MO 302 Study Guide - Final Guide: Southwest Airlines, Herb Kelleher

• School: U of M
• Department: Management and Organizations
• Course: MO 302
• Professor: Sandeland

Document Summary

Artifacts visible organizational structures and practices (language, signs, props, stories, ceremonies, rituals, dress, physical setting ) easily seen but not easily interpreted. Espoused values what people say stated values formal strategies, goals, philosophies. Basic underlying assumptions unconscious, taken-for-granted beliefs, perceptions, thoughts, feelings; cannot be logically deduced but must be intuited or felt, and then tested against artifacts and values ultimate source of values and action; its operating logic. Culture comes from earliest experiences of the organization. How to provide high quality service at low cost (again on a tight budget. Love: love is all around swa is for others; for its paying customers (to whom it offers high quality service at a low cost); and for its employee customers (to whom it offers opportunities to grow and develop as persons). Emphasis on having fun; work is important, don"t spoil it with seriousness .