First Group UK Final Report

INSTITUTE OF PRODUCTIVITY &

MANAGEMENT

1 INSTITUTE OF PRODUCTIVITY & MANAGEMENT, MEERUT

CASE STUDY ON FIRST TRANSPORT GROUP

SUBMITTED TO:-

RESP. PROF. MR. SHAM SHARMA

M.A. (LUCKNOW), D.M.M, LONDON

SUBMITTED BY:-

Group No- 3

VISHAL KUMAR SINGH

BIBEK BISWAS

KUNDAN KUMAR

RAKESH ROUSHAN

PRASHANT KUMARNo of words—6800, PGDM—2nd Semester

ACKNOWLEDGEMENT

We would like to show our gratitude to Resp. Prof. Mr. Sham Sharma, for providing us

with the golden opportunity to prepare an intellectual report, on marketing of services

of case study on “First Group” the world’s leading Transport Company.

We are grateful to Resp. Prof. Mr. Sham Sharma, for guiding us to prepare an

aesthetic report on marketing of services on “First Group” with the proper

information and knowledge of sixteen elements of formal report writing. Without his

kind support it would have been difficult for us to complete the report, so meaningful

and interesting in a short period of time.

We thank him whole heartily for his consent encouragement, warm response and for

filling every gap in our personal development and knowledge enlightens and valuable

idea that made this assignment successful.


TABLE OF CONTENTS

ACKNOWLEDGEMENT.................................................................................2

EXECUTIVE SUMMARY................................................................................4

INTRODUCTION OF FIRST GROUP................................................................5

AWARDS & ACHIEVEMENTS........................................................................7

SWOT ANALYSIS OF FIRST GROUP..............................................................9

PEST ANALYSIS OF FIRST GROUP..............................................................11

RATER.....................................................................................................12

SERVICE GAPS IN FIRST GROUP................................................................15

QUESTIONS AND ANSWERS......................................................................20

CONCLUSION...........................................................................................33

BIBLIOGRAPHY.........................................................................................34

FIRST GROUP VIDEO………………………………………………………………………….. 35


EXECUTIVE SUMMARY

This case study is based on marketing of services of “First Group” the world’s leading

transport company. There are businesses that have realized the importance of

customer service and consumer satisfaction as being the key for sustained business

success. Delivering the world class services to the customers is part all the

businesses. But besides that safety and customer service are the core values of the

“First Group”. In this particular case study we have mentioned the beliefs and

principles that give the first group new avenues for the growth of their business.

We have written the brief introduction about the “First Group” company profile,

achievements and global health & safety policy. In this report you would see details

regarding the fundamental pieces of health and safety legislation in the UKs “health

and safety at work Act 1974”. We have specifically mentioned the ways in which first

group creates the safe working environment for its employees and ensures the safety

of their customers and employees.

We have tried our level best to analyze the every aspect of this case study and try to

get the best possible answer to the questions asked. However we have also gone

through the service gaps and analyze the RATER model of their business. For any

businesses it looks simple acts to ensure the health & safety but injury prevention is a

way of life at first and according to the first group they says

“A red wood takes 100 years to grow, it takes just a few hours to chop it down and

roast a marshmallow”.

“If you cannot do it safely, don’t do it.”


INTRODUCTION OF FIRST GROUP

Twenty years ago no-one would have forecast that a small municipally-owned bus

company in the north east of Scotland would go on to become the transport giant that

FirstGroup is today. Now the world's largest public transport operator in private hands,

First carries 2.5 billion passengers every year.

First Travel Solutions is part of the FirstGroup of companies, the leading transport

operator in the UK and North America, transporting some 2.5 billion passengers a

year, which also includes First Scot rail, First TransPennine Express, Hull Trains, First

Capital Connect, First Great Western and Greyhound. FirstGroup (First) is the UK’s

largest bus and rail operator. When a transport company carries as many people as

First does, a keen focus on health and safety is vital. It is an area in which First always

seeks to improve. It has an Injury Prevention culture. This involves training,

monitoring and reporting safety procedures. First places safety at the heart of its

actions and its culture is based on zero tolerance of unsafe practices.

FirstGroup plc is Britain's largest bus operator, running more than 20% of all local bus

services. A fleet of nearly 9,000 buses carries some 2.9 million passengers a day in

more than 40 major towns and cities. FirstGroup also run passenger and freight rail

services in the UK. Passenger rail franchises consist of


A) First Great Western,

B) First Capital Connect,

C) First TransPennine Express

D) First Scot Rail.

They also operate First Hull Trains (an 80% share), a non-franchised open access

intercity passenger train service and provide rail freight services through First GBRf.

