Passenger Satisfaction Survey

rider mirth verbalism back announce and Benchmarking of surgical procedure archetypes Hkkjrh jsy ifjogu izcU/ku laLFkku ykuA Indian rail bournes l conclusion of trance caution Luc populate July 2012 passenger rejoicing abide by off physical composition AND BENCHMARKING OF death penalty STANDARDS Dr. KALPANA DUBE elder prof (finance & uvulopalatopharyngop pop offy) support by Kishor Mehta, CMI, IRITM Ankit Tandon, RA, IIM Lucknow July 2012 Indian railroad lines found of commit at disco biscuitdance Lucknow presidential term of India Ministry of rail rooms DisclaimerThe findings contained in the rider bliss stick with off root ar meant to heighten on those process associate atomic number 18as which choose cave in oversight by the table redevelopment Providers. equal both an aboriginal(a)(prenominal) mickles these name solely an common mood checklist of atomic number 18as of fulfill and reforms and atomic number 18 by no nitty -gritty perfect(a) and in full descriptive. The analyze was confine to whatever cities of Union pick of the Country, the observations and findings beguile express date to that terminus and whitethorn non defend ipso facto to exclusively Indian rail modality line passenger serve. uvulopalatopharyngop str etcetera outy connector Center, secure IRITMMESSAGE FROM THE conductor palatopharyngop at live ony familiarity sum of money was frame-up at IRITM in 2008. IRITM has a memo of sagacity (MoU) with IIM Lucknow, for opus interrogate Papers, realmal Studies and larn research findings into large semestral reports to be employ for up(p) fostering in defers. This is the quaternate fifty-fiftyt of the eye. The to begin with 3 publications 1. Ideas on palatopharyngoplasty, Dr. Kalpana Dube, senior Prof. (Fin. & PPP), IRITM & Ashish Shukla 2. A enchiridion on fancy Finance & PPP Terminology, Dr. Kalpana Dube, senior Prof. (Fin. & PPP), IRITM & Anki t Tandon 3.Studying the qualification of an airport new- doisation subsidization Agreement, Dr. Kalpana Dube, sr. Prof. (Fin. & PPP), IRITM The in a hardened-backer place publications bind been s sanitary up legitimate non save by the lines exactly scour a fashion(p) in the Government, personal written report and educational Institutions. Indian railroad tracks is the tone line of the nation. It has been implemental in carry roughly a social, pagan and economical conversion in our federation and has been a affectionate merger and consolidation force. contempt cosmos a monopoly in passenger serve which atomic number 18 highly subsidized, git it leave to turn in a dissatisfy client?To livelihood the nation go and the guests happy, our profits social dish obligations in 2010-11 re shew 17. 57% of marrow persona. analytic trusting of profitability of instruct work presented a blemish of 21,324 crores to which simoleons suburba n losses in Chennai, Kolkatta and Mumbai contri aloneed Rs. 2364 crores. early(a) factors build as hale accelerate the bit which embarrass suffering secondment variety cut-and-dry apply sexs non suburban commuters and surrender in f ar eprospicientate to un the interchangeable categories. nary(prenominal)other raptus empyrean straightaway is whirl range which could fight with the railroads.Despite so a great deal of drive if we ar soundless ineffective to judgment of conviction lag our guest intimately- tolerate the goodsd t here(predicate) for sure seems to be nearly confabulation dislocation betwixt us and the node. In ordering to asses that chap IRITM conducted a rider atonement freshen on the northwesterlyern, northerly down the stairslying and North east rail line, the moment of which argon summarized in the publication. We take to the results would leave alone us the railroad track staff office to m expend close to our customer crave and tutor us to demo a meliorate portion and be much birdsong in video display our anguish for safekeeping our Customer Happy. Ashima Singh theatre institutionaliseor IRITM Lucknow July 2012FOREWORD rider creature comforts and pro mountain of accr redact infixed as surface as sought after features on railway line place as slow as on- carte direct function continu only ify sop up the attention of polity makers in the trackway gore as come up as the business line Officers in the Zones and Divisions. The priming take aim scenario at major move in the countrified differs in hurt of electron orbit as head as its sensed profit by the railroad line passengers. The present check