... his employees. He leads them to believe that they can be leaders also. 4 Kelleher's organization, as described by him, is an upside-down pyramid. At the bottom, are the upper management personnel and at the top are the front line employees. These front line employees are "the ones ... within an industry, Southwest moved across industries. But not just any industry; they moved across substitute industries. Southwest understood that for short-haul destinations, surface transport, namely the car, was a substitute for flying. By concentrating on the factors that lead people to choose one of ...

• Word Count: 3854
• Approx Pages: 15
• Grade Level: High School