Greyhound Case Study

Submitted By arose10
Words: 864
Pages: 4
Open Document
Understanding the problem
Customer’s drive our business, let’s take care of them! As a company that provides services to individuals from all walks of life, we have to accommodate and adapt to what our customers want from Greyhound. We want to turn Greyhound into a company that is more customer service focused. When Greyhound makes any decisions, we need to keep the customer in mind. Without our customers, we cannot operate. We are stressing this issue because of the impact that our customer base has on our company as a whole. Greyhound needs to differentiate itself from others by providing excellent customer service and understanding the customer’s needs. “You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied.” ~ Jerry Fritz The problems we have faced all eventually have an impact on our passengers. Greyhound has seen its business declining because of lower services rendered to customers. The company didn’t catch the new opportunities brought by technology that could boost their financials. From the unnecessary spending to the poor work ethic from our employees, this all bleeds through the cracks and negatively impacts our customer experience resulting in poor financial performance. Management needs to be reassessed and a strategy needs to be put into place when carrying out actions. There were several aimless decisions made that cost the company money and customers. Issues with terminal workers and drivers need to be addressed immediately. A strict code of conduct needs to be enforced. Greyhound will not tolerate employees making inappropriate remarks about customers. As far as the drivers, we need to be more considerate and realistic when making schedules and routes. Our drivers felt that they had to speed so that they could get to the next destination on time. This is also completely intolerable and unlawful. Employee and customer safety is extremely important to Greyhound. Any potential risks or safety concerns need to be addressed immediately. Greyhound has been under all sorts of different management styles and has been thrown every which way, but we feel confident that if we build our customer base back up and focus on satisfying our employees as well, then we can turn this company around. A huge factor that plays into all of our problems is our poorly managed information systems. Any company bases decisions off of recorded data so that they can collect information needed to make necessary changes to provide a better experience for customers. From when they purchase their ticket, to when they walk off the bus, the customer needs to feel valued. The Trips reservation system hit the company hard. This system failed in so many ways, from training the employees on it, which took 40 hours per employee, to system crashes which prevented customers from traveling, Trips took a huge hit on the company. A priority of ours would need to be putting a new system in place. Greyhound’s ticket purchases are made one to three hours before scheduled departure 65% of the time. We need an efficient and cost-effective way to process ticket purchases and accelerate passenger movement through our terminals. The reliability of the system needs to be top of the line. Greyhound needs to make decisions for the future and keep up with the times. Customers are looking for self-serving kiosks, Wi-Fi-enabled terminals, mobile friendly ticket purchasing, and an
Show More

Related Documents: Greyhound Case Study

UNDERSTANDING OF MHA PROBLEMS Essay examples

extreme sadness. The most common mood disorders are depression, mania, and bipolar disorder. - Personality disorders: People with personality disorders have extreme and inflexible personality traits that are distressing to the person and/or cause problems in work, school, or social relationships. In addition, the person's patterns of thinking and behavior significantly differ from the expectations of society and are so rigid that they interfere with the person's normal functioning. Examples include…

Words 1397 - Pages 6

Squirtle's Problem: Solving The Word Problem

the students in Math and make a checklist to assess their understanding of the concept skill presented. The students were supposed to master the skill of solving a word problem with pictures and then when they were done, they were to participate in a class discussion on how to solve the problem. With that being said, I decided to compose a checklist with a scoring rubric to assess the students’ understanding of how to solve the word problem. I assessed their skills by observing their communication…

Words 1075 - Pages 5

outline for case study 2 Essay example

for your own understanding as well as for the understanding of the other students and the instructor.) II. Major Problem (State here the major problem as you see it. Emphasize the present major problem. You may wish to phrase your statement in the form of a question. In a few cases, there may be more than one major problem. A good problem statement will be concise, usually only one sentence.) III. Possible Solutions A. (List here the possible solutions to the major problem. Let your imagination…

Words 967 - Pages 4

Nt1310 Unit 1 Assignment

They will use problem-solving skills to determine what 0 means in the context of the real-world problems. For example, in a problem talking about temperature, the students will use problem solving skills to recognize that a value of 0 degrees represents a value of 0 on the number line. The objectives remain the same throughout the learning segment. They…

Words 719 - Pages 3

Level 5 Degree In Education And Training

After completing a unit, the learners take an end-of-unit test to evaluate their understanding. This test acts as a checkpoint to measure their progress and comprehension of the material. What makes it even more valuable is that the test includes GCSE exam-style questions, some of which are taken from actual GCSE pass papers. This way, the…

Words 1954 - Pages 8

Nt1310 Unit 1 Assignment

struggled in connecting mathematical procedures with word problems. I felt that through having him as my interviewee, we could both benefit as I learned more about his thinking and reasoning about mathematics. Through the interview, I discovered quite a few important aspects of how the child perceives mathematics. I believe session was helpful for my edification as a future teacher. B For the first problem, I read out the following problem to the student; “There are 4 burritos for 5 children to…

Words 1781 - Pages 8

Rhetorical Analysis Of Joe In The Giver

But Joe is pressing on like a man who has seen no other human for a year.” Clarissa was a really emotional woman, she is emotional about her own problems but rational about other people’s problem. Joe was complaining to her about his problems of communicating with his peers, but she did not even try to listen to him. There was no understanding between the two of them, so their relationship became worse and worse.This paragraph is the foreshadow of their relationship becoming worse.Her attitude…

Words 259 - Pages 2

Grading Rubric Essay

|absent or wholly incorrect;| | |use/understanding of |obvious or surface |or surface meanings; use/ |insufficient and/or incorrect|no discernible thesis. | | |theory; essay fully |meanings; good use/ |understanding of theory |in several ways; thesis is | | | |controlled by precise, |understanding of |adequate in most sections, |vague or not central to |…

Words 594 - Pages 3

Whole-Group Observation Paper

discussion. During the class discussion, we will do another problem and graphic organizer together by having the students come up to the board to fill in the blanks or to solve the problem. I will check their understanding by asking them to give thumbs up or thumbs down whether they think the answer was correct or incorrect. This small assessment will help me see if I need to further teach the concept if most of them aren’t fully understanding it.…

Words 641 - Pages 3

The Importance Of Teaching Mathematics

Throughout the years a lot of states adopted these standards and gave teachers a great understanding of what mathematics should be taught. To me, these standards have a positive and negative impact on students and their learning. The Standards also include six principles that provide direction and guidance to the leaders teaching mathematics in…

Words 780 - Pages 4