Needs Assessment

In cabbie case study, assessing it using a problem-solving model,we feel there are problems with the instructions (ie from the employers to the employees). There is a contradiction between the road safety regulation and the company's customers policies. An example would be the dropping off passengers illegally at double yellow zig-zag lines.This may also be due to the innovations, which the taxi drivers may be unaware of. These changes refer to the changes to road regulations.

Despite the regulations governing road safety, the taxi driver most probably stopped at the yellow lines upon customer's request for convenience ( in alighting or flagging a cab in sight from their current location disregarding the road regulations). This could be further supported by the case study as they mentioned, " in the first place, people should not be flagging taxis in bus lane or double yellow lines and traffic junctions. If they do, then it is not fair to blame the taxi drivers who stop to pick them up".

We believe that this problem is related to the employee's performance. This is because if the drivers underperformed in customer service (ie. ignoring customer request), they may face complaints from their customers and this may affect their work performance ratings. The solution to this problem can be resolved through learning. Thus can be done by conducting lessons to teach drivers on how they can tackle customer's request without offending them. For instance, company could provide instructions on how to respond to customers' request to stop at illegal areas such as bus lanes. A good response from the taxi driver in this case would be to explain why he could not stop at the requested spot and suggest another nearest drop off point. For example, instead of saying "Cannot lah. Cannot stop here lah!", the taxi driver could politely suggest to the customer, "Dear Sir/Madam, i cannot stop here because it is double yellow lines and it is against the road regulation. If it's alright with you, i could drop you off at the taxi stand after the traffic light."

However in situations when customers are un-receptive to the explanations, it should be reminded to taxi drivers that they should not lose their temper, instead they will need to remain polite and state that this is a regulation stated by the company. A plausible reply would be, "Sorry sir/madam, i would love to drop you offf here but is a regulation stated by the company and i could only drop you at the taxi stand. I'm really sorry about the inconvenience caused."

However, we feel these desired performance are not offered by taxi companies as emphasis has been placed on ab surveillance instead. Therefore we will now assess the case study from the innovation-based model.

Innovation model

The nature of this innovation is instructional.This is because drivers receive verbal instructions on how to tackle customer's request and observe road regulation at the same time. There are three learning goals to be achieved.

1. to strike a balance between customer service and road safety for the drivers.
2. to reinforce good driving habits
3. to keep them updated on the changes to road regulation

We find these learning goals to be appropriate and vital in this learning system. This is because in teaching them how to respond appropriately to customer's request, it avoid situations where they are forced to drop off at illegal points or speeding (e.g. Customers request taxi drivers to speed up as they are in a hurry).

In addition, these learning goals also reinforce good road safety habits for the taxi drivers as it refreshes their memory of all regulations. After conducting such lessons, taxi companies can also implement regular test or check to evaluate the goal and to ensure these learning goals are kept up with. For instance, they could have evaluative practical exams to test how the drivers respond to customer's request as well as their road safety practices.

A reward and punishment system could be used in the form of merit points in this case. As mentioned in the case study, demerit points are given to taxi drivers who violated the the road regulation,hence in this reward and punishment system, merit points could be given to them as reward for improvement in their performance. Awards could also be given to taxi drivers who are nominated for best customer service.Therefore in this case study, we can proceed with the next step of our learning designas we find there is a need to do so.

Learning Design

Learning Design- to bake valentine day cupcake

wk 4

One of the main points raised in the reading by Oliver is that the essential elements that increase the potential of the learning design to foster high quality learning in higher education are namely learner engagement, acknowledgement of the learning context, learner challenge and provision of practice. According to the author, these elements are important in any higher education. This main points made me ponder if in today's context (for instance Singapore), these four elements are actually applicable to not only higher education, but even elementary or secondary educations. According to my younger nephews and nieces in primary and secondary schools, they are often required to participate actively and express themselves alot in class. Back in my time, I don't remember participating much in class and the teacher seldom required us express ourselves.
I feel that its great that such active learning is taught to the students since young as it would prepare them to be more outspoken, which would be of much help in the future ( esp in University). Perhaps because in my time we were not encouraged to really express ourselves, that is why many ( many many many) lecturers often feedback that Singaporean students are always quiet and keeping to themselves in lectures?