Singapore Airlines' Secrets

07/09/2010

To be beautiful means to be yourself. You don’t need to be accepted by others. You need to accept yourself.
Thich Nhat Hanh

In traveling to and from World Forum events, we have found that Singapore Airlines (SIA) far and away provides the best flying experience. So I was intrigued when the Harvard Business Review (July 2010) ran an article, "Singapore Airlines Balancing Act," explaining how SIA manages to offer "world class service." Not surprisingly, a key focus at SIA is on employee training. In fact SIA follows a 4-3-3 rule of spending: "40% on training, 30% on revising processes and procedures, and 30% on creating new products and services."

In describing SIA's heavy investment in training, the article observed ... "it schools its fresh recruits for four months — twice as long as the industry average — and spends around $70 million a year to put each of its 14,500 employees through 110 hours of retraining annually. The training includes courses on deportment, etiquette, wine appreciation, and cultural sensitivity.... Trainees learn to appreciate subtle issues, such as communicating at eye level rather than talking down to passengers. The superior service that results not only delights customers, but also reduces cost by minimizing customer turnover."

Building a Team that Hits the Mark

Targeted Leadership — Building a Team That Hits the Mark takes complex leadership principles and presents them in a way that is easy to understand and put into action. This is an essential resource for leaders to use when polishing their skills, as well as fostering them in their staff members.

Targeted Leadership tackles concepts such as hiring, supervising, and firing. It also provides a step-by-step approach to finding and retaining the team you have always desired. This book includes a CD-ROM with printable handouts for training or classroom use.

50 Art Easel Ideas – FREE!

Along with The Mailbox.com, Jonti-Craft has developed a collection of 50 projects to give you new ideas for using your art easels. Each idea includes clearly defined learning goals as well as being illustrated in a color photo. Get your copy today!

Collect 100% of Fees When Due!

EZ-CARE2 makes it easy with one-click online payments or auto-payments. Works with credit cards or save over 70% with low-cost e-checks.

www.ezcare2.com/tuition-processing

For more information about Exchange's magazine, books, and other products pertaining to ECE, go to www.ccie.com.