Southwest Airlines - How to Get Consistent Performance From People

The first time i met southwest airlines, 22 years ago, the first question i had for them was how do you get consistent performance from people? And what they said is, wel, we've already preppt them, and it's pretty clear when they don't fit. You have to start there exactly unand i know i've talked about southwest a lot because they are such an amazing organization. They are like a social experiment,. can' we actually run an airline where people are happy and they treat other people well and people?