Monthly journal Parking Review has been the definitive source of news and intelligence on the UK and international public and private parking sectors since 1989.

Bus operators look for culture change in management and staff relationships

Achieving customer focus requires a new approach to the way employees are involved in their company and empowered to act

02 June 2011
Creating a culture of trust and empowerment has led to frontline staff at Reading Buses delivering higher standards of customer service.
Creating a culture of trust and empowerment has led to frontline staff at Reading Buses delivering higher standards of customer service.
Roger French: suggests new ways of measuring staff performance and encouraging personalised customer care
Roger French: suggests new ways of measuring staff performance and encouraging personalised customer care

 

When Reading Buses chief executive James Freeman began his career  on the bottom rung of the industry in the late 1970s, in the then National Bus Company the most interaction he recalls having with his depot superintendent was being barked at for a minor breach of rules. In many ways, working in the UK bus industry at that time was akin to joining the military, with the culture dominated by discipline, regimented procedure and remote command and control management. 

Three decades on...

+94% more

 

Healthy Streets Traffic Engineer Technical Lead x2
Bristol City Council
100 Temple Street Redcliffe Bristol BS1 6AN
BG13 £45,718 - £48,710
Healthy Streets Traffic Engineer Technical Lead x2
Bristol City Council
100 Temple Street Redcliffe Bristol BS1 6AN
BG13 £45,718 - £48,710
Senior Transport Planner
London Borough of Camden
5 Pancras Square, London, N1C 4AG
£44,579
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