Kom tilfeldigvis over en artikkel om Singapore Airlines' strategi i dag. Selv med ledende servicekvalitet og innovasjoner, må de faktisk tenkte på å maksimere profitt og holde kostnadene nede. En del av dette kan kanskje være interessant nede i Toulouse, også?
Quote:
Despite SIA’s focus on service excellence and innovation, managers and staff are simultaneously aware of the need for profit and cost-effectiveness. This derives from the company culture: ‘‘It’s drilled into us from the day we start working for SIA that if we don’t make money, we’ll be closed down. Singapore doesn’t need a national airline. [...]
Any proposed innovation is analysed carefully on the balance of expected customer benefits versus costs. A solid business case needs to be made to support all proposed innovations and new service offerings. Station managers and frontline staff know that they should balance passenger satisfaction versus cost-effective- ness in their decisions.
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Strategy and organization at Singapore Airlines: Achieving sustainable advantage through dual strategy (Heracleous & Wirtz, 2009). Full artikkel tilgjenglig her:
http://bschool.nus.edu/departments/M...onsia-2009.pdf