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Case
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Reference no. 9-687-022
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School); Lucy N Lytle (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1986
Version: 1 March 1989
Length: 19 pages
Data source: Field research
Topics: Operations management; Quality control; Work force management
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Abstract

New competition has led to doubts about Singapore Airlines'' excellent reputation for in-flight services. The key to maintaining or improving service is the attitude and proficiency of the cabin crews. The company now discovers that there may be problems in this group. This is a rewritten version of earlier cases by DD Wyckoff.
Location:
Singapore
Industry:
Airline
Size:
Large, USD1 billion yearly revenues
Other setting(s):
1981
Teaching note
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Reference no. 5-687-029
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1986
Version: 16 June 1989
Length: 11 pages
Data source: Field research
View full details
Case
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Reference no. 9-604-S05
Spanish language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School); Lucy N Lytle (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2007
Version: 1 March 1989
Length: 20 pages
Data source: Field research
Topics: Operations management; Quality control; Work force management
View full details
Compact case
Supplement
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Reference no. 9-687-023
Subject category: Production and Operations Management
Authors: Christopher W Hart (Harvard Business School); Lucy N Lytle (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1986
Version: 7 October 1986
Length: 3 pages
Data source: Field research
Topics: Work force management; Operations management; Quality control
View full details

About

Abstract

New competition has led to doubts about Singapore Airlines'' excellent reputation for in-flight services. The key to maintaining or improving service is the attitude and proficiency of the cabin crews. The company now discovers that there may be problems in this group. This is a rewritten version of earlier cases by DD Wyckoff.

Settings

Location:
Singapore
Industry:
Airline
Size:
Large, USD1 billion yearly revenues
Other setting(s):
1981

Related

Teaching note
-
Reference no. 5-687-029
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1986
Version: 16 June 1989
Length: 11 pages
Data source: Field research
View full details
Case
-
Reference no. 9-604-S05
Spanish language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School); Lucy N Lytle (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2007
Version: 1 March 1989
Length: 20 pages
Data source: Field research
Topics: Operations management; Quality control; Work force management
View full details
Compact case
Supplement
-
Reference no. 9-687-023
Subject category: Production and Operations Management
Authors: Christopher W Hart (Harvard Business School); Lucy N Lytle (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1986
Version: 7 October 1986
Length: 3 pages
Data source: Field research
Topics: Work force management; Operations management; Quality control
View full details