SHOULDICE HOSPITAL

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Two letter airline code to remind people that an SQ flight is not just an ordinary flight., it's a quality flight.

SQ culture to Protect SIA's culture , which was a hybrid of East and Wast cultures.

Combination of lots of communication and not suffering from a language barrier.

They expect loyalty to the company and the country. They don't give seniority a lot of value. People move up according to performance .Singapore in general operates on meritocracy.

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Staff Training

The Crew remembered the names of Raffles and First class passengers at boarding and learnt to spot who anted to chat and who wanted to be left alone.

They were to be Customer champions.

Profit Sharing Plans A sizeable part of all employees' earnings as much as months pay , came from a profit sharing scheme.

Monitoring customer satisfaction

Addressing complaints from passengers.. Each complaint was investigated and answered in writing.Index movements were carefully studied for early indications of how SIA was meeting customers expectations.

147 Malayan Airlines first flight

SQ

Frist to offer free drinks and headsets as well as a choice of quality meals for eonomy class passengers.

Most modern fleet of airlines.- Since it frequently brought in the latest models , the average age of SIA's aircraft was 5 years 1 month , well below the industry average of 1 years.

11 SIA introduced Celestel , the world's first international on board telephone service.

It had been the first airline to offer inflight facsimile services.

Technology

Interactive video screens which would enable passengers to access real time news , play computer games , make telephone calls or order items for sale on board.

This would enable passengers to carry on their stock market business or transmit data to their companies on the ground , without leaving their seat.

Outstanding Service on the Ground -

It was to make people's perception of ground service as positive as their perception of in-flight service.. Each Airport unit was given standards in terms of punctuality, baggage handling , speed and friendliness of check-in , efficiency of seat assignment , number of complaints and complaints from customers and professionalism in handling delays and efficiency of transfers.

Majority of SQ's employees were Singaporeans with shared values and concerns and importance was placed on this unity.

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