentoring program to better integrate senior employees with new employees. Also, SW should include performance metrics and recognize or reward employees who exceed their metrics. This can be beneficial in raising morale of employees at the Baltimore station, thus increasing the time an employee stays at SW.

Next, SW should create strategic partnerships with other airlines to accommodate for connecting flight passengers. Connecting flights seem to be a major challenge for SW, resulting in an increase in % of station delays from 1998 to 2001( exhibit 1). Instead of holding SW flights for connecting passengers, SW could place these passengers on other airline that are scheduled to leave at later times. This way SW won’t have to hold flights and delay arrival times as much. Of course, this solution is only feasible if the projected expenses from putting a SW passenger on another airline are less compared to facing station delays.