Revitalizing the Indian Railways
(Present scenario: What can be done to improve the service?)
Service Management Assignment
Submitted by: Savita Soni Roll No: 13 EPGDBM-04
Step into the premises and you would feel you are in an open urinal. transporting over 5 billion passengers and over 350 million tonnes of freight annually.702 passenger trains and transports around five billion annually across twenty-seven states and three union territories (Delhi.Shatabdis and Rajdhanis . but also the catering attendants. every which way you look at it.6 million regular employees on its payroll. urin and faeces. IR is also the world's largest commercial or utility employer. Midway through the journey. Railway amenities and facilities cannot be improved with mere hike in fare and empty promises alone. Pondicherry and Chandigarh). They have catering facilities and the area that joins two coaches is used as pantry and garbage dump and toilet and cigarette smoking area and all else. The issues related to reservations and ticketing are talked about everyday in the news. the indisciplined users. who either junk it all right there or simply chuck it out of moving trains. The passenger division is the most preferred form of long distance transport in most of the country. Wonder where all the money has gone? Is this is the condition in the Capital state. the situation for the far off rural places can be imagined.
. Go there any time of the day. What used to be the pride of the nation . Not only the maintenance standards and features inside the coaches.
Current form of service and evaluation:
Indian Railways: Passenger Service
Indian Railways (IR) is the state-owned railway company of India having a complete monopoly over the country's rail transport. It would need a complete overhaul of the staff training and even more importantly. but the general upkeep is shocking.Ques1. Can you think of a service in India that can be similarly revitalized to provide outstanding service quality? Explain how this can be done after describing the service you have in mind. It has one of the largest and busiest rail networks in the world. quality of rail services has deteriorated over the years to an extent that it now stinks. improving their own efficiencies.are now an unadulterated shame. The rest looks like a bombed out place. Indian Railways operates 8. having more than 1. New Delhi railway station facade and 'facilities' were upgraded recently with almost a 1000 crore of public money spent on it. these sections would put a municipal dumpyard to shame with the smell emanating that is a mix of rotting food. Despite visible progress elsewhere. It's not just the junk generated by us. Car parking is an unmentionable mess with only the fare collecting booths being manned.
Type and age of trains. Atmosphere.queued up. Cleanliness maintained.not in good shape.No
Reservation and Ticketing.on time record: Variations found. not always available.Evaluation Model: Supporting Facility
Are railway stations accessible by public transportation? Mostly not.
Explicit Services Training of service personnel: Not up to mark. Comprehensiveness: Variety of services offered. Platforms.not clean. Availability.sense of confusion rather than order Waiting-always found on ticketing Status-status available Sense of well being-not present Privacy and security-no security.24 hr service? / Is there a website/Is there a toll free no?: Yes Implicit Services Attitude of service-catering personnel/ticketing department/front-liners/TT: Not positive. Ticket Counters. Are they centrally located? No. Food and catering: Complaints found. Trains and their maintenance-cleanliness: Not maintained well. Consistency . Interiors and quality of railway stations. incidents take place Convenience-highly inconvenient.
. chaos present.not clean. Waiting Rooms. Information Availability of information regarding tickets/reservation present.Not transparent. unclean. not easily available.
Railways adheres to punctuality of Trains 10. You feel safe in your travel
16.Staff of Railways are neat in Appearance 4.Time Tables.Railway has modern looking equipment & infrastructure at stations and trains
2. Display Boards etc are visually appealing 5.Railway Employees are courteous way 17.Railway employees are not always willing to help 13.Railways are accurate in timing of Trains
7.Railways Physical Facilities like Lighting.Railway employees give personnel attention
. seating and Toilets are OK
3. Railway operations are convenient to all passengers 20.When you have problems Railways shows sincere interest in solving it
9.Railways are accurate in Record Keeping 6.Railways performs Service Correctly 8.What is required ?
1.Railway staff are always willing to help 11. Employees are Knowledgeable 18.Railway staff tell exactly when services will be performed 12.Emplyess of Railways are too busy to respond 14. The Railways are trustworthy 15. Railways give individual attention
21. It is easy to plan a railway journey
How to attain improvement?
Revenue management Strategic planning Revenue planning & forecasting Income allocation Competition modelling Fares & ticketing Policy & regulation Revenue protection Train planning Timetable development Net revenue/cost maximisation Demand & crowding Operational feasibility. grade separation Attain modal shift Accommodate rolling stock change: modernization and electrification Produce winning franchise bids Improve operating performance
. Railway has your best interest at heart 22. supply chain & project management Customer satisfaction Critical root cause analysis Service delivery & operations control Maintenance concept & strategy Stakeholder management Create and develop operating solutions to deliver wider policy or strategic objectives Forecast and understand future revenue Accommodate growing passenger numbers Plan timetables to maximize growth and revenue and minimize cost Assess infrastructure change including new stations. resources & performance Rail operations Change.
