This article describes the contrasting systems of coordination and control in American and Southwest Airlines. Contrary to popular belief, the best way to achieve coordination at high speed, as the aviation industry is not to create a flat organization, based on the measurement of performance and little control. Rather, it is better to build an organization based on a cross-functional accountability to dispel accusations with an adequate supervisory personnel for training and provide feedback. Coordination of benefits from the strengthening of the role of managers while weakening the role of accountability and performance measurement. "Hide
by Jody Hoffer Gittell Source: California Management Review 18 pages. Publication Date: April 1, 2000. Prod. #: CMR174-PDF-ENG
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