How management helps SIA to become a great airline.

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How management helps SIA to become a great airline

Profitable every year since the beginning, Singapore Airlines (SIA) is frequently ranked as world’s top airlines and has won uncountable international awards for high class flight quality and service. No one can deny the contribution of its management.

  1. Clarity and Commitment. SIA's mission statement and core values establish quality service is a fundamental objective and aspiration of the airline.
  2. Continuous Training. To meet the increasing customer expectation, four training centers within the company (Cabin Crew, Flight Operations, Commercial and management Development) are functioning.
  3. Connection with Customers. SIA makes a concerted effort to stay in touch with customers through in-flight surveys.
  4. Internal Communications. In the pilot pool alone there are more than 25 countries are represented! To keep everyone on the same wavelength, SIA publishes a variety of department newsletters and a monthly company-wide magazine.
  5. Consistent External Communications. The legendary "SIA Girl" is always featured in the advertising layouts and copy, because the "SIA Girl" is the brand identity - the public personification of that service.
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Every organization no matter small or big faces its environment, in which it functions. There are two categories, one is specific environment, and the other is general environment. Here we focus on specific environment in the case of SIA.

Five components constitute specific environment: suppliers, customers, competitors, government and pressure groups. As far as SIA is concerned, it mainly refers to the former three factors. Let’s discuss them in turn.

Suppliers 

Suppliers are an important link in the company’s overall customer value delivery system. They provide resources needed by the company to produce its goods and services. ...

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