Singapore Airlines is quite an absurdity. It is the state-run airline for a country that is basically just a city; a nation that has residents of no more than 3 million; and a country that is just 250 kms across with no domestic routes to take over. Regardless of this it has managed to regularly post profits in one of the globe's mainly returning industries.
According to higher executives, SIA evidently understands the high directive placed on it by discriminating and increasingly challenging customers. This causes a severe challenge internally in terms of being the finest in all aspect and places massive stress on the leading edge staff. Such high orders and anticipations result in a need to frequently alter and evaluate everything the airline carries out. Leading management is also faced with a continuous effort to form an unvarying service that is also extremely custom-made. SIA strategies all its procedures and sub-procedures in whole, with each getting unremitting concentration for enhancement and interrupted redesign (Heracleous, Wirtz, Johnston, 2004, pp.33-38). With such an international status for service quality, bringing terrific service is a most important challenge for SIA. ...Show more