• Singapore Airlines
1. Succinctly describe the ways in which the Singapore Airlines enables its employees (on the ground and in-flight) to deliver service excellence and cost efficiency.
2. What is meant by standardized personalization? Give examples. Why does personalization need to be standardized? Give examples to illustrate your point.
3. Imagine you have been hired as a consultant to advise the CEO of Wells Fargo Bank on how to make bank employees more empathetic. What steps should the bank take in SELECTING. TRAINING, MOTIVATING employees who can display empathy to bank customers.
Sample solution
Dante Alighieri played a critical role in the literature world through his poem Divine Comedy that was written in the 14th century. The poem contains Inferno, Purgatorio, and Paradiso. The Inferno is a description of the nine circles of torment that are found on the earth. It depicts the realms of the people that have gone against the spiritual values and who, instead, have chosen bestial appetite, violence, or fraud and malice. The nine circles of hell are limbo, lust, gluttony, greed and wrath. Others are heresy, violence, fraud, and treachery. The purpose of this paper is to examine the Dante’s Inferno in the perspective of its portrayal of God’s image and the justification of hell.
In this epic poem, God is portrayed as a super being guilty of multiple weaknesses including being egotistic, unjust, and hypocritical. Dante, in this poem, depicts God as being more human than divine by challenging God’s omnipotence. Additionally, the manner in which Dante describes Hell is in full contradiction to the morals of God as written in the Bible. When god arranges Hell to flatter Himself, He commits egotism, a sin that is common among human beings (Cheney, 2016). The weakness is depicted in Limbo and on the Gate of Hell where, for instance, God sends those who do not worship Him to Hell. This implies that failure to worship Him is a sin.
God is also depicted as lacking justice in His actions thus removing the godly image. The injustice is portrayed by the manner in which the sodomites and opportunists are treated. The opportunists are subjected to banner chasing in their lives after death followed by being stung by insects and maggots. They are known to having done neither good nor bad during their lifetimes and, therefore, justice could have demanded that they be granted a neutral punishment having lived a neutral life. The sodomites are also punished unfairly by God when Brunetto Lattini is condemned to hell despite being a good leader (Babor, T. F., McGovern, T., & Robaina, K. (2017). While he commited sodomy, God chooses to ignore all the other good deeds that Brunetto did.
Finally, God is also portrayed as being hypocritical in His actions, a sin that further diminishes His godliness and makes Him more human. A case in point is when God condemns the sin of egotism and goes ahead to commit it repeatedly. Proverbs 29:23 states that “arrogance will bring your downfall, but if you are humble, you will be respected.” When Slattery condemns Dante’s human state as being weak, doubtful, and limited, he is proving God’s hypocrisy because He is also human (Verdicchio, 2015). The actions of God in Hell as portrayed by Dante are inconsistent with the Biblical literature. Both Dante and God are prone to making mistakes, something common among human beings thus making God more human.
To wrap it up, Dante portrays God is more human since He commits the same sins that humans commit: egotism, hypocrisy, and injustice. Hell is justified as being a destination for victims of the mistakes committed by God. The Hell is presented as being a totally different place as compared to what is written about it in the Bible. As a result, reading through the text gives an image of God who is prone to the very mistakes common to humans thus ripping Him off His lofty status of divine and, instead, making Him a mere human. Whether or not Dante did it intentionally is subject to debate but one thing is clear in the poem: the misconstrued notion of God is revealed to future generations.
References
Babor, T. F., McGovern, T., & Robaina, K. (2017). Dante’s inferno: Seven deadly sins in scientific publishing and how to avoid them. Addiction Science: A Guide for the Perplexed, 267.
Cheney, L. D. G. (2016). Illustrations for Dante’s Inferno: A Comparative Study of Sandro Botticelli, Giovanni Stradano, and Federico Zuccaro. Cultural and Religious Studies, 4(8), 487.
Verdicchio, M. (2015). Irony and Desire in Dante’s” Inferno” 27. Italica, 285-297.
Sample Answer
Sample Answer
Enabling Service Excellence at Singapore Airlines
1. Empowering Employees for Service Excellence and Cost Efficiency
Singapore Airlines excels in enabling its employees, both on the ground and in-flight, to deliver top-notch service while maintaining cost efficiency. The airline achieves this through:
– Comprehensive Training Programs: Singapore Airlines invests significantly in training its staff, equipping them with the skills and knowledge required to provide exceptional service. From customer service training to safety protocols, employees are well-prepared to handle diverse scenarios effectively.
– Empowerment and Autonomy: Employees are empowered to make decisions and resolve issues independently, fostering a sense of ownership and accountability. This autonomy enables quick problem-solving and enhances the overall customer experience.
– Incentive Programs: The airline implements incentive programs that reward employees for outstanding performance, encouraging them to go above and beyond in delivering exceptional service. These incentives can be tied to customer satisfaction scores, on-time performance, or cost-saving initiatives.
– Efficiency Measures: Singapore Airlines emphasizes efficiency in its operations, providing employees with tools and resources to streamline processes and minimize waste. By optimizing workflows and procedures, the airline achieves cost efficiency without compromising service quality.
2. Standardized Personalization: Balancing Customization and Consistency
Standardized personalization refers to the practice of tailoring services and experiences to individual preferences while maintaining a consistent brand identity and quality standards. Examples of standardized personalization at Singapore Airlines include:
– Cabin Crew Greetings: While each cabin crew member may personalize their greetings and interactions with passengers, there are standard protocols and scripts in place to ensure consistency in service delivery.
– Meal Options: Passengers may have the option to pre-select their meals based on dietary preferences or restrictions. While offering personal choice, the meal options are standardized to meet quality and safety standards.
Personalization needs to be standardized to ensure:
– Consistent Brand Experience: Standardization ensures that customers receive a consistent level of service across different touchpoints, enhancing brand loyalty and reputation.
– Efficiency and Quality Control: Standardized processes help maintain operational efficiency and quality control, reducing errors and inconsistencies in service delivery.
3. Enhancing Empathy at Wells Fargo Bank
As a consultant advising the CEO of Wells Fargo Bank on fostering employee empathy towards customers, the bank should take the following steps in selecting, training, and motivating employees:
– Selection: Implement behavioral assessments during the recruitment process to identify candidates with strong empathy skills. Look for qualities such as active listening, emotional intelligence, and a customer-centric mindset.
– Training: Develop comprehensive training programs that focus on empathy-building exercises, role-playing scenarios, and real-life case studies. Provide employees with tools to understand customer needs and emotions effectively.
– Motivation: Implement recognition programs that reward employees for demonstrating empathy towards customers. Encourage a culture of empathy by highlighting success stories and showcasing the positive impact of empathetic interactions on customer satisfaction.
