Singapore Airlines aims to remain customer-centric by focusing on its core airline business and enhancing the customer experience. It plans to divest from non-core businesses, introduce new business class routes, and enhance the pre-flight experience. It must position itself as a premium carrier to avoid price wars and maintain reasonable margins for long-term survival in the competitive airline industry.
Avnet, Inc. 2010 Analyst Day & 50th Anniversary Celebration: Dec 15, 2010
Presenters included: Roy Vallee, chairman and chief executive officer; Rick Hamada, president and chief operating officer; Ray Sadowski, senior vice president and chief financial officer; Harley Feldberg, president, Electronics Marketing; and Phil Gallagher, president, Technology Solutions.
Following the analyst day event, Avnet commemorated its 50th anniversary on the New York Stock Exchange by ringing the closing bell.
Everest Group Performance | Experience | Ability | Knowledge (PEAK) Matrix™ provides an objective, data-driven comparative assessment of third-party outsourcing service providers specific to a market segment (function, process, industry vertical).
Working closely with your logistics providers to ensure the provision of optimum capacity ( in the short, medium and long term)
By Roger Moore
LogiChem 2011 will be the event's tenth anniversary and an opportunity for the most senior chemical supply chain & global logistics directors from the European chemicals community to come together once again share experiences, make new contacts and benchmark the latest chemical supply chain initiatives.
Not only will LogiChem 2011 be a chance for the chemical industry to reminisce about the last ten years but an opportunity to shape the next decade. To celebrate a decade of LogiChem, there will be an exciting three day programme filled with networking opportunities in our new location, Antwerp.
Avnet, Inc. 2010 Analyst Day & 50th Anniversary Celebration: Dec 15, 2010
Presenters included: Roy Vallee, chairman and chief executive officer; Rick Hamada, president and chief operating officer; Ray Sadowski, senior vice president and chief financial officer; Harley Feldberg, president, Electronics Marketing; and Phil Gallagher, president, Technology Solutions.
Following the analyst day event, Avnet commemorated its 50th anniversary on the New York Stock Exchange by ringing the closing bell.
Everest Group Performance | Experience | Ability | Knowledge (PEAK) Matrix™ provides an objective, data-driven comparative assessment of third-party outsourcing service providers specific to a market segment (function, process, industry vertical).
Working closely with your logistics providers to ensure the provision of optimum capacity ( in the short, medium and long term)
By Roger Moore
LogiChem 2011 will be the event's tenth anniversary and an opportunity for the most senior chemical supply chain & global logistics directors from the European chemicals community to come together once again share experiences, make new contacts and benchmark the latest chemical supply chain initiatives.
Not only will LogiChem 2011 be a chance for the chemical industry to reminisce about the last ten years but an opportunity to shape the next decade. To celebrate a decade of LogiChem, there will be an exciting three day programme filled with networking opportunities in our new location, Antwerp.
PowerPoint presentation to accompany
Heizer and Render
Operations Management, 10e
Principles of Operations Management, 8e
PowerPoint slides by Jeff Heyl
Aeronautic manufacturing industry is facing huge challenge : production ramp up, new launch, etc
Increase use of suppliers has complexified programs management and
Presentation To Association Of Strategic Alliance Professionals Feb 12 2009Mike Bowes
Presentation made to 2009 ASAP Global Alliance Summit in Fort Lauderdale. Describes a joint venture of 5 metalworking competitors to seek new markets and business. Explores elements of innovation in business model in manufacturing. For PPT contact directly.
PowerPoint presentation to accompany
Heizer and Render
Operations Management, 10e
Principles of Operations Management, 8e
PowerPoint slides by Jeff Heyl
Aeronautic manufacturing industry is facing huge challenge : production ramp up, new launch, etc
Increase use of suppliers has complexified programs management and
Presentation To Association Of Strategic Alliance Professionals Feb 12 2009Mike Bowes
Presentation made to 2009 ASAP Global Alliance Summit in Fort Lauderdale. Describes a joint venture of 5 metalworking competitors to seek new markets and business. Explores elements of innovation in business model in manufacturing. For PPT contact directly.
SAP’s Approach to Sourcing and Procurement Strategies in Today’s EconomyJon Hansen
eWorld Purchasing & Supply Conference
Day 2 - September 29th, 2010
11:05 to 11:35 AM SAP’s Approach to Sourcing and Procurement Strategies in Today’s Economy
Overview:
The session will introduce the main procurement trends and challenges that our customers are facing; look at the adoption pace of procurement solutions and how SAP are approaching Sourcing and Procurement Strategies in today’s Economy.
