A Singapore airline which was created in 1972 developed strategies in preparation to provide to the customers the necessary health care needs. The company ensured that their fiscal benefits were geared towards maximization of market shares and profitability margin in order to become the most competitive service provider to its customers. Since the customers were their priority, the management chose to operate based on a thematic statement. The philosophical statement indicated that their success or failure would be determined by the quality of service they offered. Thus they had to ensure the health needs of the clients were equitably addressed during travels.
Singapore airlines advocated for excellent customer service that would sustain their health and ability in the next decade. They achieved this by reinventing the company’s infrastructure. The airlines company also introduced new methods of satisfying their ancient, present as well as the anticipated clients. These methods included customer based assistance at the airline by employing automatic conveyors to carry the loads in the airline ground. This customer based initiative has so far led to an exponential increase in the number of foreign and local clients who use the airline daily. A replica positive consequence was that Singapore airlines became a world class plane operator.
On the other hand due to the desire to provide reliable customer services, the company acquired an elevated standard above the closely linked competitors. In order to maintain the newly acquired standard amongst the competitors the airline evaluated all the employees’ performance. The client’s needs changed with time such that adjustments were made during the summer as well as winter seasons. The management ensured that the flights were always the best a passenger would choose for the self. By differentiation, the flight company worked against the rest of the companies in order to allow the customers the maximum possible enjoyment. The health needs of the customers were to be addressed by the professional crew members. Each client should present his/her individual health problems to the crew and be able to receive efficient solutions. Since service was their main course the airline focused on exposing their wit as well as individual performance.
As observed by the operations manager at the airport, the client’s health and well being was very critical and much poise and aptitude was to be displayed by the crew. As a result the employees were to be very bold, loving, compassionate, and swift in response. The best of the crew applicants were to be trained for one year in order to learn all the necessary skills in the flights. On the other hand the airlines train most of the workers whose age range between the teenage and adult age. This young workforce would in return serve the citizens adequately with a lot of skill and ease. The most important strategy was that of ensuring that the young people were distributed to various parts of Singapore in order to reach out to the citizens.
On the other hand, the younger crew would serve the old and young clients as well as compared to diversified older people. It is also true that the young workers serving the citizens were able to reduce on the discomfort encountered by whenever the aged crew members serve the older clients. In order to sustain the citizens, the young set of workers would learn of the citizen’s new suggestions then get make necessary changes.
Moreover, the young people were able to change and make adjustments with ease. By employing young people it would disapprove the awkwardness likely to be encountered by older clients when being served by older crew members. In addition, a younger crew would be more likely to accept new procedures and become less cynical of the employment requirement.
In regard to perfection, the airline company worked to perfect its service provision of a workable network with the outside world. The initial thing the airline company did was to ensure all the workers receive training concerning networking with the global clients. This required a high level of commitment and conversion of attitude and character. Workers were trained in order to acquaint themselves with the various communication agencies. They also learnt about relation styles as well as mode of interpreting diverse reactions.
Essentially, in-flight relations demanded a widened knowledge on the diverse methods of food preparation. They as well learnt how to handle emergency cases while in the air as well as on the ground. The experience led to extensive contact development with other airlines as well as health care units in other parts of the world.
The airline company also established proper strategic plans for the next decade in regard to its functions. The first plan to be adopted was to employ diversity while seeking for employees in order to meet all the needs of the diversified customers. The most revered marketing strategy Singapore employed was courtesy and conservation. As a result their operation symbol is an Asian woman. The global clientele also appreciated the expanse and beauty of the Asian culture thus attracting more clients each day.
Essentially, Singapore airlines perform daily evaluation of staff performance by using clients’ comments and complain. This is done in order to ascertain the level of performance amongst the employees while other adjustments were also made accordingly. The staff members were incremented in order to serve more customers in the ticket acquisition and baggage check up. INRA surveys often presented compliments about good staff performances in comparison to the competitor airlines.
The airline‘s management style was fully client based and every step taken depended on the customers diverse desires. However, the introduction of automated services was not well received. The challenge faced by the management was over reliance on customer’s comments for directions. The in-flight services were improved and their target was acquiring new and sustaining the elite customers. Initially the customer based management style was appropriate and welcome although later it became ineffective. Evaluation showed that after introduction of a slot machine, most clients sustained in-flight injuries. Moreover, the machines emitted light that was very harmful to the customer’s health. Therefore it was important that the machine get replaced or withdrawn since its usefulness was overridden by its negative effects.
The client based leadership style was however approved of in the service providing agencies since most of the necessities could only be identified by the customers. The complaints highlighted helped improve on the work of each department since interactions led to enlightening of pertinent issues. S the innovativeness resulted from the diversity of customers from all over the globe. The most essential approach recommended by the networking and logistics department was that of converting Singapore to be a partaker of the global advantage. Therefore market diversity would be easy to address and solve future challenges.
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Bronny R. (2008). Nurses working in Germany. Georgia: Princeton University Press.
