TransitLink Pte Ltd

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Designing and implementing performance management system which emphasizes people excellence

TransitLink Pte Ltd is a service company set up by SBS Transit Ltd and SMRT Corporation Ltd to meet growing and changing travelling needs of commuters in Singapore by developing a fully integrated public transport system so as to ensure efficient and effective fare and network integration as well as to serve as a one-stop resource for information pertaining to public transport services in Singapore. A fully integrated public transport system allows a single planned network through combining services provided by public buses, the mass rapid transit (MRT) system and the light rapid transit (LRT) system. TransitLink partners with EZ-Link to encourage existing and new public transport operators to accept the ez-link card as a means of payment for bus and train fares. TransitLink is also the master load agent of EZ-Link to manage all top up channels within the transport environment in Singapore.

Challenge
In 2006, senior management of TransitLink plotted a course for the organization to achieve business excellence by developing and enhancing management capabilities so as to achieve high performance and to become more competitive. To attain its goal, TransitLink embarked on the certification process for People Developer Standard (PDS), a total and systematic approach of developing people in an organization in five major areas for business success through adopting a structured approach to learning and linking human resource development to business objectives. Not only did it mean that organizational human resource processes and systems must be aligned to the stringent assessment criteria under PDS, management and employees at all levels must also understand specific requirements for business excellence in order to improve organizational performance practices and capabilities.
Solution

TransitLink partnered with PACE to firstly diagnose and analyze competencies for various levels and vocations of its workforce in Training Needs Analysis so as to identify areas for improvement in its people management systems and processes. Strategies to narrow gaps and boost organizational growth were mapped out.

The next step undertaken by TransitLink and PACE was to review the entire performance management appraisal system so as to fine-tune performance appraisal processes and appraisal forms to effectively measure performance of its staff. The new system also assisted managers in helping their staff to pinpoint strengths and challenges for development.

A series of workshops on performance management were then conducted by PACE for both managers and staff to level up their skills of using the new performance management appraisal system. TransitLink also requested for its employees to be trained on customer relations management/customer service excellence so as to inculcate customer service mindset and focus on quality customer service delivery in daily operations.

Results
  • A higher number of customer compliments was reported for staff in the new TransitLink call centre, who had performed beyond expectations.
  • The revised performance management appraisal system helped managers to better handle challenges in staff management by providing clarity to and enabling effective management of key result areas and key performance indicators.
  • Employees were reported by managers to be more engaged and motivated since they could secure a customised career path based on their individual strengths while singling out areas and opportunities for development.
  • High performing staff were recognised for their contributions and they were empowered by their managers with expanded responsibilities and new projects to stretch their potential.

 

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