Speaker:
Cathy Daws, Line of Business Procurement, SAP UK and Ireland
I recently spoke at the BPO India Forum event on the topic of Workforce productivity & the role of services workforce in BPOs in driving end consumer experience. I have suggested an approach for organizations to achieve significant improvements in service delivery while keeping costs constant, thereby allowing the BPO to achieve non-linear growth.
Achieving Dialogue In The Age Of The Omni-Channel CustomerG3 Communications
"Blast" marketing strategies of the past are no longer sufficient to engage today's customers and foster loyalty. Typical campaign response rates have plummeted while customer opt-out rates have ascended, limiting your ability to converse with even your most valuable customers. New automated dialogue strategies can help retailers create a seamless experience across all channels and engage with each of their customers as individuals, connecting every customer communication - outbound, inbound, marketing, sales or service - into an ongoing dialogue where customer insight and understanding forms the basis for each and every interaction.
The Blue Ocean Strategy is the art and science of making the competition irrelevant by creating uncontested market spaces. It is the mantra for winning in the marketplace without fighting the war. It argues that the best business strategy is to stop competing against competitors and create a blue ocean opportunity – a marketplace without any competition. Blue Ocean Strategy focuses on value innovations and lifting buyer values that could result in making conventional competition irrelevant and extend the industry boundaries and thereby creating un contested market space by tapping the untapped market space or by creating demand.
This is part 2 of the webinar series. In this part we will see how companies like zynga, khan academy and indochino have successfully applied the Principles of Blue Ocean Strategy.
Ethnobotany and Ethnopharmacology:
Ethnobotany in herbal drug evaluation,
Impact of Ethnobotany in traditional medicine,
New development in herbals,
Bio-prospecting tools for drug discovery,
Role of Ethnopharmacology in drug evaluation,
Reverse Pharmacology.
The Roman Empire A Historical Colossus.pdfkaushalkr1407
The Roman Empire, a vast and enduring power, stands as one of history's most remarkable civilizations, leaving an indelible imprint on the world. It emerged from the Roman Republic, transitioning into an imperial powerhouse under the leadership of Augustus Caesar in 27 BCE. This transformation marked the beginning of an era defined by unprecedented territorial expansion, architectural marvels, and profound cultural influence.
The empire's roots lie in the city of Rome, founded, according to legend, by Romulus in 753 BCE. Over centuries, Rome evolved from a small settlement to a formidable republic, characterized by a complex political system with elected officials and checks on power. However, internal strife, class conflicts, and military ambitions paved the way for the end of the Republic. Julius Caesar’s dictatorship and subsequent assassination in 44 BCE created a power vacuum, leading to a civil war. Octavian, later Augustus, emerged victorious, heralding the Roman Empire’s birth.
Under Augustus, the empire experienced the Pax Romana, a 200-year period of relative peace and stability. Augustus reformed the military, established efficient administrative systems, and initiated grand construction projects. The empire's borders expanded, encompassing territories from Britain to Egypt and from Spain to the Euphrates. Roman legions, renowned for their discipline and engineering prowess, secured and maintained these vast territories, building roads, fortifications, and cities that facilitated control and integration.
The Roman Empire’s society was hierarchical, with a rigid class system. At the top were the patricians, wealthy elites who held significant political power. Below them were the plebeians, free citizens with limited political influence, and the vast numbers of slaves who formed the backbone of the economy. The family unit was central, governed by the paterfamilias, the male head who held absolute authority.
Culturally, the Romans were eclectic, absorbing and adapting elements from the civilizations they encountered, particularly the Greeks. Roman art, literature, and philosophy reflected this synthesis, creating a rich cultural tapestry. Latin, the Roman language, became the lingua franca of the Western world, influencing numerous modern languages.
Roman architecture and engineering achievements were monumental. They perfected the arch, vault, and dome, constructing enduring structures like the Colosseum, Pantheon, and aqueducts. These engineering marvels not only showcased Roman ingenuity but also served practical purposes, from public entertainment to water supply.