In North America, FirstGroup has several divisions:

1. First group a market leader in provision of school bus services in North America.

First student America transports over 2 million students everyday on behalf of

over 400 school districts.

2. First transit which holds many city and county public transport contracts.

3. First Vehicle Services which maintains vehicles for many corporations,

organizations and local governments, including the other First divisions and

Greyhound lines.

FirstGroup has always had a consistent brand and most of the names of its operations

begin with the word First. Its corporate colors are white, pink and blue, and many of

its buses and trains are of these colors. First Group owns and operates the Air

coach service in Dublin, linking Dublin Airport with the Dublin Southside, Greystones

and Bray as well as long distance runs to Cork. Air coach also operates car park

shuttles at Belfast and Dublin Airports.

The group primarily operates in the UK. It is headquartered in Aberdeen, the UK and

employs about 137,000 people. The group recorded revenues of £6,187.3 million

($10,652.4 million) during the financial year ended March 2009 (FY2009), an increase

of 31.4% over FY2008. The operating profit of the group was £371.1 million ($638.9


million) during FY2009, an increase of 38.7% over FY2008. The net profit was £143.3

million ($246.7 million) in FY2009, an increase of 19% over FY2008.

"Safety starts with First group. They are not satisfied until they achieve 100%".The

safety of their customers and employees is at the top of first agenda in everything

they do – from working practices through to service delivery and beyond.

The safety and security of their passengers and staff is fundamental to everything

that first do. First continually seek to improve the safety culture throughout their

business and apply a ‘zero tolerance’ approach to unsafe acts and practices. Over the

past few years first have made great strides in improving their working practices and

procedures and in monitoring their performance in this area. First are never

complacent and continually strive to meet the highest possible standards of safety for

their passengers and staff. For example, their program of Injury Prevention is not only

innovative but unprecedented in transport industry. Injury Prevention has been rolled

out across all of our operations and is designed to engage all their staff and

encourage good safety practices to embed the safety culture in all of our operations.

AWARDS & ACHIEVEMENTS

Awards 2010

First TransPennine Express achieves 5-star recognition from the Recognized for

Excellence Awards.

FirstGroup wins award for Contribution to Sustainable Transport at Scottish Transport

Awards

First Scot Rail wins Frontline Employee of the Year Award at the Scottish Transport

Awards.


First TransPennine Express named Passenger Train Operator of the Year at the

National Rail Awards.

First in London wins Green500 Platinum Award

FirstGroup wins award for the 'most effective all-employee share scheme strategy,' at

the Employee Benefits Annual Awards ceremony.

First London bus driver wins Frontline employee of the Year at London Transport

Awards.

FirstGroup named Green Operator of the Year at Transit Awards.

Environmental Awards

Gold Award for our environmental submission in the Freight and Highways category at

this year's 'Green Apple Awards'.

Network Rail Environmental Awards - in five years

4 National Green Apple Awards - for the fourth year running

2 Bus Industry Awards - for environmental achievement and innovation and

The Railway Industry Innovation Awards 2005 - highly commended for staff

participation in environmental schemes

First Scot Rail - won Best Station Garden for Aberdour station at the Community Rail

Awards 2005

Safety awards

European road safety excellence award from the European Union.

Green cross for safety medal from the National safety council in North America.

In 2009 first scot rail and the bus company first in Devon and Cornwall received

first’s top safety award.

SWOT ANALYSIS OF FIRST GROUP


Strength of First Group

1. A major strength of first group is the product itself -- safety travel. Despite

downturns in UK, over time travel continues to grow, not only due to population

growth, but also due to an increased propensity to business & globalization.

2. First group safety record and associated public acceptance of travel as both a

fast and safe way to travel. Both traditional, brand recognized faith and new low

cost carriers share this strength.

3. First group staff is highly trained and experienced, from drivers and

subordinates and their conscious about safety and attendants to mechanics and

ground staff.

4. They have a user friendly website which fully discloses the price breakdown of

the passengers planned travel with full disclosure of timetable and places where

the passengers want to travel. Offering a full breakdown of the price plan

prevents any hidden charges when the customer confirms their booking.

5. Recognized as a leading brand name in the UK and North America travel

industry for their injury prevention, health and safety working philosophy

6. They offer a high quality service at competitive prices and offer a number of

features like more spacious, free Wi-Fi, toilets, seatbelts, power socket, CCTV

and complementary news paper in the buses. This enables them to maintain a

reliable and hassle free service to their customers.

Weakness of First Group

1. Travel industries are expensive and require huge capital outlays. The return on

investment can be different than planned. As in the travel industry the chances

of accident are more often which leads to the huge loss of the capital and it is

expensive. Besides that the depreciation cost of the transport industry is too

high.

