Have you ever been onboard one of our amazing Southwest Airlines’ flights and forgotten that you’re actually high above the ground, traveling hundreds of miles per hour? I’ve caught myself losing sight of that as well, and I’m reminded that is exactly the level of trust and confidence we hope to achieve in serving our Customers. Colleen Barrett (namesake of the CCB Institute) had a direct hand in instilling this foundational mindset in our Maintenance & Engineering Teams, now collectively known as Technical Operations (Tech Ops), and it’s alive and well today. A frequent visitor to the hangar, Colleen counted on the Tech Ops Team to tackle crucial fleet initiatives with grit and perseverance, while remaining honest and direct when addressing concerns.
I’ve had the privilege of serving in several positions at Southwest Airlines for over 22 years, including Revenue Management, Financial Planning & Analysis and, most recently, Tech Ops in 2018. Upon joining this Team, I was struck by the remarkable display of Servant Leadership and assertive responsibility. Our shared purpose is to preserve the trust in our fleet for our Customers, Crews and industry partners. There are over 30 unique functions across Tech Ops, and each role is equally critical. It takes every single one of our nearly 5,000 Cohearts doing their part daily to ensure the airworthiness and reliability of our fleet of 800+ aircraft.
How does this relate to having a heart for service? Our performance is constantly under review. We must lead and serve with the full investment of our talents and energy and with our hearts firmly devoted to our purpose. There’s no room for complacency when it comes to aircraft safety. Whether proactively conquering a new challenge or admitting a mistake, the most impactful action I’ve observed is the willingness of our Employees to raise their hands and say, “I own it, and I commit to following through.” That may mean communicating vulnerably, or diligently monitoring quality issues, or assertively working with others to contain and correct. Other times, it may simply mean taking a pause.
As in any business, challenges often arise at inopportune times, amidst the ever-present pressure to keep the operation moving. These moments test even the best among us. That’s when it takes a commitment to purpose, a heart for service, and a full dose of courage to do the right thing. While this may seem obvious when it comes to aircraft safety, in reality, the same principles are true in any role. It’s inspiring to see such dedication demonstrated daily across Tech Ops and our entire Company, continually strengthening Colleen’s original foundation of trust.