Synthetic Fiber Construction in lab .pptxPavel ( NSTU)
Synthetic fiber production is a fascinating and complex field that blends chemistry, engineering, and environmental science. By understanding these aspects, students can gain a comprehensive view of synthetic fiber production, its impact on society and the environment, and the potential for future innovations. Synthetic fibers play a crucial role in modern society, impacting various aspects of daily life, industry, and the environment. ynthetic fibers are integral to modern life, offering a range of benefits from cost-effectiveness and versatility to innovative applications and performance characteristics. While they pose environmental challenges, ongoing research and development aim to create more sustainable and eco-friendly alternatives. Understanding the importance of synthetic fibers helps in appreciating their role in the economy, industry, and daily life, while also emphasizing the need for sustainable practices and innovation.
Palestine last event orientationfvgnh .pptxRaedMohamed3
An EFL lesson about the current events in Palestine. It is intended to be for intermediate students who wish to increase their listening skills through a short lesson in power point.
How to Split Bills in the Odoo 17 POS ModuleCeline George
Bills have a main role in point of sale procedure. It will help to track sales, handling payments and giving receipts to customers. Bill splitting also has an important role in POS. For example, If some friends come together for dinner and if they want to divide the bill then it is possible by POS bill splitting. This slide will show how to split bills in odoo 17 POS.
Operation “Blue Star” is the only event in the history of Independent India where the state went into war with its own people. Even after about 40 years it is not clear if it was culmination of states anger over people of the region, a political game of power or start of dictatorial chapter in the democratic setup.
The people of Punjab felt alienated from main stream due to denial of their just demands during a long democratic struggle since independence. As it happen all over the word, it led to militant struggle with great loss of lives of military, police and civilian personnel. Killing of Indira Gandhi and massacre of innocent Sikhs in Delhi and other India cities was also associated with this movement.
2024.06.01 Introducing a competency framework for languag learning materials ...Sandy Millin
http://sandymillin.wordpress.com/iateflwebinar2024
Published classroom materials form the basis of syllabuses, drive teacher professional development, and have a potentially huge influence on learners, teachers and education systems. All teachers also create their own materials, whether a few sentences on a blackboard, a highly-structured fully-realised online course, or anything in between. Despite this, the knowledge and skills needed to create effective language learning materials are rarely part of teacher training, and are mostly learnt by trial and error.
Knowledge and skills frameworks, generally called competency frameworks, for ELT teachers, trainers and managers have existed for a few years now. However, until I created one for my MA dissertation, there wasn’t one drawing together what we need to know and do to be able to effectively produce language learning materials.
This webinar will introduce you to my framework, highlighting the key competencies I identified from my research. It will also show how anybody involved in language teaching (any language, not just English!), teacher training, managing schools or developing language learning materials can benefit from using the framework.
Welcome to TechSoup New Member Orientation and Q&A (May 2024).pdfTechSoup
In this webinar you will learn how your organization can access TechSoup's wide variety of product discount and donation programs. From hardware to software, we'll give you a tour of the tools available to help your nonprofit with productivity, collaboration, financial management, donor tracking, security, and more.
Home assignment II on Spectroscopy 2024 Answers.pdf
NUS-DBS International Case Competition 2010 - USC Marshall (Champions)
1. Singapore
Airlines:
Flying
to
New
Heights
Conquest
Consul<ng
Emily
Dong
│ Michelle
Li
│Nikunj
Mistry
│ Calvin
Tay
2. Value
Proposi<on
Objec<ves
Remain
Customer
Centric
Focus
on
Core
Business
Units
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
3. Value
Proposi<on
Objec<ves
Customer
First
Enhancing
Customer
Experience
Ini8a8ves
Remain
Customer
Centric
Divest
SIAEC
Focus
on
Core
Introduce
Business
Class
Routes
to
Business
Units
Financial
Hubs
Enhance
Customer
Experience
pre-‐Flight
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
4. Value
Proposi<on
Objec<ves
Customer
First
Value
Added
Enhancing
Customer
Experience
Ini8a8ves
Remain
Customer
Centric
NPV
=
$
Divest
SIAEC
Focus
on
Core
Introduce
Business
Class
Routes
to
Business
Units
Financial
Hubs
Enhance
Customer
Experience
pre-‐Flight
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
5. Externali<es
Airline
Industry
Sensi=ve
to
Externali=es
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
6. Government
Regula<on
Airline
Industry
Sensi=ve
to
Externali=es
Government
Regula=on
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
7. Expansion
of
Budget
Market
Airline
Industry
Low
Legacy
Cost
Sensi=ve
to
Externali=es
Size
and
Network
Growth
and
Government
Regula=on
Access
to
Capital
Pricing
and
Expansion
of
Budget
Market
Structure
Cost
Structure
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
8. Complex
Opera<ons
Airline
Industry
Sensi=ve
to
Externali=es
Government
Regula=on
Expansion
of
Budget
Market
Complexi=es
of
Opera=ons
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
9. Posi<oning
Large
investment
in
Loyal
customers,
reasonable
Premium
Carriers
innova=on,
superior
product
margins,
economies
of
scale.
and
reputa=on.