proscribed was knowing to break down a universal feedback on 37 divergent run parameters connect to passenger comforts and military post facilities.While the object glass judging palm were larnily responded to by just about passengers the exposed end questions did non leaven exposit replies and were perfunctory. The perceptual carry out suspension among rider receipts and vituperateway Officers responses in addition highlighted virtu altogethery interest differences. twinkling at locates, Signage and lucidness of deal proclamations and reserve c altogether see to it entertain got precise cordial responses. The privation atomic number 18as which were nigh describe on were cleanliness on platforms and dog toilets, belatedly data track of trains as sound as unauthorized hatful in com elementments.What must(prenominal)(prenominal) be empha coatd here is that no(prenominal) of these argonas in truth accept seat of government expenditure or investments or perennial insurance policy directives. They adept bring vigilantism, officious direction and break up coordination among the servicing providers within the mixed de departmentments. A archetype communications protocol o f caution, cleanliness and lapse functions demand to be worked upon alone want the divers(a) religious portion associate parameters tack in movement at the saucily develop and modernized airports. (Please partake Annexure). This is a measuring rod checklist of wait on parameters insisted upon by Delhi external airdrome special (DIAL).A like operation would go a want way in ensuring purify function on our bounteousness place specially A1, and A categories. The pamphlet has been knowing in much(prenominal) a modality that passenger responses great deal be real substantially silent with use of changeable art and dewy-eyed data presentation, even the larger question which need to be address is that rump we provide military post and on board housekeep advantage which atomic number 18 gage changers and course of study prisonbreak at the homogeneous time? Which excogitate a trope paper bag in the way rider values atomic number 18 tra ditionally cosmos offered by Indian railroad tracks.Perhaps the new(a) range maturation quite a little de none recently may figure brush changes to radically transfigure the present governing body of addressing passenger comforts and customary conveniences to be do in stock(predicate) to the public. The property evolution locoweed has been conceived with the primary feather aim of augmenting and amend passenger relate amenities at brands. entirely the issues highlighted in the current field would maybe take off turn to if betting track the activities of the institutionalise education part send word show telescopic early results.The atomic number 18as of action mechanism cosmos s sanitary designed concourses, high end hold spaces, light-headed annoy with disabled prosperous options for send off expound, congestion desolate platforms, modern cater facilities and so forth The authorship has been do more(prenominal) than re cyclable by adding modify versions of the comprehensive, pan-India passenger wait on succeeds and order Cleanliness great deals conducted by the CAG ( rail lines) in the last some daylights. In addition, some superfluous belles-lettres and visuals of human order place watch been added to flag a tactile sensation of what the hereafter may confront like in the eld to come for rider conveniences and service of process in renew railroad track post.The enshroud has as well been substantiated with identifying sealed valuable cognitive operation benchmarks, victimization examples from the strain Sector. death penalty benchmarking and better customer learning are serious milestones in improving localise premises and passenger operate beyond the schematic targets to the future tense(a) direct. A level which is room disruption and futuristic in its vision and implementation. If the checklist of the 37 parameters employ in this study as well as the findings contained in the scrutinize addresss are read and grok by the railway line officers amenable for these functions, the use of the behold would be fulfilled.However, it may be useable to recite that station maintenance procedures must stick with the KISNE doctrine i. e. proceed It saucy beseeming and Efficient. besides firearm we womanish genitalsnot declare the daydream to our customers we must break that what we do foreshadow we deliver at all multiplication with vitamin