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SERVICE OPERATIONS MANAGEMENT
INDIAN RAILWAY PASSENGER SERVICES
04/10/2023
1
K.KEERTHI(DM14229)
INTRODUCTION Railways were first introduced to India in 1853. By 1947, there were forty-two
rail systems. In 1951 the systems were nationalized, thus Indian Railways, becoming one of the largest networks in the world.
Indian Railways has 114,500 km of total track over a route of 65,000 km and 7,500 stations. It has the world's fourth largest railway network after those of United States, Russia and China.
The railways carry over 30 million passengers and 2.8 million tons of freight daily. It is the world's 2nd largest commercial or utility employer, by number of employees, with more than 1.36 million employees.
Indian Railways operates long distance and suburban rail systems on a multi gauge network of broad, meter and narrow gauges.
It also owns locomotive and coach production facilities. As for rolling stock, IR owns over 240,000 (freight) wagons, 60,000 coaches and 9,000 locomotives.
PRODUCT OFFERING: Passenger services Freight services
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SERVICE CONCEPT
SERVICE DELIVERY SYSTEM
OPERATING STRATEGY
SERVICE VALUE DEFINITION-
safe and dependable train
services
04
/10/2
023
3
Festival and seasonal special trains
Model and modern stations
Pension facilities for employees
Different modes of booking
Availability of facilities according to different classes
Covering 115000 km of total track with 7500 trains
Notified standard for various services
courteous & efficient counter service
adequate passenger amenities
responsive and effective grievance redressal
INPUTS PROCESS OUTPUT
Engine Announcement of trains Passenger journey
Boogies Train arrival Arrival
Human resources Passenger arrival Porter services
Technology Porter services Ticket check
Electricity PNR status check Passenger departure
Power Boarding Passenger Journey experience
Tack Train departure
Ticket booking Ticket checking
Stations Train services as per the Class
Catering facilities Security check
First aid facilities
Security
Maintenance of train
Maintenance of station
Engineering & Mechanical
Laundry
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SERVICE DELIVERY SYSTEM
CUSTOMER MANAGEMEN
T:
•24*7 Customer service – in the form of SMS or Call
•E-ticketing for reserved segment and Janasadharan ticket booking sewaks and Gramin ticketing booking sewaks for unreserved segment
•automated PNR status •Complaints and suggestions taken from customers
•Porter facility •Security arrangement on board the trains
•Provision of catering services•Waiting Hall facility•Model and Modern stations- for provision of upgraded passenger amenities
•Facilities for physically challenged
•Break van facility –for excess luggage
EMPLOYEE
MANAGEMENT:
•Pension facilities for retired staff
•Pass entitlements: Free travel facilities
•Leave entitlements: 15 days- Leave on average pay, 10 days- Leave on Half average pay, 8 days- Casual leave
•Medical facilities: Free medical treatment for serving and retired employees
•Accommodation: Quarters facility
•Railways schools for employee’s children, Scholarships for technical education under staff benefit
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QUALITY MANAGEMENT
•Maintenance of trains
•Maintenance of Stations
•Frequents surprise Inspections by higher officials
•Complaint forum in Online portal
CAPACITY PLANNING:
•Special trains on festivals
•Seasonal trains
•Tatkal booking
•Increasing the number of trains
•Increasing the number of boogies
FACILITY PLANNING:
•Availability of different Classes
•Security facility in train
•Medical facilities
•Catering services
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SERVICE DELIVERY SYSTEM Contd’
LOCATION PLANNING
:
•Divided into sixteen divisions
•114,500 Km of total track over a route of 65,ooo Km and 7500 trains
PROCESS
PLANNING:
•E-ticket, I-ticket, direct- ticket booking available
•Availability of cancellation and re-booking, tatkal booking
•Porter services•Waiting Halls•Automated Display of
schedule•Automated
announcement of departure
•Reservation Chart preparation
•Display of platform numbers, display of coach numbers on the platform
•Catering services
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SERVICE DELIVERY SYSTEM Contd’
QUALITY MANAGEMENT
1.SERVICE QUALITY ATTRIBUTES
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•Railways are accurate in Record Keeping. •Railways are accurate in timing of Trains. •Railways performs Service Correctly. •When you have problems Railways shows sincere interest in solving it.
•Railways adheres to punctuality of Trains.
RELIABILITY
•Indian Railways is trustworthy. •You feel safe in your travel. •Railway employees are courteous with customers. •Railway employees have knowledge to answer customer questions.
ASSURANCE
•Railway staffs tell exactly when services will be performed. •Railway employees give prompt service to customers. •Railway employees are always willing to help. •Railway employees are never too busy to respond to customer requests.
RESPONSIVENESS
•Railways give individual attention. •Railway operations are convenient to passengers. •Railway employees give personnel attention. •It is easy to plan a railway journey.
EMPATHY
•Railway has modern looking equipment & infrastructure at stations and trains.
•2. Railways Physical Facilities like Lighting, seating and Toilets are OK.
•3. Staffs of Railways are neat in Appearance. •4. Time Tables, Display Boards etc are visually appealing.
PHYSICAL EVIDENCE
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SERVICE QUALITY ATTRIBUTES Contd’
2. SERVICE QUALITY GAP ANALYSIS
Tang
ibles
Reliability
Respo
nsive
ness
Assur
ance
Empa
thy
0
1
2
3
4
5
6
7
Perception Avg. Expectation Avg.
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Dimension
Perception Avg.
Expectation Avg.
Tangibles 2.92 5.68
Reliability 2.8 6.05
Responsiveness 2.9 5.45
Assurance 3.61 5.87
Empathy 2.96 5.5
Gap in the Reliability is higher which means, it is Railway’s weakest dimension.
