Analyzing Comfort Delgro's Manpower Needs in a VUCA Environment

This report analyzes the impact of autonomous vehicles and the VUCA (Volatility, Uncertainty, Complexity, Ambiguity) environment on Comfort Delgro's manpower needs. It proposes changes to Comfort Delgro's business goals to address the challenges of disruptive technology, including enhancing AI for vehicle detection and improving categorization processes. The report conducts a training needs analysis, emphasizing the development of skills related to customer service and technological competence, and a functional analysis to determine observable actions and cognitive functions for proficiency. It also covers individual learning needs, focusing on customer satisfaction and technological proficiency. The expected outcomes include improved technological effectiveness, alignment of employees with organizational goals, enhanced customer accountability, and expanded service capabilities.

Running Head: COMFORT DELGRO
Comfort Delgro
Name of the Student
Name of the University
Author Notes

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Table of Contents
Introduction:...............................................................................................................................2
Proposed changes in business goals:..........................................................................................2
SWOT....................................................................................................................................5
Training need analysis:..............................................................................................................6
Areas requiring concern.............................................................................................................6
Functional analysis:....................................................................................................................7
Individual learning need analysis:..............................................................................................8
Outcomes:..................................................................................................................................8
Conclusion:................................................................................................................................8
References................................................................................................................................10

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Introduction:
The aim of the paper is to conduct an analysis of the ways VUCA environment
impacts Comfort Delgro’s need for manpower. In order to recommend Comfort Delgro in
their venture in respect of the need of the company to introduce training for the human
resource of the organization, following sections would be high lightened upon. The course of
the report would include proposed change in the business model of the organization along
with the analysis of the training need, functional analysis and individual learning need. The
paper would also discuss and briefly analysis the implication of VUCA environment in terms
of the organizational culture and behavior.
The term VUCA which is an acronym for the factors crucial to the managerial
scenario. The factors concerned are the ones of the volatility, uncertainty, complexity along
with the ambiguity that might be present in a situation. The importance of the strategic
framework lies in the implication of the distinct types of environment that is hinted upon. The
challenges that is hinted upon demands different types of responses in order to cater to the
need of the situation. However, irrespective of the type of areas that is hinted upon the
implication of the same is marked by ambiguity.
Proposed changes in business goals:
With a global base in the shareholder and the workforce. The outlook of the company
is global in approach. Being established in the year 2003 by merging two companies the
organization has established itself as the largest global company in terms of the land transport
(comfortdelgro.com., 2020).

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The business of Comfort Delgro is concerned with the transportation by the means of
bus, taxi, car rental, rail, inspecting and the services in testing and the driving sectors. The
company is also noted for the non-emergency based service that the company extends
towards the patients, as well as insurance and advertisements in the outdoor regions.
The impact of the current business model has been experienced in the increase in the
revenue for the company by 6.4%. The increase in the revenue for the company was
experienced by the acquisition made by the company in the previous year. CDG (Comfort
Delgro) marked an increase in the share by 10.5% that had surpassed the share earned in the
year 2018. However, the net cash position of the company dwindled to $16.2. The
government moved towards establishing a contract-based model that would led towards
creating a higher price for the public transport service. However, the hike in the
transportation fare would not affect the business condition, the business would not be
benefitted from the same as well. Competitors for the company includes AZ logistics, DB
Schenker Croatia and Prestige (comfortdelgro.com., 2020).
Compfort Delgro had initiated the trail for the shuttle bus that would be self-driven.
The organization had planned to launch their trial in the march of 2019. The bus that would
be functioning as self-operating had been funded by the Inchcape Singapore. The initial trial
focused on collecting data and controlling the factors related to the navigation. Two
challenges that lie in the way of the proper and effective execution of the autonomous vehicle
(AV) includes the technological factors as well as the cost involved in the usage of the
censor. The LIDAR cost has decreased. The challenges that operates in the direction of the
disruption are the ones of the detection as well as the categorization. The disruption related to
categorization and the detection has been noted in the case of the autonomous vehicles
introduced by the organization. Another area where the organization has failed in terms of the
technology used in the autonomous vehicle are in terms of the ability of the technology notice

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the pedestrian. The appearance of autonomous transportation had enhanced the disruption in
the technology that is involved.
In order to overcome the disruption that has been noted in the case of the
technological aspect, the concern of the authority has been invested in the traditional IT
concerns. Along with the traditional, IT related factors the concern of the company would
also be invested in the Artificial intelligence that would be the primary driving force of the
autonomous vehicles (comfortdelgro.com, 2018).
As the organization is planning to attain an increased rate of growth, the organization
has invested its concern for the skilled set in the organization both in a creative as well as
persistent manner (TAN, 2019). As such the business goals that has been suggested for the
company includes
1. The artificial intelligence related quotient for the detection need to enhanced, which
requires several trials before its introduction in the market
2. The categorization needs to be looked upon and require the intervention of the
technological experts to initiate training in order to regulate them properly
3. The organization need to learn from other organization functioning on the same line.
4. Research and development should continue in order to incorporate new techniques
and innovation to bring out effective service (TAN, 2019).