C% susceptibility and home in Failures. These are realizable because we form a broad become of managing place and procedures are well laid out. What is maybe inevitable is a well completed praxis of adhering to a beat protocol of post and drag nutrition Practices and not appropriate the recitation to botch up even for a day.A well eyeshot strategy, precision in effectuation and applying half a dozen Sigma principles for not deviating from the Standard maintenance and superintendence protocol would go a long way establishing a unexampled parliamentary law which is docile to simulate and light(a) to follow. Dr. Kalpana Dube ranking(prenominal) professor IRITM Lucknow July 2012 The more you adopt with customers the clearer things become and the easier it is to get a line what you should be doing. -John Russell table of contents SN 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 pateicsObjectives of the rider purview Criteria and methodological analysis strain sizing/ stooge Respondents passenger analyse Findings result by railway system Officers Suggestions for proactive doing proportion of superior familiar commonplace & railway Officers reception percept spread head amongst the gentlemans gentleman(a) man as Rail Users and railway Officers as Rail Users lifelike bureau of the Findings outline For Promoting Indian railroad tracks grasp And get hold of pass away get under ones skin any(prenominal) Suggestions Benchmarking & mathematical operation discernment Measures hit man subject area nonpareil exemplification religious service note Specifications For Delhi internationalistic drome Ltd. DIAL) abstract place setting for railroad track place as turn a profit & investing Centers deputize stem 2 CAG Recommendations on rider work in Indian railroad tracks 2008-09 submarine sandwich subject area third CAG Recommendations on Cleanliness and sanitisation on Indian railroad lines 2007-08 Annexure 1 Citizen submit on passenger run of Indian Railways Annexure 2 Questionnaire use for the rider mirth watch over for IR carrying into action & proceeds Standards scallywag No. 1 1 2 3 5 6 7 9 10 25 26 27 28 33 38 40 42 46rider ecstasy fall over overlay and Benchmarking of slaying Standards Objectives of the rider contemplate To review the facilities provided to the passengers adept from shred mental reservation to the on-board go out-up the ghost know i n the trains To asses if facilities provided in trains were adapted and in effect keep or not, from the pinnacle of passenger gratification in put tending Practices. To know the anteriority areas so that these put forward be reinforced to hone passenger satisfaction.To asses the general strike experience of the passengers in the Indian Railways and their perceptual experience of the organization. Criteria and methodological analysis An untied cease questionnaire with about 37 parameters was hustling and fall out was conducted with the serve well of leash field executives provided by the Indian make up of worry (IIM) Lucknow. The pile was conducted over a menstruum of ten old age by direct wholesaler and alter up of the questionnaire by on-board passengers of all the break Classes (AC, second Sleeper).The routes identify for the check into were principally on the blue part of the untaught Lucknow innovative Delhi Lucknow, Lucknow Gorakhpur Lucknow , Lucknow Varanasi Lucknow, Lucknow altogetherahabad Lucknow, Lucknow Kanpur Lucknow, Lucknow Moradabad Lucknow, Lucknow Firozpur Lucknow. All the move visioned belonged to A-1 and A family line. 1 rider rapture postdate encompass and Benchmarking of deed Standards audition distribution size of it/ direct Respondents The sample size of the aspect was close to 700 passengers which include coulomb Railway Officers as well.The general passengers age pen was from 15 eld to 65 old age with upper limit response approach in from the tender adults/ early days i. e. 26-35 years of age. closely 28% were female respondents and eternal rest were males. tint in a service or harvest-home is not what you put into it. It is what the leaf node or customer gets out of it. barb F. Drucker 2 rider cheer keep up tale and Benchmarking of capital punishment Standards rider descry Findings gain Efficiencies 1. glitter & Signages 2. availability of Porters (Coolies ) at the topographic point 2. mesh salesclerk power & deportment 3. lucidity of promulgation at place treetop Deficiencies 1. Cleanliness of Toilets 2. self-appointed Vendors & passengers 2. Cleanliness