Low
margins
with
high
No
loyal
following,
liSle
Standard
Carriers
pressure
from
low
cost,
low
network
effects
differen=a=on
High
volume,
simple
Low
Cost
Carriers
No
loyal
following,
no
business
model,
low
service
differen=a=on
level
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
10. Posi<oning
Large
investment
in
Loyal
customers,
reasonable
Premium
Carriers
innova=on,
superior
product
margins,
economies
of
scale.
and
reputa=on.
KEY
TAKEAWAYS
Singapore
Airlines
must
posi1on
as
a
Low
margins
with
Carrier
to:
Premium
high
No
loyal
following,
liSle
Standard
Carriers
pressure
from
low
cost,
low
1. Avoid
price
wars
with
LCC
and
network
effects
differen=a=on
Standard
Carriers
2. ASain
reasonable
margins
for
sustained
survival
High
volume,
simple
Low
Cost
Carriers
No
loyal
following,
no
business
model,
low
service
differen=a=on
level
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
11. Customer
Interface
Singapore
Airlines
Fulfillment
&
Support
Rela8onship
Dynamics
Rigorous
quality
control
system
Con=nuous
face-‐to-‐face
Selec=ve
staff
recruitment
and
interac=on
between
cabin
staff
selec=on
and
customers
Thorough
training
policy
Three-‐=er
pricing
structure
Extensive
surveys
to
determine
ensures
each
customer
segment
customer
needs
and
preferences
is
clearly
delineated
Informa8on
&
Insight
Pricing
Structure
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
12. Strategies
for
Con<nued
Success
Strategy
/
Key
Factors
for
Need
in
order
to
Recommenda8ons
Success
Succeed
An=cipate
customer
Reinforcing
the
Brand
needs
Focusing
on
the
Differen1ate
Service
Quick
reac=on
to
Travel
Experience
Classes
unfavorable
externali=es
Increase
Customer
Convenience
Innova=on
Experience
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
13. Strategies
for
Con<nued
Success
Strategy
/
Key
Factors
for
Need
in
order
to
Recommenda8ons
Success
Succeed
An=cipate
customer
Reinforcing
the
Brand
needs
Focusing
on
the
Differen1ate
Service
Quick
reac=on
to
Travel
Experience
Classes
unfavorable
externali=es
Increase
Customer
Convenience
Innova=on
Experience
Increase
flow
into
Tradewinds
Target
growing
ci=es
Singapore
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
14. Strategies
for
Con<nued
Success
Strategy
/
Key
Factors
for
Need
in
order
to
Recommenda8ons
Success
Succeed
An=cipate
customer
Reinforcing
the
Brand
needs
Focusing
on
the
Differen1ate
Service
Quick
reac=on
to
Travel
Experience
Classes
unfavorable
externali=es
Increase
Customer
Convenience
Innova=on
Experience
Increase
flow
into
Tradewinds
Target
growing
ci=es
Singapore
Discon=nue
SIAEC
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
15. Strategies
are
Reinforcing
Strategy
/
Key
Factors
for
Need
in
order
to
Recommenda8ons
Success
Succeed
Focus
on
Core
Business
An=cipate
customer
Reinforcing
the
Brand
needs
Focusing
on
the
Differen1ate
Service
Quick
reac=on
to
Reinvest
in
Travel
Experience
Classes
unfavorable
externali=es
Grow
&
Reinforce
Premium
Services
Brand
Increase
Customer
Convenience
Innova=on
Experience
Expand
Increase
flow
into
Expand
Tradewinds
Target
growing
ci=es
Tradewinds
Singapore
Divest
SIAEC
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
16. Growth
Through
Equity
Stakes
Historical
growth
strategy
through
pursuing
equity
stakes
in
younger
airlines
25%
Stake
49%
