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Outsourcing - Research Paper Example

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Working for National Express for the past five years, one has encountered many situations in the role of customer service supervisor based in Victoria coach station. The most frequent one has been delays caused by broken down coaches on station, missing drivers, coaches not…
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Outsourcing
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Download file to see previous pages Why are they still outsourcing from these suppliers. Are there more fundamental principles that need to be considered? This work will try to answer these questions and other issues in more details.
National Express is the largest scheduled coach service provider in Europe. In the UK, distinctive white National Express coaches operate to more than 1,000 destinations and carry over 17 million customers a year. The Euro lines coaches additionally operate to over 500 destinations within Europe and Ireland. National Express coach services also serve the major UK airports with additional dedicated on-airport coach and bus services operated by Air links that are based at Gatwick. They also provide a Hotel Hoppa service, which links major hotels at both Heathrow and Gatwick to the airport terminals. Other dedicated airport operations help to serve British Airports Authority (BAA) and the wider airline community at these increasingly busy locations. National Express Ltd is also part of a leading international transport provider - National Express Group (NEG), which itself has over 45,000 employees.
In addition to train and bus companies within the UK including Gatwick Express, one, Midland Mainline and Travel West Midlands their overseas operations include student transportation and public transit in the USA & Canada, the management of Stewart International Airport near New York and bus and coach operations in Spain operated by Alsa. In total the National Express Group now carry over 1 billion passengers a year.
National Express outsources 80%of their services from third party with whom they have long term contracts. With a growing competition from many other operators, the abolition by the government of the subsidies of elderly and disable passengers, and the financial austerity, National Express like many other companies is under lot of pressure to provide a good value for money service.
The aim of this project is to investigate and ...Download file to see next pagesRead More
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