Training and Development Report: Comfort Delgro Corporation

This report examines the challenges faced by Comfort Delgro Corporation in maintaining its market position within the transportation sector, specifically focusing on client retention issues. The primary objective of the company is to improve service efficiency through comprehensive training programs. The report details the steps taken by the company to address these challenges, outlining the crucial elements of the training sessions. It covers the company's goals, organizational training needs, task analysis for developing both tacit and cognitive knowledge, and individual training requirements, including technical skills, language proficiency, and employee attitudes. The report further specifies the expected learning outcomes for the training programs, which aim to enhance employee capabilities, improve communication skills, and foster a professional approach to job roles, ultimately contributing to improved client satisfaction and market retention. This analysis provides a framework for Comfort Delgro to sustain its competitive edge in the market.

Running head: TRAINING AND DEVELOPMENT
TRAINING AND DEVELOPMENT
Name of the student
Name of the university
Author note

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Executive summary
The report aims at understanding the issue faced by the transportation company, Comfort Delgro
Corporation, in holding on to the market. It also determines the changes that the organization
might take in order to improve the situation in the market. the main goal of the company is to
retain the clients of the company. In order to fulfill the goal, the company will be undertaking a
training session with the view of making the services provided by the organization more
efficient. The report enumerates the steps taken by the company in order to consider the training
session and the important contents that are required to be covered in the session.

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Table of Contents
1 Introduction...................................................................................................................................3
2 Goals of the company...................................................................................................................4
3 Organizational training needs.......................................................................................................4
4 Task analysis in order to develop tacit and cognitive knowledge................................................5
5 Individual training needs..............................................................................................................6
5.1 Lack of technical knowledge.................................................................................................6
5.2 Language as a barrier.............................................................................................................6
5.3 Individual Attitudes...............................................................................................................7
6 Learning outcomes for the training programs..............................................................................7
References........................................................................................................................................8

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1 Introduction
The changes in the needs and the preferences of the consumers have resulted to the
changes in the organizational structure of the multinationals. The service-rendering sector has
developed rapidly in the recent years based on the consumer needs. The transportation industry
also contributed to the change depending on the consumer habits. The most important
consideration undertaken by the sector is to provide comfortable journey experience to the
clients.
The report focuses on the issues faced by Comfort Delgro Corporation, while operating in
the market of Singapore. The issue faced by the company is due to the lower retention rate of
the clients. It is due to the higher availability of the private car services available in the region.
Determining the goal of the organization and formulation of the strategies in order to achieve the
goal is the basic step that must be undertaken by the organization to make its progress in the
market (Young, Birrell & Stanton, 2012). Training is an important factor undertaken by the
industry in order to enhance the efficiency of the functions undertaken by the organizations.
Training helps in the development process of the organization. It helps in creating skilled work
force for the organization, which adds to the progress of the organization.
The purpose of this report is to understand the steps undertaken by the organization to
improve the market conditions. The report enumerates the steps that the company must take in
order to sustain their services in the given region and manage the risks faced by the industry. The
training of the employees and the efficient management undertaken by the organization helps in
maintaining the brand loyalty among the consumers (Rolim et al., 2012). The analysis discusses

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the needs of the company to undertake training and thereby formulate procedures to undertake
the same.
2 Goals of the company
The goals of the company are based on the requirement of change that the company faces
in the present market. The major goal of the company is to retain the potential clients through
the proper training of the staff working in the internal and the external departments of the
company (Tolley & Turton, 2014). Training helps in maintaining the skilled work force of the
organization and thereby helps in modifying the systems based on the changes in the taste and
preferences of the clients. The services that are being offered by the organization is again based
on the resources of the company, which helps in providing the expected service to the clients.
3 Organizational training needs
In order to understand the goal formulated by the company, proper training must be
undertaken by the company to demonstrate the goal to the employees. The demonstration will
help in making the employees understand the goal and the issues faced buy the organization and
thereby formulate their individual course of action to achieve the goal. The needs of the
organization are based on the issues faced by the organization (Chang & Hung, 2013). The issues
that are being addressed in the previous part of the analysis are addressed through the training of
the employees. The organization takes several steps to commemorate the changes in the
organizational structure and its subsequent functions.
The need of the employees to adopt themselves to the evolving technologies and the
proper usage of the portal or the interface that is used to track the clients helps the employees in