Stake
49%
Stake
Decreased
to
34.4%
Decreased
to
6.47%
Stake
Sold
due
to
following
Underperformance
Stock
Exchange
Stake
Sold
at
Loss
Lis=ng
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
17. Growth
Through
Equity
Stakes
Historical
growth
strategy
through
pursuing
equity
stakes
in
younger
airlines
South
Korea,
Malaysia,
and
Indonesia,
KEY
TAKEAWAYS
registering
the
highest
1. Too
Mout
of
the
top
growth
uch
Compe11on
15
markets
2. Have
not
been
successful
in
the
past
25%
Stake
49%
Stake
49%
Stake
The
top
5
markets:
Indonesia
China
ot
look
into
new
equity
SIA
should
n
Malaysia
stakes
with
low-‐cost
carriers
India
Decreased
to
34.4%
Decreased
to
6.47%
Australia
Sold
due
to
Stake
following
Underperformance
Stock
Exchange
Stake
Sold
at
Loss
Lis=ng
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
18. Cri<cal
Role
of
the
Singapore
Girl
A
Unified
Brand
Singapore
Girl
• Asian
values
and
hospitality
• Warm,
caring,
gentle,
elegant
and
serene
Brand
Image
• High
quality
• Innova=ve
• Safety
and
service
excellence
• Consistency
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
19. Cri<cal
Role
of
the
Singapore
Girl
KEY
TAKEAWAYS
A
Unified
Brand
SIA’s
brand
image
is
reliant
on
2
pillars
Singapore
Girl
1. Singapore
Girl
• Asian
values
and
hospitality
2. An
ongoing
dedica=on
to
quality
and
service
excellence
arm,
caring,
gentle,
elegant
and
• W
serene
Brand
Image
Singapore
Girl
image
is
• High
quality
essen8al
to
the
con8nued
• Innova=ve
success
of
SIA
and
service
excellence
• Safety
• Consistency
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
20. Focusing
on
the
Customer
Experience
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
21. Who
Is
The
Customer
Airline Customer Value Segmentation (By Revenue)
ISSUE
Segmenta=on
By
Frequent
Flier
Program
Data
Is
Insufficient
The
Majority
of
Spending
Is
Done
Through
A
Small
Percentage
of
Customers
Find
Out
Who
These
Customers
Are
And
Tailor
To
Them
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
22. What
Do
The
Customers
Want
Airline Customer Value Segmentation (By Revenue)
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
23. What
Do
the
Customers
Want
Airline Customer Value Segmentation (By Revenue)
Key
Takeaway
“High
Road
Warriors”
&
“Global
Stars”
Make
Up
27%
Of
Average
Airline
Revenues
They
Value
Flexibility
&
Recogni=on
Convenience
&
Segmenta8on
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
24. GeOng
Into
the
Customer’s
Head
Buy
A
Ticket
Board
Ride
Transport
To
Wait
To
Baggage
Airport
Board
Claim
Transport
Check-‐In
Security
From
Airport
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
25. Mobile
Check-‐In
For
All
Benefits
No
Need
To
Print
No
Paper
To
Carry
Never
Worry
About
Losing
A
Boarding
Pass
Again
Buy
A
Ticket
Board
Ride
Transport
To
Wait
To
Baggage
No
Excess
Paper
When
You’re
Done
Airport
Board
Claim
Transport
Check-‐In
Security
From
Airport
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
26. Smart-‐Card
Check-‐In
For
The
Elite
How
It
Works
Scan
Smart-‐Card
At
Kiosk
Scan
Finger
For
Iden=fica=on
Use
As
Boarding
Pass
At
The
Gate
Buy
A
Ticket
Board
Ride
Transport
To
Wait
To
Baggage
Airport
Board
Claim
Transport
Check-‐In
Security
From
Airport
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
27. Connec<ng
With
Our
Customers
How
It
Works
Receive
