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Operations Analysis – Competitive Dimensions: * Human Resource practices / Work culture * Low Operational costs / High Operational Efficiency
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In 2001, about 40 percent ($2.1 billion) of its passenger revenue was generated through online bookings at Southwest’s cost per booking via the Internet is about $1, compared to a cost per booking through travel agents of $6 to $8. * The first major airline to develop a Web site and offer online booking. * The first airline to offer a profit-sharing program to its Employees (instituted in 1973). * The first major airline to offer ticketless travel system wide including a frequent flier program based on number of trips and not number of miles flown. * The first major airline to fly a single type of aircraft (Boeing 737s)
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Southwest is traded publicly under the symbol “LUV” on NYSE. Currently, Southwest serves about 60 cities (in 31 states) with 71 million total passengers carried (in 2004) and with a total operating revenue of $6.5 billion. The airline began with one simple strategy: “If you get your passengers to their destinations when they want to get there, on time, at the lowest possible fares, and make darn sure they have a good time doing it, people will fly your airline.” This approach has been the key to Southwest’s success. Its first flights were from Love Field in Dallas to Houston and San Antonio, short hops with no-frills service and a simple fare structure. Rollin King and Herb Kelleher founded Southwest Airlines on June 18, 1971. It is also known as a ‘discount airline’ compared with its large rivals in the industry. Southwest Airlines is the largest airline measured by number of passengers carried each year within the United States. Southwest Airlines Operations – A Strategic Perspective