WHAT IS QUALITY

SERVICE- FUNCTIONING OF YARRA TRAMS

NAME – SARTHAK ARYA

STUDENT NO. - S3699868

18/08/2018
 FUNCTIONING OF YARA TRAMS BUSM1272
SARTHAK ARYA

Yarra trams leased by PTV -Public Transport Victoria has been running the tram
network of Melbourne since 2009 (Yarra Trams n.d.). Both Yarra Trams and PTV use
various plans and policies to ensure the service meets the defined quality
parameters. Majority of these factors focus around user based approach for
quality, but they are not limited to it. This essay will argue about how quality is
defined for functioning of Yarra trams and how for a service the meaning or factors
of quality keeps changing by the use of data collection. The essay will first identify
the factors that derive quality for this service and then what are the approach they
follow with respect to Garvin’s five approaches to define quality (Defining Quality
2018).The essay will also try to identify Garvin’s dimensions for the service.
“Quality consists of capacity to satisfy wants” (Edwards 1968). PTV specifies key
performance indicators which monitor performance. PTV (n.d.) marks them as,
Punctuality (average of 79%) and Reliability (98% on timetable). Both of these
indicators lean more towards a user based approach to achieve and define quality.
Both factors covers the main points a user considers while using a public transport
for travelling assuring their convenience. Keeping in mind the various factors
effecting the service, while assessing the punctuality a certain buffer zone for time
and external factors are taken into considerations as well. This can be seen as
clubbing of two different approaches, user based approach and product based
approach. Furthermore, various clauses in the contracts also helps in increasing
user experience and define quality better. According to Yarra Trams Passenger
Service Charter December 2017 cleaning, security, handling complaints etc. are
some of it (Yarra Trams).
Woo (2009, p.96) argues that “Without standards or a review process,
improvements or changes to service can be difficult because of no established
baseline references or methods measuring the impact of service changes”. A
monthly review is done for punctuality and reliability thresholds and determine if
Yarra trams is liable to provide passenger compensation or not. Quarterly
Performance assessments are used to identify contractual performance outcomes.
From conclusion of these quality and performance indicators and assessing
techniques, PTV and Yarra trams undertake projects to which further change the
previously defined definition for quality of the service and also improve it. Inducing
new trams into the fleet and various infrastructural upgrades are a result of these
assessments. For e.g. Route 96 is being upgraded to become first fully accessible

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 FUNCTIONING OF YARA TRAMS BUSM1272
SARTHAK ARYA

route. Upgrading the routes and trams making them accessible to all is being done
not only as a result of assessments and reviews but also to be in compliance with
the governing bodies. PTV (n.d.) mentions that the state of Victoria has an
obligation under the DDA 1992 to increase the number of level access and low floor
trams over time. While making the network accessible can be seen as a user based
approach to quality, but adhering to the laws set up by the governing bodies can
be recognized as Manufacturing based approach for this service.
Garvin’s dimension helps us to define the service more precisely and come to a
conclusive definition. Firstly, Performance for the service would be the meting the
defined landmarks for punctuality and reliability. Features for the service would be
making the trams and the routes accessible and up to date with the technological
advancements. Reliability will be ensured itself if the service meets defined
performance, the trams adhering the running schedules and informing users about
changes and delays in the schedule, routes or maps. Conformance too would be
done when service meets the required performance. Moving on to durability of the
service, the frequency of trams during busy peak hours, late night hours and severe
weather conditions would be included in durability. Serviceability would not
directly affect the user but in turn would affect PTV and Yarra trams. Lower the no.
of breakdowns the greater will be the quality. Lastly, Aesthetics and perceived
quality would include the comfort levels of trams and compliance with modern
design standards.
Thus, following a user based approach to achieve the designated values for
demarcated performance indicators namely reliability and punctuality. However
this definition will incorporate changes over time using various assessment
techniques to ensure quality of the service. Also it is not limited to user based
approach to achieve quality and at certain times two approaches can be combined
and implemented. Further adhering to local laws is also necessary to ensure quality.
A good functioning of Yarra Trams thus depends upon various factors and cannot
be defined by using a single definition. This indicates that quality of a product or
service takes into consideration numerous approaches and cannot be unified for
every project.

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Reference List
ALL PENCILS ARE NOT EQUAL, viewed 8 August 2018, <https://pencils.com/pencil-buying-
guide/>
Bill, A. 2018, ’Defining Quality’, lecture notes, BUSM1272, RMIT University, viewed 6 August
2018, <https://rmit.instructure.com/courses/45020/pages/week-2-defining-
quality?module_item_id=1126225>
Public Transport Victoria n.d. , About PTV-Data and reports-Operational Performance, Public
Transport Victoria, viewed 11 August 2018, <https://www.ptv.vic.gov.au/about-ptv/data-and-
reports/operational-performance/>
Public Transport Victoria n.d. , Projects-Tram Projects, Public Transport Victoria, viewed 11
August 2018, <https://www.ptv.vic.gov.au/about-ptv/data-and-reports/operational-
performance/>
Woo, KF 2009, ‘Investigation of the relationship between transit network structure and the
network effect–the Toronto & Melbourne experience’, Master’s Thesis, Department of Civil
Engineering University of Toronto,
<https://tspace.library.utoronto.ca/bitstream/1807/19000/1/Woo_Karen_F_200911_MASc_th
esis.pdf>
Yarra Trams n.d. , About us- Who we are, Yarra Trams, viewed 15 August 2018,
<https://yarratrams.com.au/about-us>
Yarra Trams 2017, Yarra Trams Passenger Service Charter December 2017, company report,
Yarra Trams, viewed 15 August 2018, <https://yarratrams.com.au/media/1120/16970-ytm-
passenger-service-charter-dd4.pdf>