... Purpose Describes how Translink Metro, which runs the buses in Belfast, improved customer service through an award‐winning training scheme where actors posed as passengers. Design/methodology/approach Outlines the reasons for the program, the form it took and the results...

... for themselves, had no clear role definition, and no quality materials or processes to work with. Operating company instructors had vastly different skills sets and abilities, with some delivering only practical training on buses and others responsible only for theoretical training in the classroom. Time...

... employee health and productivity. © Emerald Group Publishing Limited 2008 Absenteeism Health and safety Buses United Kingdom Sickness absence is an expensive problem. The Confederation of British Industry estimates that its average direct financial cost to a UK company is at least...

... Publishing Limited 2007 Buses Skills training Employee development Thousands of bus drivers are on the route to success because of a training initiative by First Bus UK and the Transport and General Workers Union (TGWU). The company, which runs 9,300 buses in 40 towns and carries 2.8 million...