Case 5 Mohani Abdul.pdf - Universiti Putra Malaysia

Asian Journal of Case Research (AJCR)There were 6 taxi companies, which are in operation serving the North, South,East Coast of Peninsular Malaysia and Genting Highlands as their destinations forpassenger services. The following are some examples of taxi companies, whichare in operation:i.ii.iii.Persatuan Pemandu Teksi Bahagian Utara – Serves NorthdestinationsPersatuan pemandu Teksi Selatan – Serves SouthdestinationsPersatuan Pemandu Teksi Pantai Timur – Serves East Coastdestinations, etc.EXAMPLES OF TICKETING PRICES FOR INTERCITYPASSENGER SERVICES AND EXPRESS BUS TICKETSAs requested by En. Mohd. Salleh in their last meeting, En. Azman Shaharbipresented some ticketing prices for express bus compared to ticketing prices forintercity passenger services to the Board of Directors (Appendix B).En. Zakaria, the Head of Malaysian Centre for Transport Studies (Mactrans)commented, “I think we should focus our strategy to the targeted customers andtailor our strategy to match with their needs and expectations.” “We have to dosomething, otherwise we are going to lose the battle.” En. Mohd. Salleh pausedand looked straight into En. Azman’s face. “Azman, do you have any idea how toattract more people to use our service?” “Definitely we have to offer better servicefor their money. We have to provide quality service, but …... unfortunately, wedo not have enough employees. The number of employees in the Group was only5073 at the end of financial year 2002 and 5053 for the Company.” En. Azmanreplied“We have done our best in equipping our officers and staff.” En. Mohd. Sallehrecalled. “Several in-house training programmes, seminars and workshops havebeen conducted throughout the year in ensuring our officers and staff are keptabreast of the latest information, knowledge and developments in rail operations,business management and customer service. With regards to total number ofemployees …..” En. Mohd. Salleh paused and continued, “How are we going tohire more employees with the current financial situation?”ACTIONS TO BE TAKENOn Monday 6 January 2003, at 4.00 pm, the Board of Directors and the SeniorManagement Team of KTMB were almost at the end of the Yearly Planning andManagement Meeting for the new Financial Year 2003, when En. Mohd Sallehsaid in closing of the meeting, “We are now at the crossroads where we have to178