Login
For
Internet
At
SIA
Check-‐
In
Counter
Use
Wireless
As
You
Are
Wai=ng
To
Board
SIA
Customer
Will
Feel
Special
Compared
To
Customers
of
Other
Airlines
Buy
A
Ticket
Board
Ride
Wireless
Login
Will
Terminate
At
Transport
To
Wait
To
Baggage
Airport
Board
Claim
Boarding
Time
To
Ensure
Timely
Boarding
Transport
Check-‐In
Security
From
Airport
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
28. Expansion
of
Business
Class
Flights
• Increasing
level
of
interna=onal
travel
for
business
purposes
• Corporate
firms
are
willing
to
pay
premium
for
last
minute
flights
• Not
price
sensi=ve
• Targe=ng
financial
centers
of
the
world
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
29. Financial
Centers
of
the
World
London
New
York
Hong
Kong
Shenzhen
Sydney
Reliability
of
Transporta=on
Ease
of
Access
Quality
of
Public
Services
Professionalism
of
Des=na=on
Language
Accessibility
Unfavorable=
Favorable=
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
30. Which
Ci<es
to
Target
London
New
York
Hong
Kong
Shenzhen
Sydney
Reliability
of
Transporta=on
Ease
of
Access
Quality
of
Public
Services
Professionalism
of
Des=na=on
Language
Accessibility
Unfavorable=
Favorable=
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
31. Which
Ci<es
to
Target
London
New
York
Hong
Kong
Shenzhen
Sydney
Reliability
of
KEY
TAKEAWAYS
Transporta=on
1. Increased
level
of
interna=onal
Ease
of
Access
business
2. Increased
travel
to
financial
centers
Quality
of
Public
of
the
world
Services
Professionalism
of
Des=na=on
Language
Priori8ze
Business
Class-‐only
flights
to
Accessibility
those
ci8es
Unfavorable=
Favorable=
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
32. SIA
Current
Business
Units
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
33. SIA
Engineering
MRO
Market
Fuel
costs
have
increased
sharply
Current
air
transport
MRO
market
decreased
$2.3BN
Shorter
economic
aircra[
life
spans
Economies
of
scope
and
scale
business
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
34. SIA
Engineering
MRO
Market
Fuel
costs
have
increased
sharply
Current
air
transport
MRO
market
decreased
$2.3BN
Shorter
economic
aircra[
life
spans
Economies
of
scope
and
scale
business
MRO
market
showing
limited
signs
for
growth
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
35. Tradewinds
Growth
Top
Markets
Visitor
Days
Singapore’s
visitor
South
Korea,
Malaysia,
Visitor
Days,
es=mated
arrivals
grew
17.6%
year
and
Indonesia,
at
3.6
million
days
for
over
year
to
908,000
registering
the
highest
January
2010,
grew
arrivals,
the
highest
ever
growth
out
of
the
top
8.7%
over
2009
and
are
recorded
in
the
month
15
markets
expected
to
con=nue
of
January
growing.
The
top
5
markets:
Indonesia
China
Malaysia
India
Australia
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
36. Tradewinds
Growth
Top
Markets
Visitor
Days
Singapore’s
visitor
KEY
TAKEAWAYS
South
Korea,
Malaysia,
Visitor
Days,
es=mated
arrivals
grew
17.6%
year
and
Indonesia,
over
year
to
908,000
1.
Direct
1e-‐in
SIA’s
main
business
at
3.6
million
days
for
registering
the
highest
January
2010,
grew
arrivals,
the
highest
ever
growth
out
of
the
top
recorded
in
the
month
2.
Gives
tourists
another
opportunity
to
8.7%
over
2009
and
are
15
markets
expected
to
con=nue
of
January
come
in
contact
with
Singapore
growing.
