Five interrelated and mutually supportive elements inherent
in SIA’s HR strategy (see Figure 1), along with leadership
“In Singapore, we always want to be the best in a lot of things. SIA is no different. … a lot of
things that we have been taught from young, from our Asian heritage … filial piety, the care and
concern, hospitality, and, of course, the most important part is trying, if we can, to do whatever
we can to please the customer. And how do we do it? Sometimes, people just wonder, ‘How do
you guys manage to do it with limited time and resources on a flight?’ yet we manage to do it
somehow. Call us magicians.”
Lim Suet Kwee, Senior Rank Trainer,
Singapore Airlines Training School, and Senior Flight Stewardess
A cookbook based on recipes from SIA’s International
Culinary Panel.
SIA’s new business class has the widest seats in the
industry.
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and role modeling by top management, play a key role in SIA’s ability to deliver its business strategy of service excellence in a cost-effective way. Let us next take a closer look at how the five elements work and complement each other at SIA.