Middle class consumers are well informed and want products that are value driven. Sport centres such as bowling allies.5 billion. growing at 35-40% annually. insurance and banking services are other areas of growth. India has a large pool of upwardly mobile middle-class. The rural households in the upper income category are growing at a much faster pace than the urban households in the corresponding
. modern retail is growing between 15 and 20% per annum. This amounts to 75 million households. Global competition and increased demand for improvement in services has been major factors. Supply Chain and Retail services are still not upto the international standards. who with their expertise can leverage the global knowledge based sector. the second fastest in the Asia Pacific region. With low organised retail penetration of 8%. The food & grocery sector presents significant potential in the Indian market as consumer spending is highest on food. catering services and home improvement retailers is a growing segment. 300 million individuals and 500 million Indians under the age of 25. The food service sector is predicted to grow by 6 -7 per cent a year. The Government of India has introduced policy incentives to encourage investment in warehousing and supply chain services.
Economic liberalization/ Globalization / FDI: They have a highly positive impact on development of niche service sector. India is fast becoming an exciting and dynamic retail destination with opportunities in food & drink. India is expected to be the next hub of luxury retail.2% of the retail market (£2. FMCG and luxury space. Retail of apparel. consumer durables.India has a large pool of IT experts. which consists mainly of supermarkets and hypermarkets. The service sector accounts for more than half of GDP and thus taking it closer to the fundamentals of a developed economy. According to 2010 World Wealth Report by Merrill Lynch. the rise in the total number of Indian millionaires grew almost 51%. Real estate.Ques2. jewellery and accessories.4 billiom). Why will superior service work in India? What factors accelerate it and what will work against it?
Superior service will work in India for following reasons: PWC research estimates India’s retail sector to be worth £542. Technical services such as IT solutions. Management. ice skating galleries etc are gaining popularity. The quality of services has improved substantially. Sport goods account for 0. Recruitment Consultants are other growing categories of service providers with niche market potential. Economic affluence: According to the NCAER study the size of the middle income consumer is raising fast and the percentage of the very poor household’s declining. Analysts estimate that India's modern retail sector. will grow by 17 % a year for the next decade. Sports and Leisure. HR.
. Their income as well as their expenditure has been pushed. That caused increase purchasing level and demand for better services. Revolution: Increase in IT companies provided rise in employment and salary level. thus change in income level and demand for improved services.
Price Sensitive market: India is a very price sensitive market and the players. Development of Markets: Urban India has become a cluster of wholesaling and retailing business. The changing role of women has created a market for a number of product and services Cultural Changes: The emergence of the nuclear family system in place of the traditional joint family system creates a demand for a host of services like education. Health insurance and healthcare services) Rampant migration: This has caused urbanization and change in lifestyle. There has’ been a marked change in the thought Processes relating to investment. health care. telecommunication. Health-Care Consciousness: This sector has attracted a number of quality services into the country. especially the new
entrants have had to work out new innovative strategies to suit Indian preferences and budgets to establish a hold on the market and establish a niche market for them. consumer durables. I.T. tourism and so on.categories. Changing Role of Women: The percentage of working women has been growing rapidly. transport. Talent shortfall: The gap is more on the quality side. catering services and home improvement retailers is a growing segment. jewellery and accessories. Foreign as well as domestic players have emerged into this and related field. There has been reduction in investment and limited flow of fund has hampered the growth of quality services. Retail of apparel. leisure time perception and so on which has created a huge demand for services. entertainment.
Political instability: This causes for lack of regulatory improvements which are very important as many domestic regulations and market access barriers could come in the way of fully tapping this growth accelerating sector. creating a demand for many goods and services. This brings lack of innovation and new ideas and quality into services. Infrastructure: Lack of adequate infrastructure denies possibilities. It acts as a disincentive to investment into services. India is expected to be the next hub of luxury retail. Global economic instability: Global instability has impacted the Indian service sector adversely. (eg.
both overall and at state level. These issues are related to: FDI. Market access issues. while providing more and better jobs to help achieve more inclusive and balanced growth. However. supporting its growth will require careful and differentiated strategies.
. Credit and finance related issues. Tariff & tax related. FDI attracting sector. with vast export-potential are striking.Policy related/Bureaucratic Controls/ Policy paralysis: This causes inhibition amongst the international players to invest in the country while domestic players are also affected by unnecessary controls and lack of policy reforms.
Given the myriad activities in services. Addressing these challenges and issues could further strengthen the services sector which is the driving force for India to realize double-digit growth potential. The opportunities in this fast-growing. employment-oriented. the challenges are also many. Domestic Regulations.