Organizational Theory – A Tale of Two Cultures

In an attempt to give Southwest Airlines a competitive advantage based on low-cost, high-quality service, CEO Herb Kelleher developed terminal and instrumental values that made Southwest’s culture the envy of its competitors. Southwest managers and employees alike are committed to the success of the organization and do all they can to help one another and to provide customers with excellent service (a terminal value). Four times a year, Southwest managers work as baggage handlers, ticket agents, and flight attendants so they get a feel for the problems facing other employees. An informal norm

makes it possible for employees to gather with Kelleher every Friday at noon in the company’s Dallas parking lot for a company cookout. Southwest keeps the organization as flat and informal as

possible, and managers encourage employees to be creative and to develop rules and norms to solve their own problems. To please customers, for example, employees dress up on special days like Halloween and Valentine’s Day and wear “fun uniforms ”every Friday. In addition, they try to develop

innovative ways to improve customer service and satisfaction. All employees participate in a bonus system that bases rewards on company performance, and employees own over 22% of the airline’s stock. The entrance hall at company headquarters at Love Field in Dallas is full of plaques earned by employees for their outstanding performance. Everybody in the organization cooperates to achieve

Southwest’s goal of providing low-cost, high-quality service. The culture of excellence that Southwest has created seems to be working to its advantage. Southwest increased its operating routes and profits every year and is the most profitable airline flying today. Contrast Southwest’s CEO and culture with that of Value Line, Inc. Jean Buttner, publisher of the Value Line Investment Survey, fashioned a culture that the company’s employees apparently hated. In her attempt to reduce costs and improve efficiency, she created instrumental values of frugality and economy that poisoned employees’ attitudes toward the organization. Employees were told to sign in by 9 A.M. every day and sign out when leaving. If they faked their arrival or departure time, they could be terminated. Because at Value Line messy desks were regarded as signs of laziness or “unproductivity,” Buttner required department managers to file a “clean surfaces report ”every day, certifying that employees did tidy up their desks.51 Salary increases were also kept as small as possible and the company’s bonus and health plans were under tight rein. How have these values paid off? Many highly trained professional workers left Value Line because of the hostile

atmosphere produced by these “economical” values and by work rules that devalued employees. Also, this turnover generated discontent among the company’s customers, who began to complain. So bad did feelings between employees and Buttner become that employees reportedly put up a notice on their bulletin board that criticized Buttner’s management style and suggested that the company could use some new leadership. Buttner’s response to this message from a significant stakeholder group was to remove the bulletin board. Clearly, at Value Line no culture of cooperation between managers and employees exists.

Discussion Questions

1. List the reasons why Southwest’s and Value Line’s cultures differ so sharply.(Minimum of 3 paragraphs per answer.)

2. Could Value Line’s next CEO copy Southwest’s culture? (Minimum of 3 paragraphs per answer.)

Calculate the price
Make an order in advance and get the best price
Pages (550 words)
$0.00
*Price with a welcome 15% discount applied.
Pro tip: If you want to save more money and pay the lowest price, you need to set a more extended deadline.
We know how difficult it is to be a student these days. That's why our prices are one of the most affordable on the market, and there are no hidden fees.

Instead, we offer bonuses, discounts, and free services to make your experience outstanding.
How it works
Receive a 100% original paper that will pass Turnitin from a top essay writing service
step 1
Upload your instructions
Fill out the order form and provide paper details. You can even attach screenshots or add additional instructions later. If something is not clear or missing, the writer will contact you for clarification.
Pro service tips
How to get the most out of your experience with Essay Help USA
One writer throughout the entire course
If you like the writer, you can hire them again. Just copy & paste their ID on the order form ("Preferred Writer's ID" field). This way, your vocabulary will be uniform, and the writer will be aware of your needs.
The same paper from different writers
You can order essay or any other work from two different writers to choose the best one or give another version to a friend. This can be done through the add-on "Same paper from another writer."
Copy of sources used by the writer
Our college essay writers work with ScienceDirect and other databases. They can send you articles or materials used in PDF or through screenshots. Just tick the "Copy of sources" field on the order form.
Testimonials
See why 20k+ students have chosen us as their sole writing assistance provider
Check out the latest reviews and opinions submitted by real customers worldwide and make an informed decision.
Nursing
I laud your work
Customer 453041, December 11th, 2021
Linguistics
good
Customer 453250, September 23rd, 2018
Management
No other  employee of your company compares to this writer. fabulous work as always.
Customer 453150, December 10th, 2017
Public Relataions
Thank you Writer 1028 for following my instructions to the letter.
Customer 453154, December 14th, 2017
Education
OMG perfect one!
Customer 453250, February 26th, 2021
Psychology
great
Customer 453151, January 27th, 2020
Finance
Thank you soo much for helping me like you do! I appreciate it! I'd like to tip you $25 if you can send me an invoice for that amount.
Customer 453300, October 14th, 2020
Nursing
OK
Customer 453041, December 28th, 2021
Linguistics
This essay looks perfect. I won't have to make any changes to it. Thank you everyone at the team.
Customer 453250, April 19th, 2018
Accounting
Fantastic!
Customer 453154, December 11th, 2017
Environmental Issues
Great!!!
Customer 452991, July 10th, 2018
Medicine and Health
Thank you for doing this work for me. The writers who handled this paper revised it promptly when I made a request.
Customer 453150, November 4th, 2017
11,595
Customer reviews in total
96%
Current satisfaction rate
3 pages
Average paper length
37%
Customers referred by a friend
OUR GIFT TO YOU
15% OFF your first order
Use a coupon FIRST15 and enjoy expert help with any task at the most affordable price.
Claim my 15% OFF Order in Chat
Show more