2. One of the key weaknesses of first is that most of the staff has just the basic

information not the accurate knowledge they need as qualified professional.

Opportunity of First Group

1. Transport market growth offers continual expansion opportunities for first group

business destinations.


http://www.ehow.co.uk/travel/

2. Technology advances can result in cost savings, from more fuel efficient and

this will increase revenue due to customer-friendly service enhancements like

in- Internet access and other value-added services for which a customer will pay

extra. As all the fleets of first group is not fully equipped with advanced

technology, however some of their buses and trains are ,so it will opportunity for

the first group to become tech savvy and cost effective too.

3. In the coming year 2012 the Olympics is going to be organize in London and

First group is going to play an important role in transport facility. As First group

wins the Olympic bus contact. So this will be a great opportunity for the first to

attract the world interest and expand their businesses in other part of the world.

4. People nowadays using more public transport and offers less private cars

because of environment consciousness and this will be an opportunity for the

first group to get their strong presence in the UK and US transport market.

Threat of First Group

1. First group is facing tough competition from the other major market player of transport industry like.

Arriva plc National Express Group plc Stagecoach Group plc

2. The price of fuel is now the greatest cost for transport industry. An upward spike

can destabilize the business.

3. A plague or terrorist attack can negatively affect in transport industry and it can

affect the First operations. We all are well aware of the terrorist attack on

London Heathrow airport that endangers the life of many people. So this will be

a great threat for not only First operation but also for the whole transport

industry.

PEST ANALYSIS OF FIRST GROUP

Political - Moving people from home to school or work is a vital part of the economy

and needs to be efficient. In the 1980s, the government began to privatize transport,


http://www.ehow.co.uk/internet/

so that competition would produce a more efficient service. Government is also

committed to reducing CO2 emissions and is encouraging people to use public

transport rather than cars. First believes that working with local government is

important. It has produced a Climate Change Strategy that aims to cut its emissions.

Economic - Economic factors include changes in demand, for example, the demand

for safer school transport has led to research into the introduction of Yellow Buses,

based on the US experience. Another economic factor is high fuel taxation. This

encourages people to use cars less and public transport more. First looks at how car

and public transport can be integrated, for example, with Park & Ride scheme

Social - Social changes include the aging population. More people now have free bus

passes so travel is paid for by Local Authorities. People travel more, however they are

more aware of how this affects the environment. First group concerns and look after

these facts.

Technological - New technology can make travel easier, for example ‘kneeling’

buses to help elderly or disabled people to board. First has also set up a future

transport project of buses that look like trams but do not travel on rails. In addition,

information technology enables text and email alerts to be sent to waiting passengers

on some services and pre-paid ‘Smart’ cards can be used for payment on buses.

Environmental - First has developed its Climate Change Strategy to reduce its

impact through a reduction in carbon emissions. It is aiming for reductions of 25% for

bus and 20% for rail by 2020.

Legal- First complies with, and aims to improve on, all legal requirements such as

those for levels of emissions. From 2010, First and other transport companies will

have to buy carbon credits to offset their emissions. First has already built this into

its budget.


RATERHow they delivering their promises

RELIABILITY

As we know that safety is our physiological needs and every one human being want to

satisfy these needs. That is the core competency of first and they are promises to give

the 100% safety assurance.

They are committed to creating and maintaining a safe and healthy working

environment for their employees, customers and the community. Their commitment

to ensuring the safety and security of their employees is set out in their Injury

Prevention and Security policies. First group strive to avoid emergency situations but

recognize the need to be prepared. First group are committed to having effective

emergency response procedures in place.

The reliability of First services currently averages 98.6%. This lies slightly below our

target and 0.2% below last year’s performance. The deterioration in performance

occurred in the winter months due to the difficult weather conditions.

And here we have mention below the satisfaction level of their customer.

'Overall opinion of journey' scores (% satisfaction) from the Passenger Focus

National Passenger Survey

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

Autumn

2009

FGW 77% 72% 74% 73% 80% 81% 82%

FTPE 88% 89% 86% 84% 83% 87% 89%

First Scot

Rail88% 83% 84% 88% 90% 89% 90%

First

Capital

Connect

76% 71% 77% 77% 78% 76% 75%


National

average81% 79% 81% 80% 83% 81% 83%

ASSURANCE

First group give the assurance their customer providing safety, value for money, high

quality services, consistent, accessible and reliable transport services to its

customers. First also assure their customer that their employ behave respectfully and

honestly while dealings with customers.

