Reading the deep insights behind-the-scenes stories of the 538 pages book “The Malaysia Airlines We Built” provides real common-sense, fad-free secrets about how MAS during the its Destination Service Excellence era could change, grow, and achieve the world-class performance. I learned its successful organisational change had become everyone problems then. CEOs are held responsible for it. Customers require it. Shareholder performance demands it. Continued growth depends on it. Literally thousands of job from the frontline to the executive suite ride on the outcome. Increasingly middle manager & frontline supervisor jobs are the most challenging. (2025 Malaysia Airlines System Retirees Malaysia, Sabah and Sarawak (MASRA); shulhameedmarican7@yahoo.com)
At the sidelines of MAS Book launch, one of the emcees, Dr. Siti Zubaidah revealed that “My role as Inflight Supervisor (IFS) then is being the 3rd in command in flight after Captain & 1st Officer. In the event of any unforeseen circumtances, to oversee the execution of all that has been promised by MAS to the world, ensuring the safety of the passengers and performing genuine Malaysian hospitality.”
Dr. Siti recalled, “I've to apply all the learning acquired at MAS Academy on problem solving during flight for meal shortage, aircraft diversion, pasengers quarrelling & harassing my colleagues, seat changes, passenger complaints on facilities provided in the aircraft.”
I met another illustrious IFS, Sarjit Singh who joined Malaysia-Singapore Airlines (MSA) in December 1971 as a cabin crew and came back home to serve MAS in August 1972 after the split of MSA. He said, “I retired from MAS as IFS in July 2003 but invited to serve MAS Academy in Kelana Jaya as a part-time cabin crew instructor for 3 years to facilitate in training and developing young cabin crew.”
For their 2nd career after serving MAS, Dr. Siti joined the academia as a lecturer with UPSI Tanjung Malim whereas Sarjit served as a site administrator for 8 years with Brunsfield Construction, a JV between Sime Darby & Brunsfield. Their DNA are always with MAS.
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