Southwest Airlines: A Continuous Improvement Journey

Ruben Del Toro, Director Enterprise Continuous Improvement - Southwest Airlines

Since its inception on a cocktail napkin back in 1967, Southwest Airlines has stayed true to its low-fare brand, and, as a result, has continued to grow. Today, Southwest is currently the largest airline operating in the U.S. in terms of passengers served. What lessons have been learned along the journey?

Southwest forged an innovative strategy "to become the world's most loved, most flown, and most profitable airline." Their strategy execution has been referenced as a model of clarity in what they do and what they do not do. The airline holds their people up as the "single greatest strength and most enduring long term competitive advantage." Many companies talk about employee engagement; Southwest walks ("flies") the talk. Southwest associates are riveted on pleasing customers and live their commitment to make things better every day.

Join Ruben Del Toro for a discussion on how Southwest continues to transform its business by integrating Continuous Improvement, Data Science, and Innovation.

In this session, the following key points will be covered:

• Background and Structure of Enterprise CI
• Engagement Model
• Maturity Roadmap
• Integrating CI, Data Science, and Innovation
• Program Results