TANGIBLES

If we talk about the tangibles facilities of first group the provided many type of

facilities as such follows:

Wi-Fi facilities

Spacious seating

Toilet

Free Newspaper

Secure seatbelt

Charging socket

Extra legroom

CCTV camera

Low floor buses which is mostly comfortable for disabled persons.

In the first group video DVD we attach with the report shows the tangible that’s

first group offers to their passengers to ensure the quality service. In this video the

American legend greyhound buses shows the all facilities.

EMPATHY

First group are committed to maintaining open and regular dialogue with all

their stakeholder groups in matters that affect their interests. These range from 13 INSTITUTE OF PRODUCTIVITY & MANAGEMENT, MEERUT

formal consultation to regular informal contact on a day-to-day or week-to-week

basis. As a public transport company they treating customer as individual.

They respect customer privacy and provide protection for personal data in

accordance with the relevant local law.

If you have any lost property you can enquiries with First bus services and you

can also contact the relevant Travel Shop and you easily get yours lost property.

Nevertheless you can also claim your property. You will need to provide proof of

identity but there is time constrains like Perishable goods will not be kept more

than 24 hours. All other property will be kept for one month.

You can also After making an enquiry via the Lost Property line if you are

dissatisfied with the service provided you can contact the Customer Service

Team on 0845 6001420 (Monday - Friday 0830 - 1730) who will be happy to

discuss and investigate.

RESPONSIVENESS

As we mansion earlier if you lost your property and you are not satisfied their

services you can also contact their customer care services. They also say “We

are always looking for ways of increasing customer satisfaction and

use of public transport. We are proud to welcome new passengers to

our services each day”.

In North America they conduct comprehensive surveys of all their customers at

least once each year. They also gather informal feedback by meeting with them

regularly. They create on websites customer panel where in customer panel you

can easily give your view,

What you want?

What you think?

What products you like?

What you would like to see more of?

They have a zero tolerance policy towards assaults in the workplace and will

continue to do everything we can to prevent them.


SERVICE GAPS IN FIRST GROUP

Since for any business one of the most important areas of concern is the service gaps.

After deeply analyzing and with the help of different website we came to know that

there will be gap in the first group with the business specification and the delivery

system. We have few examples in support of our statements and these examples are

set by the First group customers.

John Riley So, no major incidents but out of 12 trains, five were cancelled and

the other seven delayed by about two hours. Well played FCC. That focusing on safety

only rather than the services delivered.


Paul 'Sparky' Sparks In the face of adversity, as we face our daily battle

into work, First Capital Connect and Southern do their bit by ever giving up.


http://www.facebook.com/TheSparkster

Topic: List of trains cancelled due to no drivers

12:08 Bedford to St Pancras International due 13:11 this train has been cancelled.

This is due to a member of train crew being unavailable.

Next departure from Bedford is at 12:24.

(Message Received: 12:22:02 30/10/2010)

13:20 St Pancras International to Bedford due 14:26 this train has been cancelled.

This is due to train crew having been unavailable earlier.

Next departure from St Pancras 13:34.

Now we further shows the some evidence where first group fail to render their

services or it’s also we can say that the service gap in the first group. In this picture

given below you can guess how the people face problem due to late their service or

canceled the time table of train. This shows that there is also the different types of

waiting the passenger have to face besides the service gaps.


http://www.facebook.com/topic.php?uid=2239285772&topic=17194


Passenger’s reaction in this situation

Sally Widdop Love the fact that they can't be bothered to get a new sign but just

scribble out what was first written

Ian 'Fcc' Bell cost cutting

Ian Ansell but service improved, from toilet flooded to door broke, new problem new

SL

So from the above evidences its quite clear that despite of number one rail operator in

the UK First group is lacking somewhere in their services to their passengers.


http://www.facebook.com/iansell

http://www.facebook.com/profile.php?id=100000647547135



http://www.facebook.com/iansell

QUESTIONS AND ANSWERS

1. Using an example within the transport industry describe why safety

should be important?

Ans-

Schoolchildren injured after bus crashes on way to Alton Towers

Four schoolchildren were seriously

injured after the bus they were

travelling in crashed in

''horrendous'' weather conditions

on its way to Alton Towers. There

were six adults and 33 children on

board when the bus came off the

road shortly after 6am.

FRESNO, Calif. (KFSN) -- A Greyhound bus crashes into an SUV that had overturned on Highway 99 in Central Fresno killing six people including the driver of the bus.

The Greyhound bus departed from

Los Angeles Wednesday night --

headed to its final destination in

Sacramento. Just minutes before

the crash, the bus had stopped at

the Greyhound terminal in Downtown Fresno. CHP officials say it's possible the bus

driver who plowed into that SUV didn't see it in time because of its dark color. But,

they are still trying to figure out why the SUV flipped over in the first place which is

what led up to this horrific crash. The CHP shut down the northbound lanes of

Highway 99 near McKinley for several hours Thursday ... as investigators tore through

mangled wreckage and emergency crews frantically tended to dozens of victims.


