Explain what about SIA’s system for measuring service quality
After reading the Singapore Airlines Case Studies A and Singapore Airlines Case Studies B, create a paper (1,500-1,750 words) that addresses the subsequent:
1) Singapore Airlines (SIA) states that cabin crews are a vital component of its service strategy. Find the elements of SIA’s workforce management program (young crew policy, training program, and performance measurement, communication and feedback procedures). Explain what changes would you recommend and why?
2) Explain should the company change its advertising campaign? Why or why not?
3) Explain what about SIA’s system for measuring service quality? Do you recommend any changes? Why or why not?
4) SIA’s strategy to deliver quality adds six main points: democratic organization, smallest units to carry out tasks, delegate authority, creating an environment where delegated responsibility will be used effectively, retraining and training are objectives, and one department is not more important than another. Is SIA violating any of its policies? Would you change any of these points, and, if so, why?
5) Is the plan to set up slot machines a positive change? Support your position.
6) Add an introduction and concussion that connects to the course objectives.
Prepare assignment according to the APA guidelines found in the APA Style Guide, located in the Student Success Center. An abstract is not required.
