CASE PROBLEM

South India Roadways Limited

Mr. Abay Mittal, is the Managing Director of the South India Roadways Limited and is

in full charge of the company. The company has over 70 volvo and other buses which

operate in Karnataka and neighbouring states. All the buses operate on long routes such

as BANGALORE-HUBLI, BANGALORE-PUNE, BANGALAORE-MUMBAI,

BANGALORE-HYDERABAD, BANGALORE- MANGALORE etc.

Presently it is operating in over 30 routes and the operations are monitored from their

corporate office situated on double road, Bangalore.

The company has its offices at all the centres which are rented except the corporate office

which is owned. It has a staff strength ranging from 3 to 5 at these centres. It has a well

equipped, own workshop at Bangalore for service and maintenance of buses.

The company has an on-line ticket booking system which is well received in the market.

South India Roadways is very popular among the public as the buses are new, clean and

comfortable.

Of late, complaints have started coming from customers about break-downs on the way.

Mr. Mittal is also concerned as the profitability which has started showing signs of

decline. The employee morale is also going down. Mr. Mittal also feels the company may

default in repayment of loans if this trend continues.

Having obtained MBA qualification from a reputed college, you are appointed as the

General Manager of the company with the mandate and full support from Mr. Mittal. Mr.

Mittal has informed you that he is not satisfied with the present systems in place. Your

role and responsibility is to turn around the company and ensure that the company

delivers on pre-determined sales and profitability.

1. In your opinion what control points you would like to introduce in the

company?

A control point is work which is aimed at checking of the compliance of the results of certain
work in a business process with formulated requirements to its results. In case of non-
conformity a feed-back is arranged and the result should be corrected.

 Data on passenger traffic in each route

 Milage on each bus
 Avg customer rating for each trip
 Data on break down /services on each bus
 Time schedules on each and every route and if every bus is able to maintain it.

What are the systems you would like to introduce to improve the service

delivery?

First identify the cause of break downs

 Is it due to poor maintenance

 Poor driving
 Condition of road in a route
 Check schedule ; find lose making routes
 Find buses which are making more repairs/breakdowns

Once the cause is found fix should be introuduced, like starting repair shops at branch location
either own or in partner with some good local garages.

Educate drivers on proper driving methods and how to increase milage and maintaince of buses

 Find the average milage for each route from last years data.
 Shortlist the most profitable route and schedules
 Reschedule more bused from loss making routes to routes having more rush.