Singapore Airlines' digitalisation plans make room for the little things

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.

In order to boost operational efficiency and customer satisfa…