analysis of the service operations of global taxis
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TRANSCRIPT
ANALYSIS OF THE SERVICE OPERATIONS OF GLOBAL TAXIS
Claire RyanAdina WhyteMichael EbbsPatrick SherryEoghan Boyle
ANALYSIS OF THE SERVICE PACKAGE: SUPPORTING FACILITY
• Target Market – Dublin city and greater Dublin area
• Depot – New Market Square,Dublin 8 (central)• Also Tallaght Depot
1. Location
2. Telephone Operators• Essential for Reputation• Roster – minimum no. of calls abandoned• Employees asked to learn script
3. Cars• Divided into: Fleet Cars (Rented)
Private Cars (Driver Owns)• Must comply to standards set by the taxi
regulator• Secret Shopper Programme
• Around 2000 drivers• Every driver that applies must have 1
year experience
4. Drivers
FACILITATING GOODS1. Car Maintenance• Fleet Cars – Global taxis garage
Private Cars – garage of choice• Also deals with two 24/7 pick up trucks
2. GPS Systems• Company supplies GPS system• System will be upgraded shortly
3. Hailo App • 820 cabs does not use the Hailo app• Regarded as a competitor (Tesco vs Supervalu)• In the process of reshaping the business to
overcome this competition.
INFORMATION
Location services
customer data
EXPLICIT SERVICES
ProfessionalismAccessibilityEfficiency
IMPLICIT SERVICES Feeling
of safety
SERVICE BLUEPRINT
FAIL POINTS
Non-Conformance: Errors made during the booking process.
Driver Errors: Wrong location, collecting the wrong passenger, etc.
Accounts: Trips are billed to the wrong account, wrong rates are charged.
ANALYSIS OF THE SUPPORTING FACILITY AND FACILITY DESIGN:SWOT ANALYSIS
Strengths• Consistency Of
Service• Customer Service
Quality• Customer Loyalty• Accountability
Weaknesses• Outdated Technology• Cost Structure
Opportunities• Remote service
provision• Cost saving through
remodelling
Threats• Disruptive
Technology (Taxi Apps)
• Changes in Regulation
• More comprehensive public transport
PORTERS FIVE FORCES
ANALYSIS OF SUPPORT FACILITY AND POTENTIAL EXPANSION PLAN
Support Facility Analysis• Integral part of their service• Helps deliver their core
competencies• Costly vs remote App Model
Expansion Plan• Close one depot to reduce
costs while maintaining core competencies
• Invest in new remote service technology to expand fleet without expanding cost base
WALK-THROUGH AUDITHighlights gaps between the perspectives of management and their customers.
Our walkthrough audit can be
divided like so:
The booking experience: either via the app or the
call centre.
The journey: comfort, speed, driver manner.
The after-journey experience:
complaints, follow-up calls.
STAFF ATTITUDE
Management set high standards for staff attitude for both call centre
operators and drivers.
Training is provided for all staff when they begin their employment at
Global Taxis.
Call centre staff are constantly monitored and some are asked to re-enter the training programme if
needs be.
THE APP
The app is currently out of date and slow.
When compared to the apps offered by companies like Hailo, it is unattractive
and difficult to navigate
SERVICE GAP ANALYSIS
AREAS OF CONCERN
Our comprehensive walk-through audit highlighted
two main areas of concern:
Staff attitude at peak times.
The app currently offered.
ANY QUESTIONS?