Singapore Airlines Case Study

As with most things in life there seems to be only one thing constant, that is change. Just as in one’s personal life in their business or professional life is just as complex and ever changing. Today 's business environment requires that organizations, in order to remain successful, undergo changes more or less on a constant basis if they are to remain competitive. These changes may only be minor such as installing new software throughout the organization or it may be something major such as in refocusing the overall strategy of the organization. It is up to the change manager to effectively move the organization forward, at minimal cost, from its current state to its desired state in such a way that it will continue to be a successful thriving

Singapore Airlines training programs were like no other, they were very demanding and rigorous, requiring candidates pass testing along with other rigid criteria and policies that were consistent with their advertising campaign, such as hairstyle, makeup and limitations set on the amount of jewelry one could wear (Wyckoff, 1986a). While the benefits package was impressive, some employees thought the way Singapore airlines treated their women and the older employees unfairly, which brought about negative feedback and ultimately their decreasing

Singapore airlines use of surveys both internal and external is a good way to gauge service quality. Management at Singapore Airlines was generally satisfied with the trends of the internal surveys as rates of employee complaints had not risen even with their rapid expansion program (Wyckoff, 1986a). Additionally, the use of external surveys not only allowed for benchmarking with their competitors, it allowed for the identification and correction of other problem