Training and Development of Comfort Delgro in the Sharing Economy

This report focuses on the training and development strategies implemented by Comfort Delgro, a major taxi company, in response to the challenges and opportunities presented by the sharing economy. The report begins with an executive summary and an introduction that outlines the rationale and purpose of training within the company. It then surveys the current business environment, highlighting the impact of app-based cab services like Uber and Grab. A training needs analysis identifies key areas for driver development, such as technology proficiency and customer service. The report assesses the alignment of training programs with Comfort Delgro's business goals, explores appropriate training and assessment methods, and examines the resources required for effective implementation. It emphasizes the importance of adapting to technological advancements and ensuring drivers possess the skills necessary to meet evolving customer expectations. The report concludes by reiterating the significance of continuous training and development for maintaining a competitive edge in the dynamic taxi industry.

Running head: TRAINING AND DEVELOPMENT OF COMFORT DELGRO
Training and Development of Comfort DelGro
Name of the student
Name of the University
Author note

1TRAINING AND DEVELOPMENT OF COMFORT DELGRO
Executive Summary
The main purpose of this report is to elucidate on the rationale and purpose of training and
development of Comfort Delgro Corporation Limited in the era of sharing economy. The
report includes a survey of the business environment and on the training needs analysis. It
also focuses whether the training is aligned to that of the business goal. It also discusses
about the training and assessment methods and illuminates on the fact whether the training
methods are aligned to that of the learning outcome. The report also illuminates on the
resources that will be required for the implementation of the training programme.

2TRAINING AND DEVELOPMENT OF COMFORT DELGRO
Table of Contents
Introduction................................................................................................................................4
Rationale and Purpose for Training...........................................................................................4
Survey of business environment................................................................................................5
Training Needs Analysis............................................................................................................7
Alignment of Training and Achievement of Goals....................................................................7
Appropriate Training and Assessment Method..........................................................................7
Validity of Assessment Method.................................................................................................8
Resources Required....................................................................................................................8
Conclusion:................................................................................................................................8
References:...............................................................................................................................10

3TRAINING AND DEVELOPMENT OF COMFORT DELGRO
Introduction
Comfort is a taxi company that is owned by Comfort Delgro Corporation Limited.
The company is renowned owing to its global workforce and shareholders who have invested
in the company. The Delgro group came into existence in the year 2003 after the merging of
Comfort Group along with that of Delgro Corporation. The companies have managed to
successfully merge that has helped in expanding the global outlook and have helped in
increasing the fleet size (Gerpott & May 2016). It is headquartered in Singapore and the
name of the company has been listed in the Singapore stock exchange. Comfort Transport
Limited acts as the subsidiary of Comfort DelGro and it has separate chain of CEO along
with that of directors.
Rationale and Purpose for Training
Rise in relation to the demand for app cab system has adversely affected the public
cab based hiring system. UBER and GRAB have made use of the opportunity and introduced
pick and drop facilities for the public. The private cab detours have developed a bad policy
and they ferry passengers on the basis of their own whim. The drivers frequently refuse to go
beyond certain limits and choose routes on the basis of their own whim. The customers as a
result have veered towards alternatives like that of UBER and GRAB that can be booked
online very conveniently (Liu, 2015). The drivers of these companies should be trained so
that they are able to use the latest technologies. Drivers of Comfort need specialized training
so that they are equipped to take the advantage of the latest technologies. Training is thus of
extreme importance so that they can sustain in the current market. The company should
analyze on the proper methods of training so that they can develop their skills in relation to
the latest technology.

4TRAINING AND DEVELOPMENT OF COMFORT DELGRO
The training methods is inclusive of the training in relation to that of the superiors
within the organization. The managers should undergo thorough training so that they develop
better power of observation and can effectively analyze the performance of employees. They
can provide training in different areas that will be beneficial for the drivers (Rieger &
Majchrzak, 2016).
Survey of business environment
Taxi business in Singapore is developing at a steady pace. Some foreign companies
have entered the market of Singapore within the last few years. A survey was carried out that
can help in determining the business environment in 2015 and 2016. A sample was selected
that comprised of 150 participants among whom 75 were service users and the remaining
were that of taxi operators and people who were in the management of the company. An in-
depth interview helped in illuminating facts and it was conducted over a period of 5 months.
Age of the participants was between that of 18 and 80. The survey clearly highlighted there
has been an increase in the number of people availing the taxi service (Rahman & Anand,
2014). Comfort Del Gro boasts of a high percentage of taxi brand in relation to the total
number of taxis that are operating within Singapore. Survey revealed that the consumers are
becoming dissatisfied with that of the local car operator as they prefer new mode of
commuting services.

5TRAINING AND DEVELOPMENT OF COMFORT DELGRO
Figure: Percentage of the Taxi Brands
Source: (Jenkins, Baker & Harvey, 2016).
Figure: Business Concern of the taxi
Source: (Hamid et al., 2016).

