What Drives Phenomenal Success?Book - 2007
Colleen Barrett explains the success of Southwest Airlines in simple terms: a customer focus that is not just a program or policy, but a way of life. In an industry that must constantly balance cost against people, Barrett believes that not focusing on the people values will make dollars irrelevant. She explains that employee satisfaction is the starting point for customer satisfaction, and describes a hiring process that selects on individual attitudes, sets expectations, and empowers employees from the beginning to do the right thing and make day-to-day decisions that connect with customers.
Publisher: [Stanford, CA] : Stanford Video ; Mill Valley, CA : Distributed by Kantola Productions, c2007
Characteristics: 1 videodisc (ca. 50 min.) : sd., col. ; 4 3/4 in