Wednesday, July 17, 2019

Passenger Satisfaction Survey

passenger Satisf challenge measure composition and Benchmarking of surgery Standards Hkkjrh jsy ifjogu izcU/ku laLFkku ykuA Indian railroad atmospheres nominate of transmit c ar Lucknow July 2012 PASSENGER SATISFACTION SURVEY line AND BENCHMARKING OF PERFORMANCE STANDARDS Dr. KALPANA DUBE Senior professor (finance & PPP) supporter by Kishor Mehta, CMI, IRITM Ankit Tandon, RA, IIM Lucknow July 2012 Indian railroads Institute of Transport Management Lucknow G everyplacenment of India Ministry of rail personal manners DisclaimerThe findings contained in the passenger gratification sight pass over argon meant to focus on those do associate aras which require better wariness by the Service Providers. Like all opposite watch overs these represent b bely an indicative checklist of areas of action and reforms and are by no mover exhaustive and fully descriptive. The bailiwick was qualified to some cities of northern parts of the Country, the observations and findi ngs force back limited to that extent and may non apply ipso facto to all Indian path route passenger serve. PPP Knowledge Center, right of first publication IRITMMESSAGE FROM THE DIRECTOR PPP knowledge midpoint was setup at IRITM in 2008. IRITM has a Memorandum of Understanding (MoU) with IIM Lucknow, for writing query Papers, Case Studies and assimilating research findings into across-the-board periodic reports to be used for modify geartraining in arranges. This is the 4th publication of the sum of money. The preferably 3 publications 1. Ideas on PPP, Dr. Kalpana Dube, Sr. Prof. (Fin. & PPP), IRITM & Ashish Shukla 2. A Handbook on Project Finance & PPP Terminology, Dr. Kalpana Dube, Sr. Prof. (Fin. & PPP), IRITM & Ankit Tandon 3.Studying the Efficacy of an airport Modernization Concession Agreement, Dr. Kalpana Dube, Sr. Prof. (Fin. & PPP), IRITM The in a higher place publications imbibe been healthy received non only by the Rail moods but until now outside in the Government, Private orbit and Educational Institutions. Indian railroads is the life line of the nation. It has been instrumental in bringing approximately(predicate) a social, cultural and economic mutation in our society and has been a pixi saucily-fashionedd uniting and integrating force. Despite universe a monopoly in passenger function which are highly subsidized, bottom it pass to realize a dis satisfy node?To keep the nation moving and the guests happy, our cabbage social profit obligations in 2010-11 comprise 17. 57% of total outgo. Analysis of gainfulness of Coaching run showed a harm of 21,324 crores to which net suburban losses in Chennai, Kolkatta and Mumbai contributed Rs. 2364 crores. different factors have also intensify the situation which include low second base class ordinary fares non suburban commuters and conceding in fare ext terminate to respective(a) categories. No other transport welkin today is offering rates which could argu e with the railroad lines.Despite so much of effort if we are still unable to keep our customer satisfied there certain(p)ly seems to be some communication interruption betwixt us and the guest. In order to asses that gap IRITM conducted a passenger Satisfaction spate on the northeasternern, North Central and North Eastern railroad, the result of which are summarized in the publication. We hope the results would allow us the Railway personnel to introspect about our Customer Demand and initiate us to yield a better service and be more vocal in display our concern for keeping our Customer Happy. Ashima Singh handler IRITM Lucknow July 2012FOREWORD Passenger comforts and pro spate of certain essential as well as desirable features on Railway place as well as on-board train services continually engage the attention of policy makers in the Railway plank as well as the celestial orbit Officers in the Zones and Divisions. The ground level scenario at major stakes in the hoidenish differs in terms of scope as well as its perceived gain by the Railway Passengers. The present come off was designed to get a countywide feedback on 37 different service parameters related to passenger amenities and station facilities.While the design assessment fields were quick responded to by closely passengers the open ended questions did not elicit detailed replies and were perfunctory. The percept gap between Passenger responses and Railway Officers responses also highlighted some interesting differences. illumination at ships, Signage and Clarity of Train Announcements and arriere pensee Counter experience have got very(prenominal) favorable responses. The deficiency areas which were most account on were cleanliness on platforms and train toilets, late running of trains as well as unauthorized slew in compartments.What must(prenominal) be emphasized here is that no(prenominal) of these areas actually require capital expenditure or investments or repeat ed policy directives. They just require vigilantism, active watchfulness and better coordination among the service providers within the several(a) departments. A standard communications protocol of support, cleanliness and supervision functions needs to be worked upon just alike(p) the various service related parameters put in operation at the impudently developed and novelized airports. (Please refer Annexure). This is a standard checklist of service parameters insisted upon by Delhi international Airport Limited (DIAL).A similar tire would go a long way