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Providing Service Excellence Cost-Effectively
Innovating in both Centralized and Decentralized Manner
Being a Technology Leader and a Follower
Achieving Standardization and Personalization in its Processes
100
What are SIA two main assets?
People and Planes
100
SIA focuses on incremental innovation in most areas because _____________.
The overall experience matters most.
100
List one of the two unsuccessful types of technology SIA first introduced?
In 1981 it introduced slot machines in the upper decks, but removed them when the formed queues became a safety risk, AND a check-in system based on bio-metric technology, which enabled passengers to clear immigration, check in and get their boarding passes in about 60 seconds.
100
SIA’s service processes are highly ________.
Standardized
200
Who does SIA attract as their employees?
First-class university graduates, who are hardworking and ambitious
200
What is a policy of the Product Innovation Department (PID)?
Executives rotating in and out of the department every three years, which is viewed by most as prestigious and an opportunity to shine.
200
What are two successful types of technology SIA first introduced?
In 1991 it became the first to introduce telephone and fax services on board, AND in 1998 SIA was one of the first airlines to set up a website where customers could book flights, choose seats, and order meals.
200
Give an example from the article of "SIA Transforming Customer Service".
Creating a vegetarian meal OR discussing wine with a passenger.
300
List three examples SIA has reduced waste without compromising customer service.
Carrying less food on late-night flights, not placing jam jars on breakfast trays, and pouring from whichever champagne bottle is open.
300
What is the 4-3-3 rule on spending?
40% on training, 30% on revising processes and procedures, and 30% on creating new products and services every year.
300
What were two consequences of Airbus postponing the launch of A380 by almost two years?
It strengthened SIA’s image as a pioneer and gained enormous publicity for the company.
300
What are two examples SIA personalizes the customer experience?
Relaying information about birthdays and preferences from its CRM system, AND address frequent flyers by name and know their favorite drinks and magazines.
400
SIA send each employee through 110 hours of retraining annually. What are four courses they offer?
Deportment, etiquette, wine appreciation, and culture sensitivity.
400
List four of the examples listed in the article of services SIA were first to bring to civil aviation industry.
On-demand entertainment systems in all classes, Dolby sound systems, a book-the-cook services, and the widest business-class seats.
400
What did SIA do in 2004 so it could focus on its core business?
Outsourced many of its IT functions, such as its data center and end-user computing support.
400
What does Transforming Customer Service program teach cabin crews?
How to anticipate customer needs and enhance employee’s ability to delight customers