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Singapore Airlines' digitalisation plans make room for the little things
National carrier goes down to the micro-level to enhance operational efficiency and customer satisfaction.
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Published Sun, Jan 20, 2019 · 09:50 PM
Singapore
DIGITAL transformation plans often sound like major projects that involve companies making bold moves in a bid to give their businesses a new phase of life.
But national carrier Singapore Airlines (SIA) has decided that for its multi-million-dollar digitalisation plans to work, it also needs to change the status quo at the micro-level - from the way its staff makes decisions, to the kind of problem statements it approaches external parties with.
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