The most important dimension is Reliability.
The least important dimension is Responsiveness.
The most satisfying dimension is Assurance.
The least satisfying dimension is Reliability.
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SERVICE QUALITY GAP ANALYSIS Contd’
PROCESS PLANNING
FACTORY SHOP
Mass Service PROFESSIONAL
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Capital Intensive
Labor Intensive
CustomizationLow High
Railways
1.SERVICE CLASSIFICATION
2.PROCESS STRATEGY
Boarding stage
Journey stage
Arrival
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Process Type F.O/B.O
Booking counter Runner F.O
Data base and reservation system Runner B.O
Issue of ticket Runner F.O
Porter services Runner F.O
Reservation chart preparation Runner B.O
Laundry Runner B.O
Security Runner B.O
Maintenance of station Runner B.O
Maintenance of Train Runner B.O
CORE PROCESS
SUPPLEMENTARY PROCESS
3.SERVICE BLUE PRINT
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/10
/20
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Serv
ice
and
scri
pts Enquiry
stageReservation System
Boarding Stage Journey Stage Arrival at the station
Physi
cal
evid
ence
cust
om
er
Conta
ct
(Vis
ible
)In
vis
ibl
e
Pro
ces
s
Booking Counter, Sound and Tone of the representative
Booking Counter, Sound and Tone of Person and ticket
Seats, toilets, windows, cleanliness-
The list Of Passenger
Railway Station, Voice of Announcements, Train appearance
Food, pillows & sheets
Ticket checker uniform, list of other passengers
Noise of the trains, tracks and signals
Tea stall, Announcements of trains
Enquiry Board the train
Journey start
Gets Ticket checked
Receive Food and facilities
Arrives at destination and hires a coolie
Check PNR status
Arrives at the station
and hires coolie if required
Reservation
Gives Required Info.
Ticket checker checked ticket
Deliver food and bedding
Takes the bag to the taxi
Take the Bags to the boogie
Issue the ticket
Driver starts the train
Preparation of list and putting at required places
Invis
ibl
e
Pro
ces
s
Database and reservation system
Rail traffic operator
Provide with list of passengers and other info
Prepare food and clean the bed
Delay in arrivals and departures of trains.
Poor Railway traffic management.
Poor catering facilities inside the train.
Poor condition of tangibles inside the train as well as on the stations.
Only one track in many regions.
Difficulty in purchasing tickets at the counters.
Poor capacity utilization.
Frequent failure of server for online booking.
Poor and last moment management of waitlisted tickets.
Unethical behavior of ticket collectors.
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The following bottlenecks were observed in the blueprinting:
4. METRICS
Process Standard
Announcement of trains 10-15 min in advance of arrival
Train arrival On time
Train departure On time
Ticket checking 3 min
Booking counter 5 min
Issue of ticket 2 min
Reservation chart preparation For trains that departure before 12:00 noon, chart should be prepared before 08:00PM of previous day. For trains after 12:00 noon, should be prepared before four hours
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CAPACITY PLANNING
Capacity is created (or destroyed) by a host of factors, all interrelated.
Capacity is not only infrastructure issue but rolling stock, motive power, employees and operating
strategies (size of trains, speed of trains, timing of trains, etc.) are all part of Capacity.
capacity constraints:•shortage of coaches•overcrowded trains•low space capacity•old and outdated seats
Demand is large and shortage of time, labor and facilities make the problem worse.
we need to identify demand patterns for different capacity constraints.
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Travelling in peak hours is especially high. Non-frequent travelers also prefer to travel in nights to save the day time for work. Demand patterns can be analyzed using large available data with Indian railways.
For increasing infrastructure as well as maintaining the existing infrastructure, labor is a must require input. Labor supply is not same every time and is dependent on the business cycle.
Demand for facilities may increase due to delay in arriving time of trains at station, weather conditions, frequent travelling etc. Variables like weather conditions cannot be controlled, so we see a random demand fluctuation in use of facilities
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Capacity Constraints Demand patterns
Time Charting demand patterns
Labor Predictable cycles
Facilities Random demand fluctuation
CAPACITY PLANNING Contd’
RECOMMENDATIONS
There is a strong need to bring some private player into catering services to enhance the quality of catering.
Proper mechanism of maintaining time table should be implemented to enhance the punctuality.
More no. of ticket counters should be built, duration of booking should be increased also.
Ticket booking staffs need to work very efficiently and should be given proper training to deal with passengers.
Capacity of its existing online booking server should be increased
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Analyzed various bottlenecks present in the entire service delivery system can be eliminated by :
Railways needs to enhance the conditions of seats in the compartment and need to maintain proper sanitation.
Railways needs to work a lot to manage its demand and capacity by proper utilization of their resources. .
Proper monitoring of unethical behavior of railway employees should be there.
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RECOMMENDATIONS Contd’
Nature of Constraints How to overcome it?
Time Increasing the frequency of trains at peak times Enhancing speed and safety
Labor Maintaining proper supply of labor Replacing machines with human labor.
Facilities Availability of monthly passes and quarterly passes, Concession for students Cleanliness
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To manage Capacity:
RECOMMENDATIONS Contd’
Developing Complementary services- Collaborating with hotel industry especially for tourist spots. Improving the catering
facilities by involving private players.
Promoting off-Peak demand- Lowering fares for special occasions and off-peak season. Introducing special discounts on
purchase of bulk tickets.
Modifying timing and location of service delivery- Improvising upon the running schedule of each train. Timely modification in
extended routes of different trains.
Stretch time, labor, facilities and equipment- Maximum utilization of the current capacity to enhance the tangible
facilities in the train as well as on the stations.
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Following strategies can be adopted for managing demand to match capacity:
RECOMMENDATIONS Contd’