Quality & Business Improvement

Singapore Airlines Case Study

Table of Contents

Abstract, caveat, background information

• Abstract
• Caveat
• Background information

Singapore Airlines as a world-class service provider

Singapore Airlines' improvement strategy

• SIA as the best airline in the world
• Struggle to maintain a national/regional identity
• Overwhelming customer-oriented approach

The Way Ahead (1996)

• Safety and health
• Passenger empowerment through technology
• Comfort
• Expansion of route networks

Conclusion & Further Reading

References