in ensuring better services on our premium send especially A1, and A categories. The booklet has been designed in much(prenominal) a manner that passenger responses cigarette be very easily chthonianstand through use of colorful art and simple data presentation, however the large question which needs to be communicate is that can we provide station and on board housekeeping services which are game changers and mode breaking at the same time? Which reflect a paradigm shift in the way Passenger operate are traditionally being offered by Indian Railways.Perhaps the new point instruction Corporation proclaimed recently may introduce sweep changes to radically alter the present organization of addressing Passenger Amenities and general conveniences to be do available to the public. The stake Development Corporation has been conceived with the primary objective of augmenting and up(p) passenger related amenities at stations. All the issues highlighted in the latest lot would maybe get turn to if fast tracking the activities of the Station Development agency can show perceptible early results.The areas of action being well designed concourses, high end time lag spaces, wakeful access with disabled lucky options for station set forth, congestion free platforms, modern catering facilities etc. The inform has been make more useful by adding alter versions of the comprehensive, pan-In dia Passenger Service cogitations and Station Cleanliness resumes conducted by the CAG (Railways) in the farthest some age. In addition, some additional literature and visuals of terra firma class stations have been added to fox a feel of what the future may look like in the age to come for Passenger Amenities and go in Modernized Railway displace.The promulgate has also been substantiated with identifying certain classic surgical process benchmarks, using examples from the Aviation Sector. public presentation benchmarking and improving customer acquaintance are important milestones in improving station premises and passenger services beyond the customary targets to the next level. A level which is path breaking and futuristic in its vision and implementation. If the checklist of the 37 parameters used in this guinea pig as well as the findings contained in the Audit Reports are read and understand by the Railway officers responsible for these functions, the enjoy ment of the survey would be fulfilled.However, it may be useful to reiterate that station maintenance procedures must follow the KISNE principle i. e. livelihood It Smart Neat and Efficient. Also enchantment we cannot promise the moon to our customers we must gibe that what we do promise we deliver at all times with 100% readiness and Zero Failures. These are achievable because we have a long experience of managing stations and procedures are well laid out. What is perhaps needed is a well naturalised drill of adhering to a standard protocol of Station and Train Maintenance Practices and not allow the drill to falter change surface for a day.A well thought strategy, precision in execution and applying Six Sigma principles for not deviating from the Standard Maintenance and Supervision communications protocol would go a long way establishing a New Order which is flourishing to replicate and easy to follow. Dr. Kalpana Dube Senior Professor IRITM Lucknow July 2012 The more you engage with customers the clearer things become and the easier it is to work what you should be doing. -John Russell CONTENTS SN 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 outdoicsObjectives of the Passenger espouse Criteria and Methodology ingest size/Target Respondents Passenger take after Findings Response by Railway Officers Suggestions for proactive Action Comparison of General domain & Railway Officers Response Perception spread head Between the General Public as Rail Users and Railway Officers as Rail Users Graphical Representation of the Findings Strategy For Promoting Indian Railways Image And Train fail out go out Some Suggestions Benchmarking & surgical procedure Assessment Measures mill Report One Sample Service pure tone Specifications For Delhi International Airport Ltd. DIAL) conceptual Background for Railway Stations as Profit & Investment Centers Sub Report Two CAG Recommendations on Passenger operate in Indian Railways 2008-09 Sub Report Three CAG Recommendations on Cleanliness and Sanitation on Indian Railways 2007-08 Annexure 1 Citizen Charter on Passenger Services of Indian Railways Annexure 2 Questionnaire Used for the Passenger Satisfaction Survey for IR implementation & Service Standards varlet No. 1 1 2 3 5 6 7 9 10 25 26 27 28 33 38 40 42 46Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Objectives of the Passenger Survey To review the facilities provided to the passengers right from ticket booking to the on-board activate experience in the trains To asses if facilities provided in trains were adequate and effectively maintained or not, from the point of Passenger Satisfaction in Station Maintenance Practices. To know the precedency areas so that these can be strengthened to optimize passenger satisfaction.To asses the overall travel experience of the passengers in the Indian Railways and their perception of the organization. Criteria and Methodology An open ended questionnaire with about 37 parameters was prepared and survey was conducted with the help of three field executives provided by the Indian Institute of Management (IIM) Lucknow. The survey was conducted over a period of ten age through direct contact and change up of the questionnaire by on-board passengers of all the Travel Classes (AC, 2nd Sleeper).The routes identified for the survey were generally on the Northern part of the expanse Lucknow New Delhi Lucknow, Lucknow Gorakhpur Lucknow, Lucknow Varanasi Lucknow, Lucknow Allahabad Lucknow, Lucknow Kanpur Lucknow, Lucknow Moradabad Lucknow, Lucknow Firozpur Lucknow. All the Stations surveyed belonged to A-1 and A category. 