Southwest Airlines (B), Using Human Resources for Competitive Advantage

During a summer executive program for human resource executives, the (A) case was assigned. After reading the case, a study group of four executives decided that the description in the (A) case was too positive and could not be accurate. To test this, the four conducted an impromptu field study of the Southwest station in San Jose. These executives interviewed six employees on duty. They reported their findings during the case discussion the following day. This case is based on that report.