Southwest Airlines Flight 1248 (B)

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Case

Reference no. K5-107-001B

Subject category: Human Resource Management / Organisational Behaviour

Authors: Daniel Diermeier (Kellogg School of Management, Northwestern University); Justin Heinze (Ford Motor Company)

Published by: Kellogg School of Management

Published in: 2007

Length: 8 pages

Data source: Field research

Topics: CEO; Crisis management; Decision making; Reputations; Strategy

Share a link: https://casecent.re/p/115512

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Abstract

After the company’s first aviation fatality, Southwest Airlines' CEO is faced with new and difficulty decisions. The alacrity and compassion that characterized the company’s response serves as a paradigm for any organization facing a future crisis situation. Taken together, the cases address the following teaching objectives: (1) understand the strategic and reputational nature of crises; (2) understand the challenges of managing a crisis, whether the company is at fault or not; and (3) learn the requirements for building trust in a crisis.