1 Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Sample Size/Target Respondents The sample size of the survey was around 700 passengers which included 100 Railway Officers as well.The general passengers age visibility was from 15 years to 65 years with maximum response coming in from the young adults/youth i. e. 26-35 years of age. slightly 28% were female respondents and balance were males. Quality in a service or product is not what you put into it. It is what the client or customer gets out of it. spear F. Drucker 2 Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Passenger Survey Findings Top Efficiencies 1. Illumination & Signages 2. Availability of Porters (Coolies) at the Station 2.Booking Clerk Competency & behavior 3. Clarity of Announcement at Stations Top Deficiencies 1. Cleanliness of Toilets 2. Unauthorized Vendors & Passengers 2. Cleanliness of Platforms 3. Late speed of Trains Top Three Concerns/ precession Areas 1. punctuality 2. Quality of services 3. Safety fair to middling Services (Rated as Good) 1. atmosphere of delay populate/Rest Rooms 2. Seating, Water, tram facilities at the Platform 3. Pricing of provender 4. Linen/Bedroll Cleanliness 5. Fans and Lights in the Trains 3 Passenger Satisfac tion Survey Report and Benchmarking of Performance StandardsOther Findings of the Survey More than 60% of the people have used IT Enabled services such(prenominal) as Internet Ticketing, Enquiry Kiosks, conjure up Screens, etc. 64% of the passengers surveyed confirm that they have seen service improvements in the Railways in the last five years. 31 % of the passengers surveyed are satisfied with the Railway Amenities/ facilities. 35 % of the passengers surveyed stand for that Railways are bragging(a) Value for bullion for the services provided. 47 % of the passengers surveyed rated Overall Services provided by the Railways as Good Your most unhappy customers are your greatest antecedent of learning. Bill Gates 4 Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Response by Railway Officers Top Efficiencies 1. Booking Clerk Competency & conduct 2. Quality & Quantity of Food made available 3. Clarity of Announcement at Stations Top Deficiencies 1. Coach/Toilets industrious by Unauthorized Passenger & Vendors 2. discourse of Theft Cases 3. Cleanliness of Toilets/Coaches Top three Concerns/Priority Areas 1. Quality of Service 2. Punctuality 3. CleanlinessSatisfactory Services (Rated as Good) 1. Water in the Coaches 2. Seating, Water, trolley car facilities at the Platform 3. Cleanliness of Platform 4. Ambience of Waiting Rooms/Rest Rooms 5. Illumination & Signages 5 Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Other Findings of the Survey More than 70% of the Railway Officers have used IT Enabled services such as internet ticketing, enquiry kiosks, fleck screens, etc. 94% of the Railway Officers surveyed confirmed that they have seen service improvements in the Railways in the last five years. 7 % of the Railway Officers surveyed are satisfied with the Railway Amenities/ Facilities. 86 % of the Railway Officers surveyed think that Railways giving Value for Money for the services provided. 85 % of the Railway Officers surveyed rated Overall Services provided by the Railways as Good. 6 This vade mecum on Passenger Satisfaction Survey and Benchmarking of Performance Standards has been compiled using the results obtained in a 15 day extensive Passenger Survey launched by IRITM PPP Knowledge Centre in association with IIM Lucknow.The survey was in the northern part of the country cover song A-1 and A category stations. 700 responses were obtained on 37 different passenger service parameters under nine categories ranging from Point of Sale to On-board Facilities to IT base Passenger Transactions. These have been compiled in easy to read, colourful graphics in this Report. The Report has been made more useful by adding edited versions of the comprehensive, pan-India Passenger Service Surveys and Station Cleanliness Surveys conducted by the CAG (Railways) in the last few years.In addition, some additional literature and visuals of humankind class stations have been added to give a feel of what the future may look like in the days to come for Passenger Amenities and Services in Modernized Railway Stations. This handbook would be of use not only to IRTS Probationers but also to all frontline Managers and round in Indian Railways responsible for Station Maintenance, Sanitation and Passenger Amenities. The handbook can also be accessed on the IRITM website www. iritm. indianrailways. gov. in.A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outlander in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so. Mahatma Gandhi Hkkjrh jsy ifjogu izcU/ku laLFkku ykuA Indian Railways Institute of Transport Management Lucknow Hardoi By-Pass Road, P. O. Manak Nagar, Lucknow 226 011 Ph. 0522-2471961, Fax 0522-2473929, website www. iritm. indianrailways. gov. in

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