6TRAINING AND DEVELOPMENT OF COMFORT DELGRO
Training Needs Analysis
The Human Resource Department has the responsibility of assessing the training
methods in the organization and that new training methods are adopted that can help the
drivers. The drivers should be prepared with the modern technologies like that of online
booking so that they can stay ahead of their competitors (Jenkins, Baker & Harvey, 2016).
Use and implementation in relation to the modern technologies will have a positive impact on
the overall industry. Better services would in turn lead to customer satisfaction who will want
to avail the services of the new cab facility.
Alignment of Training and Achievement of Goals
The primary aim of Taxi company is to provide service of best quality within
Singapore and thus help in maximising the profit of the consumers (Xu et al., 2016).
Management of Comfort DelGro aims at innovating the products and bring in new services
for the convenience of the consumers. The varied goals help in achieving the goals of the
company.
Appropriate Training and Assessment Method
Functional area has revealed that the drivers should be trained regarding the latest
technology so that it can provide the consumers with satisfaction. The main responsibility of
management in relation to the cab transport company is to ensure that the tasks are allotted on
the basis of the expertise of the people and that a person skilled in a particular arena should
be provided with work on the basis of his knowledge and expertise. The three areas that the
company has concentrated on relates to that of safe driving, innovative technology along with
that of customer service (Hamid et al., 2016). Training session will attach more importance
in the arena of imparting practical knowledge that is indispensable for the modern world.
Operational excellence along with safe driving are the primary areas that will be the focus of

7TRAINING AND DEVELOPMENT OF COMFORT DELGRO
training. Drivers will be provided with knowledge in relation to new technologies like that of
online booking and portal updates. They will also be illuminated with knowledge in relevance
to ethical behaviour (Shen et al., 2015).
Validity of Assessment Method
The managers of the organisation should assess the performance of the drivers on a
day to day basis in order to analyze whether the skills that were imparted to them during the
stage of training are being implemented in the proper direction. The basis of the assessment
will be the feedback from the customers. The findings from different reports help in
understanding the training needs of drivers (Bashir, Yousaf & Verma, 2016).
Resources Required
The key requirements in relation to the training method is in relation to the human
resources in the organization. Human resource that is effective will be able to deliver proper
training methods within a given time so that the employees can deal with advancements in
technology along with other issues related to driving (Dobson, 2015). Latest technology
platform in relation to vehicle booking is one of the primary resource within the training
module that can help the organization in training the drivers. Training vehicles along with
training grounds is also important where practical knowledge can be imparted to the drivers.
Conclusion:
Drivers of Comfort should be provided with specialized training so that they can
handle the latest technologies. Training is of exceeding importance in the modern era where
learning practical skills is more important as compared to that of the theoretical knowledge.
The managers should go through rigorous training so that they can correctly gauge the
performance of the employees and take effective steps along the right lines. Management of

8TRAINING AND DEVELOPMENT OF COMFORT DELGRO
Comfort DelGro should aim at innovating the products so that it can lead to customer
satisfaction. Better services would in turn lead to consumer satisfaction who will like to avail
the facility of the cab. Safe driving, innovative technology and customer service are the areas
that are focussed in relation to the training and development of the Comfort Delgro.

9TRAINING AND DEVELOPMENT OF COMFORT DELGRO
References:
Bashir, M., Yousaf, A., & Verma, R. (2016). Disruptive business model innovation: How a
tech firm is changing the traditional taxi service industry. Indian Journal of
Marketing, 46(4), 49-59.
Dobson, K. (2015). Human Factors and Ergonomics in transportation control
systems. Procedia Manufacturing, 3, 2913-2920.
Gerpott, T. J., & May, S. (2016). Integration of Internet of Things components into a firm’s
offering portfolio–A business development framework. info, 18(2), 53-63.
Hamid, M., Samuel, S., Borowsky, A., Horrey, W. J., & Fisher, D. L. (2016). Evaluation of
Training Interventions to Mitigate Effects of Fatigue and Sleepiness on Driving
Performance. Transportation Research Record: Journal of the Transportation
Research Board, (2584), 30-38.
Jenkins, D. P., Baker, L. M., & Harvey, C. (2016). A practical approach to evaluating train
cabs against task requirements. Proceedings of the Institution of Mechanical
Engineers, Part F: Journal of Rail and Rapid Transit, 230(3), 662-671.
Liu, Z. Y. (2015). An Analysis of Technology Acceptance Model-Exploring user acceptance
and intension of taxi-hailing app in Shanghai.
Rahman, T., & Anand, N. (2014). Organized sector taxi operators in India-Opportunities and
Challenges. International Journal of Research in Management and Social
Sciences, 23.

10TRAINING AND DEVELOPMENT OF COMFORT DELGRO
Rieger, C., & Majchrzak, T. A. (2016, September). Weighted Evaluation Framework for
Cross-Platform App Development Approaches. In EuroSymposium on Systems
Analysis and Design (pp. 18-39). Springer International Publishing.
Shen, J., Qiu, F., Li, W., & Feng, P. (2015). Exploring the Effect of the Telephone/Online
Booking System on Taxi Service: Case Study of Suzhou City in China. In CICTP
2015(pp. 1201-1212).
Xu, T., Zhu, H., Zhao, X., Liu, Q., Zhong, H., Chen, E., & Xiong, H. (2016, August). Taxi
driving behavior analysis in latent vehicle-to-vehicle networks: A social influence
perspective. In Proceedings of the 22nd ACM SIGKDD International Conference on
Knowledge Discovery and Data Mining (pp. 1285-1294). ACM.