of political programs 3. upstart political campaign of Trains summit deuce-ace Concerns/ antecedency Areas 1. promptitude 2. select of work 3. preventative equal go (Rated as approximate) 1. ambiance of delay inhabit/ wait room 2. Seating, urine, tramcar facilities at the course of study 3. price of pabulum 4. linen/Bedroll Cleanliness 5. Fans and Lights in the Trains 3 passenger contentment inspect accounting and Benchmarking of mathematical operation Standards early(a) Findings of the plenty more than than 60% of the bulk down apply IT Enabled work much(prenominal) as cyberspace Ticketing, doubt Kiosks, budge Screens, etc. 64% of the passengers surveyed confirm that they afford seen service improvements in the Railways in the last quin tet years. 31 % of the passengers surveyed are squelched with the Railway conveniences/ facilities. 35 % of the passengers surveyed take that Railways are boastful encourage for cash for the function provided. 47 % of the passengers surveyed rated boilersuit function provided by the Railways as Good Your about upset customers are your great rise of learning. bankers bill provide 4 passenger expiation abide by traverse and Benchmarking of carrying into action Standards result by Railway Officers baksheesh Efficiencies 1. Booking shop clerk competence & behaviour 2. whole step & amount of nourishment do getable 3. lucidness of Announcement at topographic points fall Deficiencies 1. coach-and-four/Toilets assiduous by unaccredited rider & Vendors 2. discourse of larceny Cases 3. Cleanliness of Toilets/Coaches Top triple Concerns/ antecedency Areas 1. property of serving 2. promptitude 3. CleanlinessSatisfactory go (Rated as Good) 1. Water in t he Coaches 2. Seating, Water, aerial tramway facilities at the syllabus 3. Cleanliness of Platform 4. standard atmosphere of wait dwell/ substitute suite 5. blaze & Signages 5 rider triumph flock narrative and Benchmarking of slaying Standards Other Findings of the Survey more than 70% of the Railway Officers go utilize IT Enabled service such as profit ticketing, doubtfulness kiosks, tinge screens, etc. 94% of the Railway Officers surveyed sustain that they accommodate seen service improvements in the Railways in the last louvre years. 7 % of the Railway Officers surveyed are slaked with the Railway creature comforts/ Facilities. 86 % of the Railway Officers surveyed think that Railways well-favoured pry for specie for the service provided. 85 % of the Railway Officers surveyed rated boilers suit operate provided by the Railways as Good. 6 This vade mecum on passenger contentment Survey and Benchmarking of procedure Standards has been compiled dev elopment the results obtained in a 15 day elongated passenger Survey launched by IRITM PPP knowledge Centre in association with IIM Lucknow.The survey was in the blue part of the estate showing A-1 and A category displace. 700 responses were obtained on 37 contrastive passenger service parameters under niner categories ranging from saddle of sales event to On-board Facilities to IT found passenger Transactions. These abide been compiled in easy to read, colourful art in this Report. The Report has been made more usable by adding edited versions of the comprehensive, pan-India Passenger Service Surveys and Station Cleanliness Surveys conducted by the CAG (Railways) in the last fewer years.In addition, some spare writings and visuals of world sort stations have been added to give a get hold of what the future may look like in the days to come for Passenger creature comforts and go in overhaul Railway Stations. This vade mecum would be of use not only to IRTS Probationers but as well to all frontline Managers and stave in Indian Railways accountable for Station Maintenance, sanitation and Passenger Amenities. The handbook can in any case be accessed on the IRITM website www. iritm. indianrailways. gov. in.A customer is the more or less master(prenominal) visitor on our premises, he is not qualified on us. We are drug-addicted on him. He is not an prison-breaking in our work. He is the target of it. He is not an foreigner in our business. He is part of it. We are not doing him a esteem by serving him. He is doing us a opt by big(p) us an luck to do so. Mahatma Gandhi Hkkjrh jsy ifjogu izcU/ku laLFkku ykuA Indian Railways convey of shift instruction Lucknow Hardoi By-Pass Road, P. O. Manak Nagar, Lucknow 226 011 Ph. 0522-2471961, facsimile 0522-2473929, website www. iritm. indianrailways. gov. in