Examination of Driver Behaviour and Provision of Training Program Recommendations: a Case Study DHL Automotive

This study aims to conduct a comprehensive analysis of driver behaviour by leveraging data from Microlise through telematics devices installed on DHL Automotive vehicles, along with driver surveys and interviews with managers. The primary objective is to utilize this data to assist managers in identifying patterns and implementing effective behavioural training initiatives. This cross-sectional study incorporates a mixed-methods approach, encompassing qualitative data derived from 32 surveys and three interviews. It also integrates quantitative data from Microlise reports spanning a 12-month period from January 1st to December 31st, 2021, providing a methodological advantage in addressing the research problem. The research philosophy underpinning the DHL Automotive case study adopts a pragmatic stance, based on the epistemological premise that knowledge acquisition is multifaceted, recognizing the diversity of realities. The inductive research approach employed in this study exclusively relies on the experiential input of participants, namely drivers and three managers, to drive the analytical process. The results reveal a noteworthy lack of awareness among a substantial proportion of DHL Automotive drivers (56%) regarding the functionality of the company's telematics system and the interpretation of Microlise-generated scores in their 121-performance reviews. This lack of awareness persists despite the system's presence in their assigned vehicles. Examination of Microlise data from January to June 2021 compared to data from July to December 2021 indicates that a significant number of drivers receive low scores in categories such as 'acceleration,' 'use of cruise control,' and 'harsh braking.' Surprisingly, a majority of these drivers (44%) do not actively engage with the provided driving tips aimed at enhancing their performance. Moreover, a substantial percentage (69%) express dissatisfaction with the guidance offered by their managers on improving their Microlise ratings. An interview with the shift and operations manager further uncovers that most DHL staff have never received formal training on how to use the Microlise system. The drivers suggest that more specific and consistent feedback, rather than general guidance, would be more beneficial in addressing these issues. They emphasize the necessity for comprehensive training sessions that provide a detailed explanation of the Microlise scoring criteria. Additionally, the drivers assert that Microlise reports overlook various critical factors affecting their scores, including the presence of other road users, job-related stressors, traffic congestion, road conditions, and challenges encountered during night driving. Despite the company's prioritization of driving safety, drivers feel they lack adequate training opportunities to enhance their driving skills. They express a preference for a mixed-methods training approach that encompasses both practical and theoretical aspects. The study's outcomes hold significant implications for fleet managers, suggesting the development of comprehensive mixed-method driver training programs with an emphasis on precise and consistent feedback. The acquisition of constructive feedback is deemed a skill that requires practice, similar to any other skill. Furthermore, the study recommends providing drivers with a toolkit containing procedural information and guidelines pertaining to driving behaviour, which they can reference at their convenience, promoting the company's endorsed practices. This study positions its findings within the broader context of telematics research, offering high-quality insights that extend beyond the confines of this specific investigation. Moreover, the findings carry implications for the formulation of future policies and driver behavioural training initiatives.