wnbubbleboy
Veteran
Colleen hit's the nail on the head.
Such changes not only threaten its bottom line and low-cost, low-frill image, but also the loyalty of its near cult-like following that seems to like things just as they are.
All of this weighs heavily on Colleen C. Barrett, one-time legal assistant to Kelleher and now president of Southwest and considered keeper of the "Southwest way."
"I worry about the place becoming too bureaucratic," she said. "I realize there has to be process and structure, but when you start measuring everything, you lose the spontaneity.
"I don't want to find myself smiling because I have to instead of because I want to. I don't want everything so programmed that it no longer comes from the heart."
She said the environment is key to the airline's success. Happy employees will take care of customers, who will in turn, take care of shareholders.
http://www.baltimoresun.com/business/bal-b...iness-headlines
Such changes not only threaten its bottom line and low-cost, low-frill image, but also the loyalty of its near cult-like following that seems to like things just as they are.
All of this weighs heavily on Colleen C. Barrett, one-time legal assistant to Kelleher and now president of Southwest and considered keeper of the "Southwest way."
"I worry about the place becoming too bureaucratic," she said. "I realize there has to be process and structure, but when you start measuring everything, you lose the spontaneity.
"I don't want to find myself smiling because I have to instead of because I want to. I don't want everything so programmed that it no longer comes from the heart."
She said the environment is key to the airline's success. Happy employees will take care of customers, who will in turn, take care of shareholders.
http://www.baltimoresun.com/business/bal-b...iness-headlines
