Quality & Business Improvement


1 Singapore Airlines Annual Report 2000-2001
2 The Story of Singapore Airlines and the Singapore Girl Daniel Chan Journal of Management Development, Volume 19, No 6, pp 456-472 2000
3 Being 'world-class' is a continuous process Gary E Miller Business First 03/11/97
4 Case Study of Singapore Airlines - Melvin Lim
5 Passengers enraged, but does Industry care? Frances Fiorino Aviation World and Space Technology 14/06/99
6 Offering the Best! The Times Case Study Singapore Airlines
7 Singapore Airlines (SIA) Robert Johnston Source material provided 1996
8 Singapore and Virgin to launch code-share on London route (note: this page now linked via The Wayback Machine)
9 AirGuide Online 12/2001
10 Critical success factors for inflight catering services: Singapore Airport Terminal Services' practices as management benchmarks Z Y Chang, W Y Yeong, L Loh TQM Magazine, Volume 9, Issue 4, pp255-259 1997
11 Aviation Safety
12 The Beginning of SIA
13 Beyond Singapore Girl - Grand and product/service differentiation strategies in the new millennium Daniel Chan The Journal of Management Development, Volume 19, Issue 4, pp515-542
14 Personal discussion J Glover and J F Roulston (February 1998)
15 SIA Forum discussion
16 Customer care versus customer count D Clutterbuck, W Goldsmith Managing Service Quality, Volume 8, Issue 5, pp327-338
17 How does Singapore Airlines fly so high? Ron Kaufman
18 A Sense of Place: the best airlines in the Asia Pacific
19 Information on airline seat pitch
20 Information on hijackings
21 SilkAir crash: A killer in the cockpit? Hedley Thomas South China Morning Post 03/10/98
22 SP006 and Crew Resource Management (CRM): what went wrong? Rod Davies 06/11/00
23 "Economy-class syndrome" a major health threat 26/01/01
24 Medical report fuels "economy class syndrome" debate Andrew Demaria CNN News 13/02/01
25 DVT information and advice (note, this page links to the SIA site, which gives SIA guidance on how to have a comfortable journey)
26 Travel restriction discussion (note this page is no longer available)
27 Singapore Air launches in-flight email,web Bob Bewin CNN News 26/04/01
28 Surfing in the Sky: the net takes flight Daffyd Roderick Time Asia 30/10/00
29 Warnings on the dangers of cramped seats
30 UK seat pitch information
31 Legroom information
32 Technically Speaking: Singapore Airlines holds strong a hand in Air New Zealand-Qantas sky war 11/05/01
33 Singapore Airlines announces strategic alliance with American Express to launch co-branded credit card American Express Press Release 14/09/00
34 Singapore Airlines in Woe Eric Ellis The Advertiser18/09/01
35 Aiar wars in Asia: competitive and collaborative strategies and tactics in action Daniel Chan The Journal of Management Development, Volume 19, Issue 6, pp473-488
36 Asia airline industry teeters on collapse Asia Pacific Management News 24/06/98

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All I want for Christmas



Provider Characteristics

Improvement Strategy

The Way Ahead (1996)