Quality & Business Improvement

Conclusion

SIA has always been aware that the airline industry is cyclical and passenger/cargo slumps can occur with very little notice. The use of superior service to passengers has been consistently used to acquire a strong market share, though other reasons could include their flexible organisational structure which enables fast responses to unexpected crises⁽³⁵⁾. By focusing its cost saving efforts on the business unit level, SIA has been able to increase both cost savings and profitability long term. SIA continue committed to passenger service, however - SIA Chairman S Dhanabalan said in 1997 that

"We are constantly reviewing procedures and training methods ... that when people fly, SIA will be the preferred airline⁽³⁶⁾".

Further Reading