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INDEX
1.History of BEST Undertaking2.History of Indian Railways3.An Overview4.PEST analysis of BEST Undertaking5.PEST analysis of Indian Railways6.Market Segmentation for BEST and Indian Railways7.4 I’s for BEST and Indian Railways8.7 P’s for BEST and Indian Railways9.Quality Dimensions (RATER)10.Flower of Service- comparative study for BEST and Indian Railways11.Critical Incidents – CASE STUDY12.Complaint Handling13.Fish Bone – CASE STUDY14.Future of Roadways and Railways15.Articles
 
HISTORY OF BEST UNDERTAKING
The Bombay Tramway Company Limited was formally set up in 1873. TheMumbai Municipality was given the right to buy up the concern after the first 25 years or after every period of 7 years thereafter. After this contract was entered into between theBombay Tramway Company and the Municipality, the Government of Mumbai enactedthe Bombay Tramways Act, 1874, under which the Company was licensed to run atramway service in the city. The tram-cars were of two kinds-those drawn by one horseand those drawn by two. In 1905, a newly formed concern, the Bombay Electric Supply &Tramways Company Limited bought the Bombay Tramway Company and the firstelectrically operated tram-car appeared on Mumbai roads in 1907. The passing yearsaggravated the problem of rush-hour traffic and to ease the situation, double decker tramswere introduced in September, 1920.Mumbai saw its first bus run on 15th July, 1926. The people of Mumbai receivedthe bus with enthusiasm, but it took quite sometime before this means of conveyancereally established itself. For several years, it was looked upon as transport for the upper middle classes. Those were the days when the tram was the poor man’s transport, carriedone all the way from Sassoon Dock to Dadar for a mere Anna and a half, that was ninepaise. The bus fare for the same journey was four Annas that are 25 paise.In response to the pleas made by the Government and the Brihan MumbaiMahanagarpalika, the Company extended its services to the northern part of the city in1934. Double deck buses were introduced in 1937 in order to cope better with thegrowing traffic. The first Limited Bus service in Mumbai, and probably the first in thecountry as well, started running in 1940 between Colaba and Mahim.Pursuant to the option given to it under the Deed of Concession granted to theBombay Electric Supply and Tramways Co. Ltd, the Brihan Mumbai Mahanagarpalikaacquired on 7th August, 1947, the assets of the combined Undertaking, namely the
 
operation of tramways and distribution of electricity in the city of Mumbai as a goingconcern. By mutual agreement, the Corporation also took over the operation of the busservices, which was run by the B.E.S & T Company Ltd.Thus, the Bombay Electric Supply and Transport Company was municipalized andcame to be known as Bombay Electric Supply & Transport Undertaking. TheUndertaking has completed 50 years of its municipalization on 7th August, 1997.The intricacies of Mumbai transport system can easily baffle any new comer fromthe countryside. To use a figure of speech, the city inhales and exhales through the BESTbus services. The changeover from horse-driven trams to buses has been spectacular.When the Corporation took over the Company in 1947, there were 242 buses inoperation on 23 routes and these buses carried 2.38 lakh passengers per day. At present,there are 3380 buses carrying 45 lakhs passengers daily on 335 routes.
PEST ANALYSIS -BEST UNDERTAKING
POLITICAL
The political situation of any country strongly influences any industry that wishesto flourish in the framework of the country. The Heavy Motor Vehicle Industry is alsoaffected strongly by the action and decisions taken by the men with authority.The government is instrumental in the passing of the various laws and acts, whichgovern the working of the industry and has a very strong bearing on the success of theindustry. The clause of disallowing the use of old vehicles would have led to an increaseddemand for the Heavy Motor Vehicles. For e.g. it has been estimated that the recentSupreme Court verdict to pull off any vehicle more than 15 years from the road isexpected to increase the demand by about 15000 units.
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