Performance and improvement Systems Singapore Airlines

Performance and improvement Systems Singapore Airlines
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Table of Content
Content Page
Background of the Singapore Airlines Limited…………………………………………………...3
Work Life Policies in Singapore Airlines…………………………………………………………3
Problematic Issues in SIA and why they occurred………………………………………………..4
Improvements and recommendations……………………………………………………………..6
Analysis of the Suggestions……………………………………………………………………….7
Conclusion………………………………………………………………………………………...7
Bibliography………………………………………………………………………………………8

Singapore Airlines
Background information
Singapore Airlines Limited (SIA) is an international airline in Singapore and the major airline in the Pacific region. The airline’s history can be traced back in 1947 from the Malayan Airways Limited (MAL) which was later split in 1972 to SIA and the Malaysian Airline System. The airline is known for its continued efforts to upgrade its technology and customer services. It has been the world’s most profitable and persistent airline with over 90 destinations in 40 countries. The company has over 21000 employees to guarantee excellent customer services both on crew and office staffs (Lucas 2003, P.49).
Work life policies in SIA
The airline is believed to have the best and efficient working population in the whole of the Asian region. When it comes to work, the strategies are balancing the desires of the airline and ensure full participation in the market. All the employees are obligated to balance their work life with their personal responsibilities. The employees are aware of the market irregularities and therefore flexible in switching to different jobs in the company (Doganis 2001, P.119). With more than 28000 employees situated in different countries, the workers have clear communication lines in order to be able to learn the different cultures and be consistent. Regular dialogue within the airline helps the workers to be organized and cooperate. For delivering of quality service, the workers also involve themselves in external communications and connections with their customer in order to know their demands. For example in 1998, the airline conducted a survey of over 4000 customers to find out their preferences (Doganis 2001, P.120).
Customer service is the core function of the business. The workers are committed to fulfill the mission of the airline in providing quality customer service and fundamental objectives to reach the goals of the company. In order to accomplish this, the workers ...