Administrative and Business Resources

A&BS processes need to be high quality but no-frills - doing only the essential functions, and executing them very well. Southwest Airlines provides a useful object lesson of this principle.

Southwest Airlines' "Keep It Simple" Business Model

• They don't fly everywhere
• Sparse customer amenities
• No seating class distinctions
• Fewest customer options
• No choices on type of aircraft
• Simplest pricing structure
• Bare-bones frequent flier program
• No frills
• Few pretenses
• Peanuts, not meals

But...

• Good schedules for destinations served
• Fewest cancellations
• Best on-time performance
• Safest airline worldwide
• Fastest gate turnaround
• Employees appear to be happy
• Simplest customer-interface
• Highest customer ratings
• Most consistently profitable
• Lots of peanuts