Human Resource Management
Listed on 2026-02-12
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HR/Recruitment
Talent Manager, HR Manager, Employee Relations
Overview
Case Study for Critical Analysis Commonwealth Worldwide Chauffeured Transportation Poompat
A. Nudshalai V. Kritthee U. MAGT/ORGANIZATION October 17, 2012
Commonwealth Worldwide Chauffeured Transportation provides chauffeured transportation services to business travelers and has expanded into luxury hotel reservations, private jet services, and more. The company emphasizes direct interactions between staff and clients, focusing on the chauffeurs as the main driver of customer service.
The case discusses challenges in building a professional, organized workforce to deliver high-quality customer service, given that driver roles often attract less-skilled workers. It poses questions on what types of employees to hire, which HRM activities to invest in, and ideas for training, performance evaluation, and compensation to develop and maintain a committed corps of limo drivers.
Responsibilities (as discussed in the case study)- Recommend types of employees to add to support customer-focused service (with emphasis on human resource management functions such as recruiting, screening, interviewing, and placement).
- Determine which HRM activity to invest in to build human capital (finding people, managing talent, or maintaining workforce).
- Propose training, performance evaluation, and compensation ideas to develop and maintain a committed driver workforce.
- Finding the right people is essential due to the importance of driver–customer interactions; recruitment sources include newspapers, social networks, and headhunters.
- Managing talent and maintaining the workforce are also considered, with emphasis on how HR planning influences hiring and workforce stability.
- Training: language skills to improve communication with foreign customers and provide better service.
- Performance evaluation: use quantitative measures and customer surveys to assess driver performance and identify improvement areas.
- Compensation: provide health insurance coverage for employees, potentially extending beyond work hours to support well-being and loyalty.
HRM is important for recruiting the right candidates, maintaining standards, and supporting employee well-being to deliver high-quality service.
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