From the above pictures it’s quite clear that for a transport company safety is one of

the key elements to get the edge in this business. Safety is a key consideration for

transport industry. The term should do everything possible to provide for the safety of

all involved in transport process. This includes more than providing pediatric medical

expertise for the patient during the transport. It starts with vehicle selection, driver or

pilot capabilities and ongoing licensure requirements. Safety of the transport personal

must also be priority. Safeguarding passengers and assets is of paramount

importance to all public transport stakeholders. Aside from the devastating

consequences that we know only too well can arise from security breaches; delay,

disruption and the perception of unsafe networks cause flight from rail and public

transport networks and consequently have a negative impact on the bottom line.

Security and safety issues are increasingly important to all transport operators.

SMS is a safety management system which is a businesslike approach to safety. It is

a systematic, explicit and comprehensive process for managing safety risks. As with

all management systems, a safety management system provides for goal setting,

planning, and measuring performance. A safety management system is woven into

the fabric of an organization. It becomes part of the culture, the way people do their

jobs. The EU document Guidelines on a Major Accident Prevention Policy and Safety

Management System describes the requirement for an SMS. The Directive is aimed at

the prevention of major accidents involving dangerous substances, and the limitation

of their consequence.

EU REGULATION (EC) No 216/2008 OF THE EUROPEAN PARLIAMENT AND OF THE

COUNCIL of 20 February 2008 on common rules in the field of civil aviation and

establishing a European Aviation Safety Agency includes several references to Safety

Management Systems.


http://www.easa.europa.eu/ws_prod/g/rg_regulations.php



Having a safety culture is not only important for the life and health of employee and

customers but also saves money for the company in many ways like.

Reduction in lost employee hours

Reduction in hospital costs

Reduction in sick leave

Reduction in pollution costs

Reduction in cargo damage

Reduction in insurance premiums

Reduction in loss of life

So for the transport industry safety is one of the key elements for the success and it’s

important for everyone.

2. Explain the purpose of the health and safety at work Act 1974?

Ans — The Health and Safety at Work etc Act 1974, also referred to as HASAW or

HSW, is the primary piece of legislation covering occupational health and safety in

the United Kingdom. The Health and Safety Executive is responsible for enforcing

the Act and a number of other Acts and Statutory Instruments relevant to the

working environment.

Health and Safety at Work etc. Act 1974...


Parliament of the United Kingdom

Long title: An Act to make further provision for securing the health, safety and

welfare of persons at work, for protecting others against risks to health

or safety in connection with the activities of persons at work, for

controlling the keeping and use and preventing the unlawful acquisition,

possession and use of dangerous substances, and for controlling certain

emissions into the atmosphere; to make further provision with respect to

the employment medical advisory service; to amend the law relating to

building regulations, and the Building (Scotland) Act 1959; and for

connected purposes.

Statute book chapter: 1974 c. 37

Introduced by: Secretary of State for Employment Michael Foot

22 March 1974

Territorial extent: England and Wales, Scotland, Northern Ireland, offshore

Royal Assent: 31 July 1974

Commencement: from 1 October 1974

OBJECTIVES OF THE ACT

Securing the health, safety and welfare of persons at work;

Protecting persons, other than persons at work, against risks to health or safety

arising out of or in connection with the activities of persons at work;


http://en.wikipedia.org/wiki/Risk

http://en.wikipedia.org/wiki/Occupational_safety

Controlling the keeping and use of explosive or highly flammable or

otherwise dangerous substances, and generally preventing the unlawful

acquisition, possession and use of such substances.

General duties under the Act

General duties of employers to their employees.

General duties of employers and self-employed to persons other than their

employees.

General duties of persons concerned with premises to persons other than their

employees.

General duty of persons in control of certain premises in relation to harmful

emissions into atmosphere.

General duties of manufacturers etc. as regards articles and substances for use

at work.

General duties of employees at work.

Duty not to interfere with or misuse things provided pursuant to certain

provisions.

Duty not to charge employees for things done or provided pursuant to certain

specific requirements.

The main purpose of the Health and Safety at Work Act 1974 are-----

Under section 2 places a duty on employers to ensure the health, safety and

welfare of employees as far as is reasonably practicable. It also requires

employers to consult with trade union safety representatives on matters

affecting health and safety in the workplace. Moreover, employers of more than

five people must prepare a written health and safety policy and bring it to the

attention of employees. As safety to their employees are the core value of the

First group operation, so they keep on emphasizing the health and safety of

their employees through continuous safety training programs.

