The HR department, or what Southwest refers to as its People Department, will establish
quantifiable metrics for its objective assessments. This should connect customer satisfaction,
speed, performance, number of complaints, and other quantifiable measures to the benefits
provided under the new and old schemes. The People Department will hire and reward
employees based upon the most important objective measure, which is the improvement in
customer satisfaction (Cook, 2007). They also identify those who are supporting other The HR department, or what Southwest refers to as its People Department, will establish
quantifiable metrics for its objective assessments. This should connect customer satisfaction,
speed, performance, number of complaints, and other quantifiable measures to the benefits
provided under the new and old schemes. The People Department will hire and reward
employees based upon the most important objective measure, which is the improvement in
customer satisfaction (Cook, 2007). They also identify those who are supporting other