Flexibility And Service At Singapore Air

In doing so, I promise to apply inspirational appeals to ensure that I am able to connect with individuals based on values and beliefs that are not only beneficial for the company but for the community. My personal beliefs and values influence my servant leadership in a way to ensure that I am not only providing exceptional experience for my customers in the quality of our airline, but most importantly I want my customers to feel like our company is part of their family. In doing so, I will promise to make sure that my company excels in ensuring that the needs of customers are met and we will do what we can to make things right. However, great customer service cannot be met without an amazing staff. With the quality training, mentorship, and guidance provided to our staff, I can only promise that customers will be satisfied with our services.

This case analyses Prof. McPherson’s service experience with respect to two Airline carriers, which was not expected in this age of Network and Information Technology and also the service level expectations from the customers. First we analyze the setting/situation, issues Prof. McPherson experienced and his assumptions; and then try to address them. The bottom line: addressing such situations would improve efficiency, customer loyalty, brand name and increased profits

The critical factors in the successful transformation of British Airways were changing the culture of the organization for the employees and the consumers. British Airways embarked on an aggressive media campaign that helped change the “face” of the airline. Their new tag line was “The worlds favourite airline”. Customer service became the number one priority for all employees. Lead by Colin Marshall, “an enabling culture (was put) in place to allow customer service to come out, where rather than people waiting to be told what to do to do things better, it’s an environment where people feel they can actually come out with ideas, that they will be listened to, and feel they are much more a part of the success of the company” Jick (2011)(p.30). A “Putting People First” (PFF) program was instituted for all front line employees. This helped to unify the employees with the new vision of customer service first for the company. During these two day mandatory meetings, all front line staff interacted with all levels of managers and leaders on an even playing

Singapore Airlines (SIA) was established in 1972, growing from a regional airline, it is renowned for being one of the leading travel brand in the highly competitive airline industry. SIA is well known for its personalised service, world class comfort, reliability and timeliness, and development of its products and services innovatively and above the industry standards.

2. “ Between 1995 and 200, customer service declines throughout the airline industry, as reported in February 2001 by the U.S Department of Transportation (2001).” One of the biggest problems plaguing airlines is their customer’s dissatisfaction is at a huge increase. Customers are getting less and less happy with their experiences. This is not a specific airline either. All of the companies are experiencing this problem of customers with air rage. This article addresses some of the potential factors in the air rage crisis.

12 Porters Five Forces analysis............................................................................................................................................................ 12 PESTE........................................................................................................................................................................................................ 13 SWOT Analysis ...................................................................................................................................................................................... 13 SIA Resources ............................................................................................................................................................................................. 14 Alliances and Acquisitions .................................................................................................................................................................... 14 SIA Positioning........................................................................................................................................................................................... 15 References ......................................................................................................................................................................... 16

After carefully undertook a critical review of the five papers which are written by Daniel Chan on the story of Singapore Airlines (SIA) and Singapore Girl, it has in fact bring us a lot of thought and the strategies which SIA has used which attain SIA becomes one of the world’s leading airlines company.

In this report I examine the history of Singapore Airlines’ the report will then including the corporate strategy, strategic choice and analysis of the company’s external environment political, economic, social and technical environment (PEST analysis), strategic capabilities and the strength,

SIA has consistently been one of the most profitable airlines in the world, even during 2003 when the global airline industry felt the devastating effects of the 9/11 terrorist attacks and SARS. In early 2004, SIA’s chief executive officer, Mr Chew Choon Seng said “2003 will probably go down as one of the most difficult years in SIA’s history. During the year the combined effects of terrorism, war and a new

Upon its split from Malaysian Air in 1972, Singapore Airlines (SIA) began an aggressive growth strategy focusing first and primarily on its aircraft. During the 70 's, the airline made some very bold moves in upgrading its fleet of aircraft. Some of the unique offerings that SIA invested in were to provide live musical entertainment on many of its flights. It also focused on comfort and offered sleeping amenities called "slumberettes" on some flights.

The airline industry forms a major component of the travel and tourism industry. With increasing affluence, people around the world are spending a large percentage of their income on travel and tourism thus enhancing the sector’s prospects. Singapore Airlines (SIA) is one of the world’s leading players of the international airline industry. Singapore Airlines was the pioneer of in-flight services such as free drinks and complimentary headsets. And today, the name of Singapore Airlines has become synonymous with impeccable service around the globe.

Training is a very important step that the SIA need to provide for its staff and crews. For SIA, the training provided is to utilize the source of the technology and infrastructure that the SIA has. Besides, SIA also aim to enable crew to provide a gracious service which will be reflecting the warmth and friendliness, as well as, maintaining an image of authority and confidence in the passengers’ mind. The training that provided by SIA is not only about the safety and functional issues but also beauty care, gourmet food and wine appreciation, as well as the art of conversation.

The major processes of Singapore International Airlines consist of cabin service, flight operations, commercial marketing, information technology, engineering, security, and airport services and training. Excellent cabin service includes greeting passengers upon entering the cabin and directing them to their seats, providing them with information about the services and treating them with hospitality and courtesy. Flight operations determine that the flights are well coordinated and are punctual as well as safe. Commercial marketing ensures that SIA can compete effectively within the market in the face of competition from rivals like Thai Airways, Malaysian Airlines and All Nippon Airlines. Engineering quality ensures the airworthiness and safety of the aircraft through regular maintenance and repair. Airport services include passenger and cargo handling along with necessary hospitality for first-class passengers. Training processes ensure that the company is adequately staffed with competent and motivated employees.

Valuable Information of expertise in Technology has been the aspect for SIA’s strategy in enhancing the customer service as well as increasing the efficiency. Effectual use of IT has considerably condensed cost and improved serviced levels, With the business –level strategy approach (Management, 2014). SIA has been able to come up with the premium service to its loyal customers. Singapore airlines chain its dual strategy of cost

As public biggest airline company in Singapore, Singapore Airline has several key business activities ranging from engineering, flight services until cargo services, but their main activity is more on flight services. Singapore Airline is relying heavily on Singapore financial system to operate their business. One of the evidence is that SIA benefiting from the financial market as the company’s share has been listed in SGX. As stated on Singapore Airline Annual Report, SIA has a cash surplus for the past 10 years on average………. Singapore financial system has help this company to grow and develop rapidly by their financial market, institutions and instrument, which will be discussed further later.