Under section 3 requires employers to ensure that non-employees (e.g.

pupils/students) who may be affected by work activities are not exposed to risks

to their health and safety. Where young or vulnerable persons may be affected,

the duty of care is greater. Now according to this section First group also take 24 INSTITUTE OF PRODUCTIVITY & MANAGEMENT, MEERUT

http://en.wikipedia.org/wiki/Dangerous_goods

http://en.wikipedia.org/wiki/Flammable

http://en.wikipedia.org/wiki/Explosive

care of the passengers and the students who uses the First group transport

services. Like for the students they uses the different safety mode like bells,

body light to inform the other vehicles to move safely as there are students in

the buses who comes out and cross the roads.

Under section 4 places a duty on anyone responsible for the workplace to

ensure that the premises, plant and machinery do not endanger the people

using them. Through the transport industry applies this in some different ways.

First group have highly trained employees which handles the services of the

buses and trains every day to ensure the safe journey to the passengers. Those

staffs share the huge responsibility to check the functioning of the buses and

trains.

Under section 5 requires employers to prevent and control harmful, noxious or

offensive emissions into the atmosphere. First group well establish the

standards for themselves and uses the advanced technology buses and trains to

reduce the carbon emission, noise pollution. First group TransPennine express is

example of train that sets benchmark in reducing the green house gas

emissions i.e. CO2 and other toxic gases.

Under section 6 places duties on designers, manufacturers and suppliers to

ensure that articles and substances are safe for use.

Under section 7 states that it is the duty of every employee while at work to

take reasonable care of him or herself and of any other person who may be

affected by his or her actions. This section also requires employees to cooperate

with their employer in relation to health and safety issues. First group with

dedicated team of people sets an example for the others by co-operating each

other in every aspects of its operation. First group continuously tries to improve

their employee safety through different safety training programs. Besides that

the employee also carries with them the injury prevention handbook through

which they continuously monitoring the health and safety information and

informs to First group in order to take the corrective action.

Under section 8 requires employees not to interfere with or misuse anything

provided in the interest of health and safety. First group employees are well

trained and managed. They are well aware of the health and safety for them

and the passengers, so they never try to misuse those things which are for

health and safety purposes.


These Act set the standards that must be met to ensure the health and safety of all

employees and others who may be affected by any work activity.

3. Analyze how First Group goes beyond the minimum statutory

requirements of the Health and Safety Act?

Ans-Mike Murray, president and CEO, FirstGroup America, spoke safety is

fundamental to customer service and the value of human life never changes.

FirstGroup provides busing and maintenance services to municipalities, school

districts and the general public throughout the United States and Canada. First

Student is the largest provider of student transportation in the UK & North America.

Our motto is: If you can’t do it safely, then don’t do it. Safety is integral and

essential to customer service. We would never compromise in a situation when it

came to safety. We believe our customers respect and appreciate quality, safe and

reliable transportation.

Safety is a way of life within First


Everyone at FirstGroup has a responsibility to contribute to creating a safe working

environment. In the Injury Prevention handbook, there are a number of working

principles designed to keep safety at the front of employees’ minds. First group goes

beyond the minimum statutory requirement of the health and safety Act and

developed a number of employee safety practices.

Company policy states that no employee or contractor on company business

can make or take a call on a mobile phone while in charge of a vehicle. This is

regardless of the hands-free option. Reaction times are on average 50% slower

when using a mobile phone when driving.

The speed limit in all depots and in every bus station is a maximum of 10 mph

at all times because of the number of people likely to be moving around in this

area. A slow speed reduces the risk of anyone being hurt. This applies to staff

driving both company and their own vehicles.

All vehicles must reverse park as evidence has proven there are fewer

collisions.

Use of high-visibility jackets on premises.

Holding onto handrails when using stairs. Carrying Injury Prevention handbook

at all times whilst on company business to provide an instant record of any

safety related incidents.

In addition to their standard training, bus drivers also complete a one-day

Advanced Safe Driving course. This results in safer driving, less stress for

drivers and a more comfortable ride for passengers.

First’s buses and trains are fitted with CCTV and safety notices for passengers.

First uses training simulators for bus drivers and train drivers. The state-of-the-

art simulators can offer a number of scenarios for the drivers, for example,

snow, flooding, objects hitting the windscreen and even animals on a railway

line.

Regular Injury Prevention Tours are carried out by directors and other members of

staff. These help to assess safety levels across the business. First’s focus on safety

has enabled it to win the European Road Safety Excellence Award from the

European Union and the Green Cross for Safety Medal from the National Safety

Council in North America.


