WDA Recognises Singapore Airlines Cabin Crew Readiness Programme Under Service Excellence WSQ
A new partnership between Singapore Airlines (SIA) and the Singapore Workforce Development Agency (WDA) is expected to benefit about 800 new SIA cabin crew members each year. As part of the collaboration, new cabin crew members who graduate from the 15-week Cabin Crew Readiness Programme (CCRP) will achieve a nationally recognised certification under the Service Excellence Workforce Skills Qualifications (SV WSQ) framework.
SIA’s CCRP is currently one of the most extensive and rigorous cabin crew training programmes in the airline industry. Cabin crew trainees undergo customised classroom and on-the-job training which includes modules on social etiquette and deportment, personal grooming, customer handling skills, meal service procedures and food knowledge, language and communication, fleet training, as well as safety, security and first aid procedures. Carrying out community work and exposure to different cultures during training are also valuable experiences which prepare SIA’s cabin crew members to cater to the international profile of the Airline’s customers and equips them with the skills to handle customers with special needs.
The recognition of the CCRP under the SV WSQ framework is a testament to SIA’s commitment to service training. The partnership ensures that the CCRP is benchmarked against national standards and reinforces the importance of empowering employees with nationally-recognised certifications for training and development. This collaboration has resulted in WDA’s recognition of four service modules in SIA’s CCRP under the SV WSQ framework:
• Provide Go-the-Extra-Mile Service
• Deliver Service Excellence
• Offer Customised and Personal Service; and
• Build Relationships with Customers
The first batch of 20 cabin crew members who will receive WSQ certifications, known as WSQ Statements of Attainment, graduated from the CCRP on 19 September 2013.
“SIA is an iconic Singapore brand, which plays a very important role in promoting the level of service which Singapore can be proud of, to the world. By embracing the SV WSQ framework, the CCRP is now aligned to nationally recognised standards which help to formally certify the skills attained by the cabin crew. With SIA’s strong belief in training, I am confident that SIA will continue to stay ahead as a market leader in service excellence,” said Ms Renee Tan, Deputy Director, Generic Skills Development Division, WDA.
“Staff training and development is a cornerstone of Singapore Airlines’ corporate philosophy in our continuous pursuit of excellence. The WSQ certification is a significant step forward in recognising our cabin crew members as service professionals. It will also enhance SIA’s ability to continue attracting the best talent,” said Mr William Koh, Divisional Vice President, Cabin Crew Division, Singapore Airlines.
About Singapore Workforce Development Agency
The Singapore Workforce Development Agency (WDA) enhances the competitiveness of our workforce by encouraging workers to learn for life and advance with skills. In today’s economy, most jobs require not just knowledge, but also skills. WDA collaborates with employers, industry associations, the Union and training organisations, to develop and strengthen the Continuing Education and Training system that is skills-based, open and accessible, as a mainstream pathway for all workers - young and older, from rank and file to professionals and executives - to upgrade and advance in their careers and lives. For more information, please visit www.wda.gov.sg.
About Singapore Airlines
When Singapore Airlines was formed in 1972, it operated a modest fleet of 10 aircraft to just 22 cities in 18 countries. With a commitment to fleet modernisation, product and service innovation and market leadership, the Airline quickly distinguished itself as a world-class carrier. Today, Singapore Airlines operates a modern passenger fleet of more than 100 aircraft and its network, including Singapore Airlines Cargo and SilkAir destinations, covers a total of 107 destinations in 39 countries. In October 2007, Singapore Airlines, a member of the Star Alliance, made aviation history again as the first to fly the world’s largest passenger aircraft, the Airbus A380.
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