Airlines
The
top
5
markets:
Indonesia
China
Malaysia
Con8nue
to
Operate
Tradewinds
as
India
Australia
of
SIA
Group
part
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
37. Implementa<on
Timeline
2010
2011
2012
2013
Add
Expanding
Add
2
Addi=onal
2
Redesign
Planes
Service
Classes
Loca=ons
Loca=ons
Smart-‐Card
Begin
Installing
Make
Smart-‐Card
IDs
Available
Elite
Check-‐In
Fingerprint
Scanners
To
Elite
Customers
Clear
With
Mobile
Airport
ASach
Barcodes
To
E-‐Tickets
&
Boarding
Pass
Update
Mobile
Phone
Applica=ons
Security
SIA
Contract
Engineering
Ends
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
39. Financial
Implica<ons
Revenue
and
Net
Income
Growth
$30,000
$25,000
$20,000
$15,000
Net
Income
$10,000
Revenue
$5,000
Base
Case:
2011-‐2021
$0
•
Average
Revenue
Growth:
6.3%
•
Average
Opera8ng
Margin:
5.08%
Net
Margin
Growth
•
Average
Net
Profit
Margin:
4.06%
7.00%
6.00%
5.00%
4.00%
3.00%
2.00%
1.00%
0.00%
2011
2012
2013
2014
2015
2016
2017
2018
2019
2020
2021
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
40. Singapore
Airlines:
Flying
to
New
Heights
Conquest
Consul<ng
Emily
Dong
│ Michelle
Li
│Nikunj
Mistry
│ Calvin
Tay
41. Risks
Risks
Mi8ga8on
Con8ngency
Customer
Perks
Offer
More
Discon=nue
Do
Not
Translate
Services,
but
for
Perks
and
Into
Revenue
a
Price
Increase
In-‐Cabin
Offerings
Low
Cost
Airlines
Overtake
A
Move
Into
Low-‐
Invest
In
Low-‐
Majority
of
The
Cost
Market
With
Cost
Airline
Market
Another
Brand
Compe=tors
Engage
in
Media
Increase
Rewards
Increase
Focus
Blitz
to
and
Benefits
on
Seamless
Emphasize
Frequent
Flyers
Customer
Dedica=on
to
Earn
Experience
Quality
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
42. SWOT
-‐
Industry
Strengths
Opportuni8es
Increased
propensity
to
fly
Technological
advances
Public
percep=on
of
safe
air
Customer-‐friendly
service
travel
enhancements
Highly
trained
airline
staff
Ability
to
segment
the
market
Global
economic
downturn
High
spoilage
rate
of
empty
seats
Price
of
fuel
High
capital
outlays
Natural
disasters
Large
workforce
over
large
geography
Weaknesses
Threats
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
43. Reliability
of
Transporta<on
London
New
York
Hong
Kong
Shenzhen
Sydney
Reliability
of
Transporta=on
• Convenience
of
travel
within
the
city
• Taxis
Ease
of
Access
• Trams
• Subway
system
Quality
of
Public
• Cars
Services
• Bus
Professionalism
of
Des=na=on
Language
Accessibility
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
44. Ease
of
Access
London
New
York
Hong
Kong
Shenzhen
Sydney
Reliability
of
• Accessibility
of
services
to
a
business
traveler
Transporta=on
• Banking
services
Ease
of
Access
• Travel
arrangements
• Network
connec=vity
Quality
of
Public
Services
Professionalism
of
Des=na=on
Language
Accessibility
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
45. Quality
of
Public
Services
London
New
York
Hong
Kong
Shenzhen
Sydney
Reliability
of
• For
business
travelers
with
extended
stays
Transporta=on
• Health
care
Ease
of
Access
• Telecommunica=ons
• Public
Transporta=on
Quality
of
Public
• Home
planning
Services
• Electricity
Professionalism
of
Des=na=on
Language
Accessibility
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
46. Professionalism
of
Des<na<on
London
New
York
Hong
Kong
Shenzhen
Sydney
Reliability
of
• Degree
of
business
professionalism
Transporta=on
• Friendliness
to
business
professionals
Ease
of
Access
• Acceptance
of
foreign
businessmen
and
women
Quality
of
Public
Services
Professionalism
of
Des=na=on
Language
Accessibility
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
47. Language
Accessibility
London
New
York
Hong
Kong
Shenzhen
Sydney
Reliability
of
• English
is
the
primary
language
of
business
around
the
Transporta=on
world
Ease
of
Access
• Use
of
English
in
the
local
areas
• Street
signs
Quality
of
Public
• Communica=on
with
locals
Services
Professionalism
of
Des=na=on
Language
Accessibility
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
48. Why
Not
To
Go
Low
Cost
Premium
Airlines
High
Levels
Of
Intense
Compe==on
Middle-‐Market
Airlines
Brand
Dilu=on/Confusion
Discount
Airlines
Low
Cost
Carriers
Cut
Costs
Without
Regard
To
Safety
Uses
Secondary
Airports
–
A
Problem
For
Interna=onal
Flights
Ongoing
Price
Wars
Are
The
Nature
of
the
Industry
Negates
SIA’s
Core
Competencies
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
49. MRO
Value
Chain
Raw
Materials
Opera=ons
Marke=ng/
• Plane
• Training
Service
• Fuel
• Maintenance
Sales
Fly
Send
Pick
Up
For
Repair
Repair
Value
Proposi=on
SIA
Customer
Experience
Implementa=on
50. Key
Assump<ons
Assump8ons
Discount
Rate
Terminal
Growth
11.01%
4%
Value
Proposi=on
SIA
Customer
Experience
Implementa=on