This series of three cases describes the transformation of AlliedSignal’s Aerospace Repair & Overhaul (R&O) shop in Singapore*, AlliedSignal Singapore Pte Ltd between 1996 and 2000.

This series of three cases describes the transformation of AlliedSignal's Aerospace Repair & Overhaul (R&O) shop in Singapore*, AlliedSignal Singapore Pte Ltd between 1996 and 2000.

This series of three cases describes the transformation of AlliedSignal's Aerospace Repair & Overhaul (R&O) shop in Singapore*, AlliedSignal Singapore Pte Ltd between 1996 and 2000.

Jacques Esculier arrives in Singapore to assume the position of Vice-President of Repair & Overhaul (R&O) for AlliedSignal Aerospace’s Asia Pacific operations. On discovering that the Managing Director of the facility in Singapore responsible for the repair and overhaul of auxiliary power units has resigned, he assumes the MD role as well.

This case describes a) the organizational factors which shaped Singapore Airlines' multi-year record of success, and b) the new challenges it faces to continue to maintain the world-class best service. In its 1993 ambition to improve its service, SIA must face ever-demanding customers. One of those customers is featured in the case in terms of some special requests.