2. • 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. 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
4. 1. 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.
8. 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.
9. 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• Outdated Technology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
10.
11. 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
12. Highlights 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.
13. 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.
14. The app is currently out of
date and slow.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
15.
16. Our comprehensive walk-
through audit highlighted
two main areas of concern:
Staff attitude at peak
times.
The app currently offered.
