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Singapore Air-Continuing Service Improvement

Singapore Air-Continuing Service Improvement

In the Singapore Air case, you discover that Singapore Airlines (SIA) has been ranked as the best airline in both independent and customer surveys for nearly 3 decades. It serves as a model of a continuously changing organization – continually modernizing, stretching, and serving customers in ways that stimulate strong loyalty and brand equity. It has been a leader of change in its industry while maintaining a lot of consistency as well. As you reflect on the continuous nature of change in every area of the company, respond to the following prompts as you prepare your discussion thread for this assignment:

What have been SIA’s main ingredients of success?

 SIA has a three-tiered set of foundational strategies to maintain success. First is the high-quality service in flight. This is to include staff, such as flight attendants, in the meals and entertainment provided inflight. The second is to possess a modern fleet of aircraft. This category covers newer aircraft as well as more comfortable options, such as larger seats for passengers.

Lastly, it is a great service for ground operations. This covers reservations to, baggage checks, and everything to get a passenger to the plane. Management and leadership at all levels continue to push these standards and maintain this three-tiered system of success[ CITATION Jic111 \l 1033]. This coincides with what is written in Ephesians. “Serve wholeheartedly, as if you were serving the Lord, not people, because you know that the Lord will reward each one for whatever good they do…” (Ephesians 6:7-8, NIV).

How has their success become vulnerable? Why is it difficult to maintain a leadership position in a company like SIA and continuously improve?

A growing work of customer demands and expectations has caused SIA to become vulnerable. There have also been increased labor shortages in Singapore as well as in other competitors that have become successful. This causes competition, which also feeds into customer expectations and demands increase. SIA has a solid plan to focus on improving service and quality; this helps combat the demands of customers as well as keep SIA ahead of competitors. The catch is that even the competition is constantly improving, and often, new ideas are used across the field and not just by SIA. This causes the advantage to become void and sets the competition on an even playing field, which puts higher stress on customer service and customer opinion.

What do world-class organizations need to do to improve and change continuously?

 All organizations and businesses that want to ensure they stay relevant and successful must improve and change to meet the changing demands of the industry. From customer demands changes to the price of fuel and materials, without changing the way business is done, the company would not be successful. Some techniques that have been useful for many Fortune 500 companies are to make small changes that are manageable, be open to feedback and seek it from customers, conduct a self-assessment program, and maintain strong teamwork[ CITATION Cul18 \l 1033 ]. The other thing that should be done for companies to continue to be successful in a changing world is to change the way employees think. This starts from the top of leadership to the lowest level employee. People need to be aware of the change, why the change is needed, and how they play a part in the change process [CITATION Pal09 \p 359 \l 1033 ]. Staying innovative in a changing world is the best way to ensure this edge over the competition. Employees need to know the cause of change, processes to change and how, techniques or skills to make it happen, and decisions along the way to include milestone completion of achievable steps to keep the team on track [ CITATION Jay18 \l 1033 ].

References

Cullen, E. (2018, April 20). How to promote continuous improvement in the workplace.

Retrieved from Mentimeter: https://www.mentimeter.com/blog/great-leadership/how-to- promotes-continuous-improvement-in-the-workplace

Jayatilleke, S., & Lai, R. (2018). A systematic review of requirements changes management.

Information and software technology, Volume 93, 163-185.

Jick, T. (2011). Singapore Airlines continuing service improvement. In L. University, Case Studies. Busi 504 (pp. 85-104). New York: The trustees of Columbia University.

Palmer, I., Dunford, R., & Buchanan, D. A. (2009). Managing organizational change: A multiple perspectives approach, Third edition. New York: McGraw Hill Education.

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Question 


In the Singapore Air case, you discover that Singapore Airlines (SIA) has been ranked as the best airline in both independent and customer surveys for nearly 3 decades. It serves as a model of a continuously changing organization – continually modernizing, stretching, and serving customers in ways that stimulate strong loyalty and brand equity. It has been a leader of change in its industry while maintaining a lot of consistency as well. As you reflect on the continuous nature of change in every area of the company, respond to the following prompts as you prepare your discussion thread for this assignment:

Singapore Air-Continuing Service Improvement

Singapore Air-Continuing Service Improvement

  • What have been SIA’s main ingredients of success?
  • How has their success become vulnerable?
  • Why is it difficult to maintain a leadership position in a company like SIA and continuously improve?
  • What do world-class organizations need to do to improve and change continuously?

The student will complete 4 Discussions in this course. The student will post one thread of at
least 400 words responding to each prompt and demonstrating course-related knowledge by
11:59 p.m. (ET) on Thursday of the assigned module. For each thread, students must support their
assertions with at least 2 scholarly citations from peer-reviewed journals, 1 citation from the text,
and one biblical integration all in the current APA format. Each reply must incorporate at least 1
scholarly citation from a peer-reviewed journal, 1 citation from the text, and one biblical
integration, all in current APA format. Any sources cited must have been published within the
last five years.

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