GOING FURTHER TO SERVE YOU BETTER 擴展服務網為大眾提供更佳服務
As well as doubling the size of the Monitoring Unit's staff, the Company's 35 established driving instructors were also trained to perform monitoring duties. KMB is now able to field over
70 monitors throughout the Territory at any given time.
Newly qualified bus captains are
checked monthly during their first three
months of service. Thereafter random
assessments are made by non-
uniformed staff at intervals of once
every three months. In the event of
the detection of any sub-standard
performance, or complaints lodged by
members of the public, the frequency
of assessment will be substantially increased.
When faults in the performance of a
bus captain are detected, they are carefully and objectively recorded and the individual involved privately advised of their nature. Action taken by the Company varies according to the type
of problem and bus captains may
receive advice, warning disciplinary
action or practical, tailor-made
instruction via the Company's Training School.
A feature of this system is that good performances can be recorded as well. Bus captains showing a high concern for their passengers and other road users may get a commendation. All results. and subsequent actions are
computerised to allow the Company to maintain a constant review of every bus captain's performance throughout his career. A deterioration in any aspect of performance can be instantly detected and investigated without delay. In addition, the Monitors themselves are evaluated constantly to ensure uniform assessment standards.
除將監察組人員的數目倍增外,本公司 之三十五名駕駛導師亦受訓執行監察 任務。本公司現能在任何時候派出超過 七十名監察員在整個區域內進行工作。
新入職之車長在服務頭三個月內會每月 受到監察,此後每隔三個月會由便裝人員 ~進行不定時評估。假若發現任何服務
不合標準,或有公眾人士投訴時, 監察次數將會加密。
當監察員發現車長有過失時,將會作出 仔細及客觀記錄,並向有關車長個別提示 所犯之過失。本公司之處理方法將視乎 問題之類型而定;車長可能受到個別 面談提點、警告、紀律處分或需再次 接受訓練學校按個別情況制訂之駕駛 訓練。
此制度之特點是同時對良好表現加以 記錄。對乘客及其他道路使用者極為關心 之車長可獲讚賞。所有結果及有關之 處理均儲於電腦之內,讓本公司能對 每個車長在其整個服務時期之表現 不斷作出檢討,並在服務出現任何問題時 均能即時發現及加以調查。另外,監察員 本身亦不斷受到評核,以確保能有統一 評估標準。
27