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B. Dale, J. Oakland (1994)
Quality Improvement Through Standards
Jayant Saraph, P. Benson, R. Schroeder (1989)
An Instrument for Measuring the Critical Factors of Quality ManagementDecision Sciences, 20
M. Christopher (1992)
The Customer Service Planner
R. Camp (1989)
Benchmarking: The Search for Industry Best Practices That Lead to Superior Performance
V. Zeithaml, A. Parasuraman, L. Berry (1990)
Delivering quality service : balancing customer perceptions and expectations
F. Gryna (1970)
Quality planning and analysis
B.T. Gale
Managing Customer Value
B.T. Gale
Bringing customer satisfaction and market‐perceived quality to life
The Singapore Airport Terminal Services (SATS) Inflight Catering has maintained a 47‐year zero‐food‐poisoning record. SATS Catering has also been the first flight kitchen to be awarded the ISO 9002 Certificate for production of inflight meals. It has contributed significantly to Singapore Airline’s success in providing excellent inflight service. A strong sense of mission coupled with management experience and culinary professionalism have resulted in the establishment of many joint‐venture kitchens all over the world through equity participation. Unveils the critical success factors of SATS Catering as management benchmarks for other companies.
The TQM Magazine – Emerald Publishing
Published: Aug 1, 1997
Keywords: Benchmarking; Investment; Markets; Singapore; Standards; Vision
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