Thursday, 15 January 2009 22:25
Service Quality Increases with Qualified Staff
Development of a secor with quality and efficiency is equal to total experience and knowledge for service providers within this sector.
All companies with high-quality service focus on training highly qualified personnel in modern world. We, hereby, should ask and think over the question of “What is the level of qualified personnel in our country?” to ourselves.
The answers of the ones who agree with my opinion, shall indicate a pessimistic picture. However, as stated within my previous article, this pessimistic picture should never prevent us from creating solutions. We may have lack of sufficent numbers of qualified personnel and we need to walk a long way, but, we should fulfill our duties without any excuse and pre-condition if Turkey needs development within nearly all fields.
I think we would be able to provide more convenient examples when talking about automotive industry. Automotice industry has confronted many crucial incidents after focusing on export due to 2001 Economic crisis. One of the crucial cause of this focus is that Turkish automotive manufacturers, which make no concessions and are showing great performance in the global-scaled competition, have also been focusing on training qualified staff during this process.
Automotive manufacturer, whose production process has stopped partly or decreased, is showing great effort not to lose his well-trained and qualified personnel within this economical shrinkage period. Loss of well-trained and qualified personnel means wasted investments made for high-quality and efficient production for manufacturer. Also the new investments, alike prior ones, shall be made after the crisis in case of well-trained and qualified personnel loss. In other and brief words, loss of well-trained and qualified personnel is also loss of investments made for the future.
Turkey has the advantage of young population and human resource. Talking about young population means talking about the future as well. Thus, investment on training of qualified personnel means an investment to be made for the future. For this reason, it shall be considered that establishment of educational/training system is an essential part of the infrastructure of future.
Due to some shortcomings and deficiencies within the system, we have to make an effort on concepts such as “shortcomings”, “deficiencies”, “inability of creating solutions” against a world with higher-quality demands.
A coach driver, whom we deliver our lives and safety during our journeys, just needs to complete compulsory fundemental training program to get a driver’s licence. However the coach driver’s work not only includes driving the coaches but also a very crucial service liability. The communication between service provider and service user shall be developed. Coach drivers should generate solutions, be aware of their liabilities and constantly increase theirselves as a qualified service provider.
We have to face the needs of contiuning education/training and personal development at this stage. The average annual coach sales volume is around 5000 in Turkey and the coach drivers are doing their best to provide high-quality service with those coaches. However, most of the coach drivers within the sector were and are trained by mentor system (master-apprentice relation). On the other hand, new vocational schools, an important investment for the future, have not supplied enough numbers of graduates to meet the well-trained personnel need of sector.
Well, how should the coach drives, who are used to working for long years already, be developed?
Internet shall be the most appropriate solution within this scope. Web based remote training programs become more and more important everyday. Coach drivers shall be able to, one on hand, use their time more efficiently and, on the other hand, have better training and development oppurtunities through those web based remote training programs. There are 3 different learning ways for human beings:visual, audios and by touch. It is possible to apply all those three learning ways within Web based remote training programs.
Qualified personnel, consequently, is essential for both our sector and country. Qualified personnel is able to solve the problems, improve the quality and provide support to reach the targets. A compotent and experienced staff shall a guiding light within the darkness for the company.