Live example how they go beyond the safety act:

At Greyhound for example, drivers must complete a rigorous seven-week defensive

driving training course at one of the company’s training schools. The Smith System

Advanced Driver Training provides the critical advanced driving strategies our drivers

utilize to prevent collisions and safely transport our passengers. We conduct Smith

System training and refreshers throughout the school year to maintain safe driving

practices. We provide training on a number of security events and implement

procedures to ensure our drivers, attendants and dispatch staff can respond for the

safety of our passengers in various situations.

Using the best tools and resources in the industry, they run extensive series of checks

on each employee for criminal and driving records and work history prior to hiring.

Before transporting any passengers, each driver participates in more than 50 hours of

classroom and behind the wheel training to ensure a thorough understanding of safe

driving practices. Safety begins with Empowerments with hiring the right people and

then giving them the tools and training they need to effectively perform their jobs and

manage their teams with an eye on safety. Each year first hosts internal health and

safety conferences in the UK and North America.

Annual figures are discussed and plans are set for the following year. Every month

Executive Safety Committee meetings are held and representatives from across the

business are required to attend and review safety programs. These help to assess

safety levels across goes the beyond level of health & safety act. As we all knows that

a good employer is one who goes beyond all the legislation and gives their best for

the health and safety of their employees and customers. First group has a reputation

of good employer because of their relentless approach to safety.

4. Evaluate the importance of monitoring health and safety information

and the influence that this plays in helping First Group to become the

leading transport company?

Ans- First core business activities we are committed to providing good quality,

reliable and cost effective public transport and rail freight services to all our

customers. Their core business strategy is to increase passenger numbers and

encourage a greater move towards the use of bus and rail transport. This will in

turn support the needs of society to achieve more sustainable travel. Monitoring


health and safety information and environmental performance providing

appropriate training and awareness programmed for their staff. First group

continuously monitor the health and safety performance of their operations which

will be subjected to periodic safety audits to assess performance. The nominated

directors will: Present a monthly report on health and safety to the Executive

Safety Committee Report to the Board all fatal and modifiable injuries to staff or

other persons within 24 hours.

This encourages the FirstGroup employees and they follow some sets of things

mentioned below:

Do not endanger yourself or others.

Report any hazardous condition or practice that may cause injury to people

property or the environment.

Obey all rules, signs and instructions.

If you do not understand speak to your manager before you start work and keep

your work area clean and tidy.

Disorder causes accidents, wastes time, energy and materials.

Wear protective clothing and equipment as required. Keep it in good condition,

wear it correctly and ask for a replacement if it becomes damaged or unfit for

use.

All accidents, incidents and near misses must be reported to your manager.

Seek immediate help and first aid.

Do not adjust modify or repair any piece of work equipment unless you are

competent and authorized to do so and use only the correct tools and

equipment for the job.

Continuous monitoring of the health and safety helps the First Group to keep an

eye on its operations. First group places special emphasis on driver training,

vehicle maintenance and fleet replacement.

Safety Principles: guide First Student Canada employees in conducting all

activities safely - on and off the bus. Employees are trained in these principles

and carry them with them in their Injury Prevention Handbook.

Background Screening : First Student Canada screens all employees beyond

required provincial regulations by providing additional assurances to employees

are cleared to perform all safety sensitive duties.29 INSTITUTE OF PRODUCTIVITY & MANAGEMENT, MEERUT

Drug and Alcohol Policy: First Student Canada maintains a zero tolerance

policy. All school bus drivers, mechanics, and management employees are

subject to pre-employment and random drug and alcohol testing.

Bullying and Sexual Harassment Training is an integral part of First bus

driver training curriculum. School bus drivers are taught how to recognize and

prevent bullying and sexual harassment to ensure children arrive at school

ready to learn!

Big Safety for Small Riders is a special training component that focuses on

the characteristics of young and developmentally disabled children to keep

these special school bus riders safe on the bus.

Bus Seat Safety Rules extends safe school bus riding knowledge to students

and our drivers on the "5 safety rules for students." This program helps young

riders put into action key safety issues involved with safe bus ridership and how

to help create a safe bus environment for everyone.

Security Training & Procedures target six specific types of security events.

This training ensures their drivers and attendants know how to respond to

safety and security events to ensure passengers are protected. This training

also provides security response procedures for our dispatch staff.

Complete Safety Performance Standards & Standard Operating

Procedures are provided to all First drivers and staff people. Guiding the

safety-critical areas of their operations, these standards and procedures help to

ensure the uniform, safe performance of all operations.

