An analysis of the Culture of an organisation Essay

An analysis of the Culture of an organisation - Essay Example Organisations are increasingly focusing on developing the ‘right culture’, or ‘culture with quality’ or a ‘culture of customer service’ with a view to inculcate certain values and norms in their organisational settings. It is widely assumed that better, stronger and more importantly the right culture can largely influence the effectiveness and success factors of the organisation (Schein, 2004, p. 7). Southwest Airlines is an outstanding example for best cultural practices within the organization as its dedicated employees do more than delivering the friendly and high-quality customer services for which the company is widely known and this is the way its people and culture bring result. This paper presents a brief description about organisational culture and describes the theoretical framework in relation to Schein model of organisational culture based on the empirical evidences from the application of organisational culture in Southwest Airlines. This paper mainly focuses on the unique culture of Southwest Airlines to deliver highest quality customer service and its impact on organisational performance. Southwest Airlines, the Dallas-based airline carrier, continues to differentiate itself from other carriers with exemplary customer service delivered by more than 45,000 employees to more than 100 million customers every year (Investor relations, 2013). The company was founded by Herb Kelleher and Rollin King in 1971 as a low cost airline service in busy markets of less than 500 miles. In 1980, the company adopted its mission as â€Å"dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride and company spirit† (Smith, 2004, p. 27). Even after 32 years, Southwest Airlines perceives its people to be the highest valued assets and asks them to be highly dedicated to continually providing highest quality