Discussion of the findings and analysis when set
against the literature review discussed in Chapter 2 will be discussed. The
researcher strongly believes that the interviews were very successful and very
important information was gained. Throughout the interviews, it was clearly
stated that the driver induction training program is an important part of the
case company as most of the new drivers are employed only holding an ordinary
car licence and go on to be fully trained to acquire the bus driving licence
It is important once again to restate the overall
aim of this research was to study the effectiveness of the 6 weeks induction
driver training programme of the Arriva. To measure the level of satisfaction
of drivers regarding the induction training and development and to evaluate the
driver induction training programmes and make recommendations on how to improve
the induction training process.
The interviews were very successful and important
information was gathered and a total of 30 drivers were interviewed and the
respondents were very comfortable to discuss all the questions asked. The data
collected provided important insight into the complexity of subject under
research and the analysis defined the findings relating to the effectiveness of
the 6 weeks induction driver training programme for new drivers for the case
company. However, the literature review provided a wide range of issues such as
customer satisfaction; organisational culture; company reputation, compliance
and productivity which are key issues that are essential in implementing
operational goals of an organisation only if employees are well trained,
friendly and helpful.
The major findings noted in this research are that
the 6 weeks driver induction training is not adequate enough to help new
drivers understand their job responsibilities and performance standard. The
data analysis indicates that there are too many things to cover that requires
more time of up to 8 weeks for an effective training programme that can deliver
and meet the expected goals. The induction training often reflects the values
of a company and can strengthen the competitive advantage and decreases
employee turnover, it is essential that Arriva invest in training facilities and
create a clear image of the company’s operational goals.
This research has demonstrated that there is a gap
between what the new employees need and what is implemented within the stipulated
time scale. Foot and Hook (2008) argues
that induction is an important part of internal operations that affect
the public image as well as creating a feeling that employees are expected and
welcomed in the organisation. Furthermore, this research has established that
the respondents were all unanimous on the importance of induction training. The
respondents agreed that the facilities under which the induction is delivered
are fairly suitable but only too many things to cover in a very short period of
The procedure of introducing new
employees should be greatly improved as most of Arriva employees felt that it was
done in average terms to allow new employees fully recognise all appropriate
people. This procedure must be done properly in order to allow the new
employees settle quickly and if they have any questions, they may be able to
talk to the right people.
The company must be deeply committed to
developing a strong training culture in which every employee joining the
company is able to gain their full potential and as a result will increase job
satisfaction and support career development. The commitment should provide
excellent training and development opportunities for staff which may enable the
company to meet their operational and strategic objectives and as well as
individual aspirations and needs
The training must provide more
simplified information that is easy to understand to help new employees towards
understanding the job, responsibilities and performance standard as some of the
employees raised some concerns during the interviews.
Arriva should use a questionnaire as a
means of evaluating the training programme as most employees agreed that it is
the most favourable way.
Arriva should seriously consider
extending the duration of induction/driver training to 8 weeks as most
employees feel that would allow all aspect of the training to be understood
The induction/driver training programme have
too many things to cover in short time and too much interference, therefore it
must be restructured in order to deliver quality training. The company must be
aware of the resources, including time and effective use of internal expertise
that help to achieve its goals and objective.
The training place itself must be
reorganised in order to deliver a successful training that meet the expectation
of the company and employees. The company must be committed to ensuring that
all its staff are provided with the necessary training they need in order to
perform their job safely at all the time.
Arriva must address and increase
opportunities to grow and prosper within the company as most employees
confirmed that there are very limited.
The company must ensure that the
training and development programme is developed, managed and delivered with due
regard to fairness.
The research has been a success as it has met the aims
and objectives which were set from chapter one. Most importantly, this research
has given Arriva an insight on how effective their 6 weeks induction/driver
training programme is and the company should consider extending it. Nowadays,
it understandably that cost saving measures must be implemented but investment
in good induction training will always yield positive result in the long term
and increase customer satisfaction as well trained employees perform better and
are always more likely serve customers in a desired way.
In general, induction has a huge effect on the
quality of customer service provided by an organisation and only well trained
employees with relevant information may deliver excellent and quality customer
service. Well excuted induction training can significantly satisfy employees
learning of the company’s goals and vision. It can further have a positive effect
on employee turnover as employees are well oriented and they are more likely to
stay with the organisation for a longer time. The case company has a large
service range and therefore its employees need a considerable amount of
information for delivering a credible and quality customer service.