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QUALITY of SERVICES, QUALITY at WORK The role of training

QUALITY of SERVICES, QUALITY at WORK The role of training. Gabriele Bonfanti Gruppo Torinese Trasporti. 1. 1. GTT PASSPORT. Urban bus lines 50 millions km Urban tramlines 6 millions km Automatic underground 8 millions km Intermunicipal bus lines 13 millions km

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QUALITY of SERVICES, QUALITY at WORK The role of training

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  1. QUALITY of SERVICES,QUALITY at WORKThe role of training Gabriele Bonfanti Gruppo Torinese Trasporti 1

  2. 1. GTT PASSPORT Urban bus lines 50 millions km Urban tramlines 6 millions km Automatic underground 8 millions km Intermunicipal bus lines 13 millions km Railway lines 1,5 millions km Parking lots and facilities 50.000 places (10.000 in parking garages) Turnover 0,5 billions € Investments 150 millions € Staff: 5.500 Turnover: 200-250 per year 2

  3. 2. DRIVERS’ TRAINING (2009 course) The (main) innovations (1/3): • 2.800 drivers involved (all of them) • in ordinary working time • 1 day (6.5 hours) • little teams (never more than 20 in the classroom) • interactivity (working teams) 3

  4. 2. DRIVERS’ TRAINING (2009 course) The (main) innovations (2/3): • centrality of data (full knowledge; no “legends”) • project fully managed by internal resources (staff) • course leaded by the line 4

  5. 2. DRIVERS’ TRAINING (2009 course) The (main) innovations (3/3): • videos with Police officers (made “ad hoc”) • “sliding doors” stories (the behaviours of drivers) 5

  6. 2. DRIVERS’ TRAINING (2009 course) The (main) returns on investment • better knowledge of drivers (by the Company) • better knowledge by drivers • better behaviours by drivers: service security 6

  7. 3. THE TENDERS Liberalization of PT sector Regulation EC 1370/2007 in force since 12/09 PT services will be assigned at the end of tender procedures Some parameters of evaluation : quality of services level of compensations quantity of investments (the fleet, etc.) ……………. what about HR? what about training? 7

  8. 3. THE TENDERS Two different (real) examples of tenders in labour intensive services (evaluation systems) 2 100 points for economical part of the tender 1 30 points for economical part of the tender 70 points for technical part of the tender 2 points for training programs TRAINING IS a PLUS TRAINING IS a MINUS CENTRALITY of PUBLIC AUTHORITIES: what kind of PT SERVICE do they want? (but also) what kind of PT COMPANIES do they want? 8

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