Assignment | the work hours of the driver/tour guide and the efficiency involved in those hours

ASSIGNMENT 2
CASE STUDY 1
1. Describe how you would monitor the work hours of the driver/tour guide and the
efficiency involved in those hours – this would also mean you need to identify relevant
problems associated with adjusting staff levels to attain the requested improvement.
This is a case of a tour company which is on the verge of collapsing if necessary
interventions will not be put in place. With competitors in the tour industry, the firm must
offer quality and efficient services with little or no complaints from the customers. Their
greatest aim is to ensure maximum customer satisfaction in the tours, meals and general
business logistics which involves their business. This question requires two steps. First is
to identify what is to be monitored and secondly is to establish how to monitor the work.
There have been cases of bus failures causing delays and overall dissatisfaction of
customers hence vehicles and drivers should be monitored as elaborated in the
subsequent paragraph.
Vehicles are an important component of the business. Good condition of the vehicles can
mean comfortability and safety of the clients. Therefore, vehicles should be monitored
before and after every tour. This should be mandatory for every vehicle with no excuses
tolerated. The company should maintain a logbook where the drivers or any assigned
personnel checks the conditions of the vehicle and even the fuel tank levels before and
after the tour.
The company should create and assign the staff in charge of the WHS1. This docket
should co-ordinate with the drivers (who also serve as tour guides) to ensure safety and
overall satisfaction of the customers. This person should understand the operations and
have the necessary skills and competence.
Each driver must be trained well on his or her task. They should understand what the tour
entails. This means that they should prepare adequately prior to the journey. They should
also have bus repair skills like tire changing. Their competence and performance should,
therefore, be monitored closely.
1 Work Health and Safety Act 2012 – No. 40 of 2012

The drivers can also be monitored by installing technological systems like GPS which
can track the position and condition of each driver and the passengers. This updates can
give real-time information on the tours and quick action can be taken in case of an
emergency.
On the case of snake bites and any accidents during the tour, inspections should be done
on tour paths and identify any aggressive animals or anything that endanger the lives of
the customers. Warnings can, therefore, be issued on customers and their behavior
throughout the journey controlled.
In conclusion, the general business operation should be monitored in order to overcome
this challenges and ensure customer satisfaction. This will attract more customers and
improve the profit margin of the company.
2. Show what consultative process was used to allow for procedures and systems
(including rosters new or amended service provisions) to be adjusted. Show that in this
area, quality assurances can be given so that customers will not be affected and indicate
the time frame involved in your changes.
The changes mainly affect the staff and the customers. This is key players that should be
informed and consulted on any proposed changes in the company. This processes of
involving them include:
Staff:
a) Notification of the staff on the proposed changes like installation of GPS
systems to assist in tracking vehicles. The opinions and suggestion of the staff
can be heard during this stage.
b) Implementation of the changes like installation of the GPS devices and
recruiting WHS personnel. The staff should be trained accordingly in order to
adjust to the new changes.
c) Evaluation of overall business after implementation of the changes.
Customers:
a) Notification of the customers of the changes in the business operation and
state clearly whether it has an impact on the charges. Confirm to them that
the changes are for the sake of their safety and comfortability.

b) Get the feedback from them.
c) Evaluate the customers' feedback and determine the way forward.
3. List the measures taken to ensure functional clean vehicles, and prevention of hygiene
issues
a) The vehicles should be cleaned regularly, preferably after every tour. This should
be done by competent personnel.
b) Conduct regular vehicle inspection.
c) Collect customers' suggestion on hygiene issues using a suggestion box.
d) Sensitize the staff on hygiene and make it a requirement for every staff to observe
hygiene.
e) Deploy a person to carry vehicle repairs and inspection before the tour.
4. In your new plan, you must show the delegation process that will be involved. Will you
need new job specifications to be written? If so, how many?
From the preceding answers, it is clear that new job specification will be needed to adopt
the new changes smoothly and ensure high performance of every staff. The staff will
have been notified of the changes and their opinions considered to arrive on a unanimous
settlement. To enable smooth changes, the staff should be asked if they are comfortable
in their respective position. The new job delegation will involve:
Table 1. Job specifications
Staff Responsibility
Drivers a) Driving during the tour.
b) Ensure Vehicle cleanness.
c) In charge of minor-vehicle repairs
Meal attendants a) Ensure availability of meals
b) Ensure hygiene in food
preparation, serving and
packaging.
Tour guides a) Ensure timely and safe travel.
b) Relay safety and any information
to the customers