By empowering individuals, teams and a whole depot to lead on innovation to resolve a business challenge, Arriva Yorkshire’s Dewsbury Depot saw a remarkable 50% reduction in at fault incidents.
The team developed a training programme which set out to change the cultural attitude around minor incidents. It was a multi-pronged approach that involved, driver quality monitoring, one to one coaching, prompt remedial training and drama-based learning.
Following consultation with drivers it was clear that the standard disciplinary process had left employees feeling disengaged. It also identified a lack of confidence around being responsible and accountable.
