Singapore Airlines: Managing Human Resources for Cost effective Service Excellence
“In Singapore, we always want to be the best in a lot of things. SIA is no different. … a lot of things that we have been taught from young, from our Asian heritage … filial piety, the care and concern, hospitality, and, of course, the most important part is trying, if we can, to do whatever we can to please the customer. And how do we do it? Sometimes, people just wonder, ‘How do you guys manage to do it with limited time and resources on a flight?’ yet we manage to do it somehow. Call us magicians.”
Lim Suet Kwee, Senior Rank Trainer, Singapore Airlines Training School, and Senior Flight Stewardess
SIA’s new business class has the widest seats in the
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After these baseline requirements, they undertake several rounds of interviews, uniform checks, a water confidence test, a psychometric test, and even attend a tea party.
The next interview is the management round where the senior vice president and senior cabin crew staff interview those shortlisted. In the final stage, the applicants attend an apparently informal tea party that gives management a further opportunity to observe applicants’ interaction style and demeanor. From the 18,000 applications received annually, only some 600–900 new cabin crew are hired to cover turnover rates of 10%, including both voluntary and directed attrition, and company growth. After the initial training, new crew are carefully monitored for the first six months of flying through monthly reports from the inflight supervisor during this probationary period. Usually, around 75% are confirmed for an initial fiveyear contract, some 20% have their probation extended, and the rest leave the company.
This meticulous selection process ensures with reasonable certainty that SIA hires applicants with the desired attributes with a selection rate of 3–4% of its applicant pool. Despite the stringent procedures and strict rules about appearance and behavior, many educated young people around the region apply to join SIA due to the perceived social status and glamour associated with SIA’s cabin crew. SIA’s reputation as a service leader in the
The facts in this case are that Harvey Pierce ambushed and shot Robin Kerl and her fiancé David Jones in the parking lot of a Madison Wal-Mart where Kerl and Jones worked. Kerl was seriously injured in the shooting, and Jones was killed. Pierce, who was Kerl’s former boyfriend, then shot and killed himself. At the time of the shooting, Pierce was a work-release inmate at the Dane County jail who was employed at a nearby Arby’s restaurant operated by Dennis Rasmussen, INC. Pierce had left work without permission at the time of the attempted murder and murder/suicide. Kerl and Jones’ estate sued DRI and Arby’s, INC. As in pertinent to this appeal, the plaintiffs alleged
Roma and Clint Underhill had both had a long day. They were the owners of a successful real estate
3. Variable cost per unit will be reduced from $25 to $18.80. A total of 1,000,000 units will still be sold. The reduction in variable costs per unit is a direct result of the increased fixed costs and the associated automation.
This ethical issue that I have decided to write about is a matter that has occurred in many medical facilities across the world. I have made up some names for this case study but the incident is real. This case study involves a physician named Derek Johnson M.D. This physician worked with numerous of nurses and other health care professionals and most of them believed Dr. Johnson had a narcotics problem. The health care providers did not know for sure if this physician was using narcotics they could only speculate and they had some evidence that Dr. Johnson was illegally using the narcotics. The health care providers thought Dr Johnson was illegally using anesthesia. The reason the other health care
normally patients with these syndromes were sterile, and Eric had little body hair and had told him he never
A shocking video has been released from a hidden camera which has captured three Calgary care workers who brutally assaulted an elder resident. This elder resident died a month later from the incident. This incident happened in Garrison Green CareWest facility in Calgary on March 12, 2015. The camera captured that the three health care workers abused the elder client. Not only this, they threatened him by pouring urine over him while emptying his urine bag. He told his family that the staff is abusive towards him. Then, a hidden camera was installed in his room by his son. This camera captured all the incidents of abuse towards the 92- year- old man.
Question #1: Evaluate the conduct of Peter Lewiston against the EEOC’s definition of sexual harassment.
SWA is constantly hunting and seeking the most interesting talented applicants who are suitable for training, development, job advancement and job security. They believe in succession planning as the pipeline to leadership and high performing personnel. (Charan, Drotter, and Noel, 2001). They look for people who want to advance in their career and have fun. In 1971, the first advertisement for SA hostesses was “Attention, “Rachael Welch: You want a job?” “You can have one if you measure up.” Colorful boarding announcements and songs are frequently used in place of no video. The best employees are the ones that are outgoing and also make SWA look good. SWA employees are not the highest paid individuals. Most are paid substandard wages but look at the long term for job enrichment and training in able to move up. “The war for talent and talent retention can be won through an aggressive career development plan that benefits employee and company alike” (Rodrigues, 2007).
United Airlines is very proud of the current culture and specifically seeks to hire pilots who are a positive addition to its pilot group. The first step as a pilot applicant is to take a job fit assessment. This is approximately a four hundred question true or false test that is designed to asses an individual’s personality in comparison to the current United pilot group. Upon my successful completion, I was invited to interview. From the day I stepped on the property to interview the positive culture of United has been apparent. The airline recognizes the importance of fostering a positive culture and how it directly relates to employee satisfaction and customer service. During initial training the expectation of being a team player
Krispy Kreme has experienced dramatic growth over the past 5 years based on their income statement. Every line on the income statement has grown rather impressively. Revenues have grown from $220M to $666M and net income has grown from $6M to $57M. Based on the income statement, Krispy Kreme is doing very well.
Downsizing has become a commonplace strategy for organizations to adopt in an effort to cut costs, eliminate redundancies, and streamline organizational systems. Over the last 15 years, many organizations have engaged in downsizing more than once. Most companies have learned from the mistakes of the past, but some companies are still trying to use the same tactics today that were used in the mid 1980s, that leave employees reeling.
This research paper will discuss the process of recruiting employees, interviewing them, and onboarding them in a way that inspires longevity. There are standard methods in the human resource process of bringing new employees into an organization which meet compliance, legal, and safety requirements. The strategies presented in this research paper compliment the standard methods, yet focus on a different set of goals:
Following that, the expected values for decision nodes 6 and 7 should also be calculated. The following results were obtained:
Singapore Airlines has a vision not only to be an excellent Airline, not only to be an excellent work place to its employees, but also to be an outstanding corporate citizen of the world. With that aim in mind, SIA has made many commitments to the arts and education, to our communities, and the health and welfare of our country’s citizens, and those in countries SIA fly to. With this goal in mind, SIA also has made a strong commitment to preserving the environment – and a world for future generations.
1. Jerry Kline and Grace Gallo are too eager in getting customers and reaching their quotas without thinking what would be its effect to the company. They focus more on money instead of having a good