Quality Assurance in at Singapore Airlines

Paper Summary:

This paper examines the effect that quality assurance has on increasing airline safety, specifically as to the business development aspects of an airline. The paper focuses on Singapore Airlines and predicts that the implementation of a multi-faceted quality assurance program will lead to increased airline safety at multiple levels. The paper then analyzes these predictions and the issues involved in airline safety.

Table of Contents:
Introduction
Defining Quality Assurance
Studying Quality Assurance in the Airline Industry
Quality Assurance Applied
Overview of the Industry
Singapore Airlines: Examples of Quality Assurance Success
Conclusion

From the Paper:

"The reason the Company Quality Approach is such an essential component to the quality assurance process in an airline business is because of the important role that employees have in creating quality assurance, flight safety and customer satisfaction. Because employees are not a machine and are in fact human, a purely industrial approach is not appropriate for managing the human element of quality assurance. Thus, as such companies as Singapore Airlines has figured out, a unique approach to quality assurance must be taken as to the employee and people aspect of running a quality airline. This unique approach is the Company Quality Approach and is an essential part of the human resources operation of any airline."

Sample of Sources Used:

• Abrashoff, Michael D. (2002): It's Your Ship: Management Techniques from the Best Damn Ship in the Navy. New York: Grand Central Publishing.
• Akerlof, G.A. The Market for Lemons: Quality Uncertainty and the Market Mechanism. The Quarterly Journal of Economics, V. 64, Issue 3 (August, 1970). 488-500.
• Bethune, Gordon and Scott Huler. (1999): From Worst to First: Behind the Scenes of Continental's Remarkable Comeback. New York: John Wiley & Sons, Inc.
• Bohlander, George W. and Scott A. Snell. (2006): Managing Human Resources. South Western.
• Doganis, Rigas. (2005): Airline Business. Taylor & Francis, Inc.

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