TRAININGS:
Rosie Academy facilitates trainings that is mandatory for all our sub-contractors and Rosie Drivers. This is the Service Excellence & Code of Conduct training spanning over two days. The Service Excellence trainings will not only enable but also ensure that Sub-contractors and Rosie Drivers carry out their duties at Rosie Standards consistently.
The training is a standard where our sub-contractors needs to acquire in order to be Rosie Certified and transfer our clients on delivering Service Excellence and Creating Value.
Consistency is one the main aspects of delivering Service Excellence and we manage that by initiating Refresher Trainings that is facilitated on a monthly schedule if needed and on a Quarterly Basis.
REPORTS:
Rosie and Sub-contractors Drivers are expected to report any incident or any issues not only when transferring clients but within their work roles if the client or driver’s safety and well-being is compromised.
To ensure the quality standards of Service Excellence and training needs, Rosie Academy maintains a record of Sub-Contractor and Rosie Drivers Performance analysis which is collated and submitted on monthly basis to management. The reports submitted scrutinizes the features on areas of improvement for discussions and STRENGTH, WEAKNESESS, OPPORTUNITIES, THREATS (SWOT) analysis, along with recommendations for improvement on Service Excellence standards
MONITORING:
Rosie Holidays utilizes a transport system specifically to allocate and dispatch transfers from Rosie Transport office to Sub-Contractor & Rosie Drivers.
On this system our transport office and Rosie Academy is able to constantly monitor driver’s performance, and transfer vehicles standards on an online survey where clients rate our drivers on a metric from Excellent (5) and Poor (1).
STANDARD OPERATING PROCEDURES:
This is constantly communicated and quoted to drivers consistently where drivers are being also monitored on how they are following Standard operating procedures within their work roles and functions. Rosie Academy ensures that SOPs are being thoroughly facilitated during trainings as to how effective and efficient of our drivers when carrying out their duties and on transfer of clients.
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