Mapping the future
Arriva UK Bus wanted to align its drivers with the group’s vision to be the leading transport provider in Europe.
The roadmap is a table-size coloured pictorial representation of a small town. It becomes the starting point in a discussion led by the company’s trainers who act as facilitators with small groups of 10-12 employees.
In one region alone, customer complaints due to driver attitudes reduced by over 50% following the introduction of the training.
Allow every employee to define what needs to change at a local level