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Fig1: Business Segment
Goals S M A R T
As the
effectiveness
of the
service can
be ensured.
Effective
services
would allow
the
organization
to re-
establish kits
brand name.
The
customer
satisfaction
can be
indicative of
the success
Proper
execution of
the
technologica
l factors and
the training
of the
employees to
the
technologica
l innovations
would allow
the
organization
to make the
goals
The goals are
relevant as
the related
technological
areas are
crucial for
the execution
of the
autonomous
vehicles
The process
is
moderately
time
consuming
however,
would
require the
intervention
of the
leaders to
mediate the
faults

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attainable
Training need analysis:
The organization is the one that is fast building and grabbing the market at an
increased rate among the many of the competitors. However, analyzing the case of Comfort
DelGro it has been evident how the organization need to bring about training in their
organizational scenario in order to cater to the need of the customers that are first building.
The benefits of bringing about an analysis of the training need can be understood from
the perspective of the focus that needs to be invested towards the organizational performance.
It also allows the organization to mediate the gaps that lies in the ways of achieving effective
performance. It also enhances the understanding of the internal stakeholders of the
organization in order to contribute towards the building of the desired productivity. It is also
beneficial in separating the needs those do not require the training programs in order to
mediate the loopholes (Hathway, 2018).
Areas requiring concern
The areas that require concern in respect of the organization is the area of tourism,
where the employees need to build their competence with the language of the tourists in order
to extend the maximum possible support towards the people coming to the country from the
outside.
The concern is also need in the areas regarding he service, as the employees need to
build their competence to the improved equipment as well as to the technologies like GPS.
Transport agencies are enhancing their rate of response by bringing about improvement in the
applications they are using. The applications that are directly connecting the drivers to the

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customers have been evolving at an increased rate in order to assists the customers in a better
way. The organization can include the training in order to accustom their employees to the
technologies concerned (Raja et al., 2013).
The customers also need to enhance the accountability of the employees towards
enhancing the customer satisfaction with the increase in the customer groups. The training in
the accounting and catering to the needs of the customers can also be introduced (Agarwal et
al., 2013).
Functional analysis:
In order to enhance the proper functioning of the autonomous vehicles in different
parts of the country the organization need to monitor the effectiveness of the service provided
by them. The impact of the performance of the group can be noted in the satisfaction of the
customer. The organization is carrying out the motor training in order to allow the service
availer enjoy certain amount of autonomy and the utilize the effectiveness of the vehicle that
allows the customer to take control in the time of emergency. The training also enhances the
effectiveness of the service provided by the organization. Therefore, by bringing in
professionals the organization can enhance the effectiveness of their service. The
organization also need to build the competence of the employees to the application used to
track the location of the autonomous vehicles as well as keep track of the responses from the
customers and attain feedback in case the intervention is required.
Individual learning need analysis:
The individual learning need can be divided on two different level

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1. Training for ensuring customer satisfaction- The customer satisfaction should be of
utmost importance for the organization. In order to ensure the customer satisfaction
the organization can develop their competence to evolved technological innovation in
order to ensure the effectiveness. The competence towards different languages need to
be developed in order to ensure the customer satisfaction (Ngamvichaikit, 2017).
2. Training for developing the technological competence- the engagement with the
technological advancement can assist the organization in developing their competence
towards the newly evolved technologies introduced in the organizational scenario
(Mattson et al., 2013).
Outcomes:
The expected outcome of introducing different training programs in the organizational
scenario can be experienced in the areas
1. the effectiveness in the technology used in the autonomous vehicles would be
allowing the organization to make their service effective
2. By introducing different training programs, the organization can align the employees
with the vision and the mission of the organization.
3. The employees by developing technical competence can assist the customers in an
effective way.
4. Along with that, the introduction of different technology mediated feedback and
communication system would enhance the accountability of the organization to the
customers.
5. By improving their response rate, the organization would also be able to expand their
service to cater to the need of the emergency patients.

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References
Agarwal, S., Diao, M., Pan, J., & Sing, T. F. (2013). Labor Supply Decisions of Singaporean
Cab Drivers.
Chen, C. C. (2014). Corporate governance of state-owned enterprises: An empirical survey of
the model of Temasek Holdings in Singapore. Singapore Management University
School of Law Research Paper, (6), 1-29.
comfortdelgro.com. (2018). Retrieved 12 March 2020, from
https://www.comfortdelgro.com/documents/20143/45961/The+Future+Of+Transport.
pdf/d8827591-176b-0fa8-6479-4502318c5592
comfortdelgro.com. (2020). HOME - ComfortDelGro. Retrieved 10 March 2020, from
https://www.comfortdelgro.com/
Hathway, S. (2018). Vic bus drivers' first strike in 20 years. Green Left Weekly, (1188), 6.
Mattson, J., Miller, J., Hough, J., Goodwill, J., & Sriraj, P. S. (2014). Evaluating the State of
Mobility Management and Human Service Transportation Coordination. National
Center for Transit Research..
Ngamvichaikit, A. (2017). The Competency Development of Multimodal Transportation
Management for Logistics Professional in Thailand. International Journal of Trade,
Economics and Finance, 8(1), 62-62
Raja, J. Z., Bourne, D., Goffin, K., Çakkol, M., & Martinez, V. (2013). Achieving customer
satisfaction through integrated products and services: An exploratory study. Journal
of Product Innovation Management, 30(6), 1128-1144.

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TAN, C. (2019). ComfortDelGro names group chief digital officer. Retrieved 12 March
2020, from https://www.straitstimes.com/singapore/transport/comfortdelgro-names-
group-chief-digital-officer