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managing the systems efficiently (Khisty & Lall, 2017). Therefore, training is to be induced by
the organization in order to make significant progress. On the other hand, proper language
training must be induced in order to make the drivers awre of the different tongues of the client
and thereby assist the clients depending on their requirements. The varied requirements of the
clients can be addressed through the proper training that the organization reaches out to the
employees.
4 Task analysis in order to develop tacit and cognitive knowledge
The organization performs its actions based on the functionality of the internal and the
external departments. The integrated functions of the departments help the organization to take
the decisions and implement them for the effectiveness of the business. In order to improve the
functioning of the organization, the company must undertake steps to train both the internal and
the external departments of the organization.
The organization must understand the requirement of the training based on the functions
undertaken by the departments. Understanding the requirements of the training helps the
organization to enumerate the ways in which the efficient training can be undertaken. The
training will be helping the organization to make its market improvements. The internal
department of the organization comprises of the employees who search for the potential clients
and the requirements of the clients (Phillips & Phillips, 2016). Then they transfer the data to the
external department, which manages the requirement of the clients through the functions of the
skilled drivers of the organization. in order to make improvements, the company must take steps
to make the people working in the internal departments aware of the languages used by the
various clients and the tourist visiting the region. This will enhance the retention rate of the

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clients. on the other hand, training must be undertaken by the organization for the external
departments as well. it comprises of the drivers. The drivers must be able to use their personal
interface. It will be helping them to reach out to the clients. The drivers must be proficient in
utilizing the interface, which will be helping them to reach to the clients and adhere to the
requirements of the clients. It will be helping the organization in retaining the market.
5 Individual training needs
The training of the individuals is an important aspect undertaken by the organization in
order to ensure that the organizational goals are being achieved. The performance of the
individuals determines the organizational performance and therefore the organization takes steps
to enhance the performance of the individuals (Cummings & Worley, 2014). The individual
learning needs can be due to certain factors that the company must focus on. It helps in
enhancing the capabilities of the individuals. The different factors supporting the needs are being
discussed in this section of the report:
5.1 Lack of technical knowledge
Technical knowledge of the individuals play an important role in this organization, as the
functions are being undertaken through the user interface (Esser et al., 2013). The proper usage
of the interface might prove to be beneficial for the organization.
5.2 Language as a barrier
The language used by the people and the clients can be a barrier in the efficiency of the
services that are being provided by the organization. The language helps in determining the most
common objective of the organization. Communication is an important consideration that the

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company must undertake in order to raise the efficiency of the performance of the organization
in the market structure (McCarthy & Milner, 2013).
5.3 Individual Attitudes
The individual attitudes of the employees are again a concern that the company must
undertake. The professional approach of the employees is to be taught to the employees based on
the individual’s characteristics (Asawasakulsorn, 2015). The individual attitude towards the
performance of the job profile is an important consideration undertaken by the organization.
6 Learning outcomes for the training programs
The learning outcomes are based on the training that the company is planning to take in
order to enhance the capabilities of the employees. It will be helping the company in retaining
the clients. The learning outcomes are a set of expected outcomes that the employees might gain
after the training is undertaken. The outcomes are being enumerated in this section of the
analysis.
 The employees gain knowledge of the technologies involved in the process of their job
role. Moreover, they understand the ways in which the user interface can be used
effectively. It will be helping the organization to retain the clients.
 The training will affect the cognitive ability and improve the language and the soft skills
of the employees, which will be helping them to interact with the clients. Therefore, the
training will be enhancing the communicative skills of the employees.
 The training will also help the employees hold a professional approach to their job role.

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References
Asawasakulsorn, A. (2015). Transportation Collaboration: Partner Selection Criteria and
Interorganizational System Design Issues for Supporting Trust. International Journal of
Business and Information, 4(2).
Chang, L. Y., & Hung, S. C. (2013). Adoption and loyalty toward low cost carriers: The case of
Taipei–Singapore passengers. Transportation Research Part E: Logistics and
Transportation Review, 50, 29-36.
Cummings, T. G., & Worley, C. G. (2014). Organization development and change. Cengage
learning.
Esser, K., Hillebrand, W., Messner, D., & Meyer-Stamer, J. (2013). Systemic competitiveness:
new governance patterns for industrial development. Routledge.
Khisty, C. J., & Lall, B. K. (2017). Transportation engineering. Pearson Education India.
McCarthy, G., & Milner, J. (2013). Managerial coaching: challenges, opportunities and
training. Journal of Management Development, 32(7), 768-779.
Phillips, J. J., & Phillips, P. P. (2016). Handbook of training evaluation and measurement
methods. Routledge.
Rolim, C. C., Gonçalves, G. N., Farias, T. L., & Rodrigues, Ó. (2012). Impacts of electric
vehicle adoption on driver behavior and environmental performance. Procedia-Social
and Behavioral Sciences, 54, 706-715.

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Tolley, R., & Turton, B. J. (2014). Transport systems, policy and planning: a geographical
approach. Routledge.
Young, M. S., Birrell, S. A., & Stanton, N. A. (2012). Safe driving in a green world: A review of
driver performance benchmarks and technologies to support ‘smart’driving. Applied
ergonomics, 42(4), 533-539.