Injury Prevention Program (IPP) helps them to create an injury and collision-

free workplace. Designed for all managers and employees, this program

emphasizes the importance of employees reporting safety, security and route

hazards, as well as managers providing feedback and coaching to employees on

safe behaviors. Every employee carries an IPP handbook, which provides a

record of the safety communications and safety and security guidance.

The Smith System Advanced Driver Training provides the critical advanced

driving strategies needed to prevent collisions and safely transport for

passengers in today's challenging traffic environments. Smith System training

and refreshers are conducted throughout the school year to ensure safe driving

practices.


Physical Performance & Dexterity Requirements must be met by each

First Student driver and attendant to ensure they meet the challenges and

physical requirements for both routine and emergency situations.

Driver Qualification Online is a system that monitors driver qualifications as

part of Federal Motor Carrier Safety Administrations regulations.

Young and developmentally disabled children have special safety needs

as well. First drivers are trained to care for the needs of these special riders.

Training on Six Types of Security Events and Procedures ensure First

drivers and attendants are able to meet the safety of passengers in specific

event situations. In addition, dispatch staff receives special training on security

response procedures.

Theft-Mate ® Vehicle Intrusion Alarm System utilizes advanced sensors, to

detect an intruder boarding a bus. Once detected, the system activates the

vehicle interior lights and sounds an audible alarm. These devices are installed

on most First Student buses.

Hence by carefully monitoring the health and safety information First group

becomes the leading transport company in the UK.


CONCLUSION

Every single day millions upon millions of people relies on First group. And every

single day First group is there for them linking the community and transforming the

way people travel. From the shortest daily commit to the boldest new adventure First

group is first choice for the safe, reliable and accessible transport.

Organizations are responsible for the health and safety of staff and customers. This is

a core value for FirstGroup. By keeping and analyzing records it can improve its safety

policy and go beyond legislation. First has identified best practice and shared this

across the company, enabling it to remain ahead of competition.


BIBLIOGRAPHY

http://www.firstgroup.com/

http://www.firststudentinc.com/

http://www.firstgroup.com/corporate/csr/csr_policy/

customer_and_community.php

http://www.hse.gov.uk/legislation/hswa.htm

http://www.esafetysigns.co.uk/acatalog/The-Health-and-Safety-at-Work-Act-

1974.html

http://www.themedicineprogram.com/home/article/

Health_and_Safety_at_Work_etc._Act_1974

http://www.eurofound.europa.eu/eiro/1999/09/feature/uk9909127f.htm

http://www.firstgroup.com/north_america/latest_news/?id=001531


http://www.firstgroup.com/north_america/latest_news/?id=001531

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http://www.themedicineprogram.com/home/article/Health_and_Safety_at_Work_etc._Act_1974

http://www.themedicineprogram.com/home/article/Health_and_Safety_at_Work_etc._Act_1974

http://www.esafetysigns.co.uk/acatalog/The-Health-and-Safety-at-Work-Act-1974.html

http://www.esafetysigns.co.uk/acatalog/The-Health-and-Safety-at-Work-Act-1974.html

http://www.hse.gov.uk/legislation/hswa.htm

http://www.firstgroup.com/corporate/csr/csr_policy/customer_and_community.php

http://www.firstgroup.com/corporate/csr/csr_policy/customer_and_community.php

http://www.firststudentinc.com/

http://www.firstgroup.com/

http://www2.counton2.com/news/2010/nov/30/breaking-major-greyhound-bus-

accident-bus-slams-lo-im-104433/

http://www.wltx.com/news/story.aspx?storyid=91230&catid=142

http://www.associatepublisher.com/e/g/gr/greyhound_lines.htm

http://www.bbc.co.uk/news/uk-scotland-north-east-orkney-shetland-11388454

http://www.bbc.co.uk/news/uk-scotland-12182093

http://news.bbc.co.uk/2/hi/uk_news/scotland/north_east/8516359.stm

http://news.bbc.co.uk/2/hi/business/8596232.stm


http://www.bbc.co.uk/news/10204496

FIRST GROUP VIDEO


http://www.bbc.co.uk/news/10204496



http://news.bbc.co.uk/2/hi/uk_news/scotland/north_east/8516359.stm

http://www.bbc.co.uk/news/uk-scotland-12182093

http://www.bbc.co.uk/news/uk-scotland-north-east-orkney-shetland-11388454

http://www.associatepublisher.com/e/g/gr/greyhound_lines.htm

http://www.wltx.com/news/story.aspx?storyid=91230&catid=142

http://www2.counton2.com/news/2010/nov/30/breaking-major-greyhound-bus-accident-bus-slams-lo-im-104433/

http://www2.counton2.com/news/2010/nov/30/breaking-major-greyhound-bus-accident-bus-slams-lo-im-104433/

Documents

First Group UK Final Report