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Singapore Airlines: continuing service improvement

Author: Gee, Francesca ; Jick, Todd D.INSEAD Area: Organisational BehaviourPublisher: Fontainebleau : INSEAD, 1993. ; INSEAD Euro-Asia Centre (EAC) 1993.Language: EnglishDescription: 19 p.Type of document: INSEAD CaseNote: Latest version available via https://publishing.insead.eduAbstract: This case describes a) the organizational factors which shaped Singapore Airlines' multi-year record of success, and b) the new challenges it faces to continue to maintain the world class best service. In its 1993 ambition to improve its service, SIA must face over-demanding customers. One of those customers is featured in the case in terms of some special requests. One of SIA's ground agents accomodated, while another did notPedagogical Objectives: This case helps students to see the challenges in continuing improvement efforts: there are competing philosophies proposed at the end of the case - one that advocates greater discretion and empowerment for employees, while the other advocates tighter organizational systems. Continuous improvement initiatives need to manage this tension carefully
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Latest version available via <a href=https://publishing.insead.edu>https://publishing.insead.edu</a>

This case helps students to see the challenges in continuing improvement efforts: there are competing philosophies proposed at the end of the case - one that advocates greater discretion and empowerment for employees, while the other advocates tighter organizational systems. Continuous improvement initiatives need to manage this tension carefully

This case describes a) the organizational factors which shaped Singapore Airlines' multi-year record of success, and b) the new challenges it faces to continue to maintain the world class best service. In its 1993 ambition to improve its service, SIA must face over-demanding customers. One of those customers is featured in the case in terms of some special requests. One of SIA's ground agents accomodated, while another did not

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