SIA engages in only small improvements in functions that don't touch the customer. Being a technology leader where customers can experience the benefits is essential to differentiation; being a follower in the back office contributes to cost leadership.
Over the years, SIA has developed the ability to execute high-risk innovation project. For example, it takes a lot of expertise and courage to be the launch airline for a huge aircraft like the A380. Although things did go wrong when Airbus postponed the launch by almost two years, SIA did get a boots. Introducing the A380 not only strengthened its image as a pioneer but also gained enormous publicity for the company. People bid for seats in one of ebay's biggest auctions, and some paid $100,000 for a seat on the flight from Singapore to Sydney. SIA raised $1.3 million for charity in the auction.