Case Study for Critical Analysis Commonwealth Worldwide Chauffeured Transportation Poompat A. Nudshalai V. Kritthee U. MAGT/ORGANIZATION October 17, 2012 Introduction Commonwealth Worldwide Chauffeured Transportation is a firm that provides a chauffeured transportation services to business travelers. The company is founded by its current CEO, Dawson Rutter, and was originally based in Boston, Massachusetts. Originally, Rutter, meant his company to be small and simple, enabling him to have several days off in a week.
However, within six years, the company client base expands, thus presenting an opportunity to set a new benchmark for the chauffeured transportation industry.
Currently, Commonwealth Worldwide Chauffeured Transportation provides not only luxury vehicles transportation, but also luxury hotels reservations, private jet services and many more. Prioritizing in limousine business, Rutter realized that this kind of service is “flesh-centric”, meaning that direct contacts between staff members and clients are inevitable.
This simply means that to provide the best customer service experience, the main focus is on the chauffeurs – not the vehicles.
Unfortunately, driver jobs typically attract poorly educated, unskilled, and itinerant workers. Building a team of professional and organized employees to provide the best customer service is a real challenge. In this case study, these following questions will be discussed regarding Commonwealth Worldwide Chauffeured Transportation: 1. What types of employees would you suggest Dawson Rutter add to his company next? Why? 2.
Which of the three broad HRM activities (finding people, managing, talent, or maintaining talent, or maintaining workforce) would you invest in most heavily in order to begin building the human capital Commonwealth needs? 3. Suggest at least on idea for training, one for performance evaluation, and one for compensation that might be used to develop and maintain a committed corps of limo drivers? Questions 1. What types of employees would you suggest Dawson Rutter add to his company next? Why? The type of employees that Rutter should hire into his company is for the Human Resource Management.
First of all, this department will lighten Rutter’s job in recruiting and hiring new drivers for his company – giving him more time to manage other means in the firm. Not only that Rutter will not be loaded with this responsibility, the HR manager will be more efficient and effective in recruiting the best choices of drivers for the company. Human resource department is specialized in recruiting, screening, interviewing, and assigning jobs to the right workers. All these method are to have the specified standard in recruiting new drivers such as: personality, education level, background check, physical abilities, and etc. o make sure that the company is hiring suitable employees for the job. The human resources department will not only effectively and efficiently hire suitable employees; it will also handle matters in other areas. Employee relations, payroll, and even training can be achieved through this department. Benefitting in terms of positive attitudes of the employees towards the company, creating the best experience for the customers – thus overall performance and profit of the company will surely be satisfying. 2.
Which of the three broad HRM activities (finding people, managing, talent, or maintaining talent, or maintaining workforce) would you invest in most heavily in order to begin building the human capital Commonwealth needs? There are three broad HRM activities: Finding the Right People, Managing Talent, and Maintaining the Workforce. We find that “finding the right people” is what Commonwealth should invest most heavily in. Human Resources planning will determine what kind of workers will be hired and how will it effect the company.
Since interactions between the drivers and the customers are vital – this is why finding the right people are substantial. The activities will also involve different sources of recruiting new employees such as: advertising in newspapers, using social network (Facebook and etc. ) or using headhunters. Then they will be interviewed and screened whether they fit the company’s need or not (as mentioned in question #1). When the new employees have been accepted, the department will also provide training of services that they will need to perform for the customers.
Which in this case, for examples: how to drive smoothly, how to handle the customers’ belongings and etc. Along with other trainings, they will be assign their tasks, duties, and responsibility that are required to be performed in order to give to best impression to the customers. Since Dawson Rutter clearly stated that human interactions are the most important in this line of work, finding the right people that are able to perform the company’s goal is the most important. 3.
Suggest at least on idea for training, one for performance evaluation, and one for compensation that might be used to develop and maintain a committed corps of limo drivers? Maintaining a company full of committed employees is ideal for every firm in the world. In this way, the employees feel that they are valuable, which results in better work performance towards the customer – thus benefitting the company, the customers and the employees themselves. One suggestion for the training is language.
Not only that the drivers are required to use appropriate and polite words when speaking to the customers, being able to speak an additional language will benefit even more. Since Commonwealth evolves around business executives, it is inevitably to have foreign customers from abroad, which means that the communication between the driver and the customer will go even smoother if the driver can speak an additional language. Language training will take the firm to a higher standard and will benefit both the drivers and the firm.
The possible suggestion for the performance evaluation is the quantitative measure of the outcomes for the performance of each driver. It is important to always evaluate the drivers and let them know how each individual are performing. And more importantly, what needs to be improved to make the service even better. Since there are multiple inputs and multiple outputs to the system (service), it is easiest to use quantitative measure – in this case, sending surveys to the customers.
In this way it is easy to analyze, data is easy to use, and is reasonably cheap. And when the results come out great, the drivers will also feel good and proud of themselves, but if not, they will know exactly what to improve. Compensation is one big factor that determines how a firm’s employees feel about their work place. By providing full health insurance to every employees in the firm, everyone will feel that the company cares for their well being, especially when they spend of the time in vehicles, driving for customers.
Not only that the insurance should cover only when they at work, but also at their homes and after retirements is not such a bad idea – in this way they will feel connected to the firm. Conclusion In conclusion, we find that in Commonwealth Worldwide Chauffeured Transportation, HRM is very important in order to recruit the right candidates into employment of the company in order to provide the best services for their customers. Also, not only to recruit, but to keep and improve the standard of current employees, and also to take care of everyone’s well being.
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