Singapore Airlines (A)

  • Reference: HBS-604S05

  • Year: 1981

  • Geographic Setting: Singapore

  • Publication Date: Dec 7, 2015

  • Fecha de edición: Jan 3, 1989

  • Source: HBSP (USA)

  • Type of Document: Case

  • Company: $1 billion yearly revenues

  • Industry Setting: Airlines

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Description

New competition has led to doubts about Singapore Airlines' excellent reputation for in-flight services. The key to maintaining or improving service is the attitude and proficiency of the cabin crews. The company now discovers that there may be problems in this group. This is a rewritten version of earlier cases by D.D. Wyckoff.

Keywords

Employees Operations management Quality control Work force management