Definately not an infomercial' the writer factually lays down percisly how SIA "does it". There is no magic in it and anyone really wanting to compete with SIA needs to read this article carefully. Then apply it to their own organisation and try to better the SIA recipe.
That is of course where the problems start because you cant get a grumpy granny of a stewardess from BA or Qantas to smile and look quite as pretty as a 'Singapore girl' while pouring your champers.