We analyze disruption was analyzed to identify ways in which it could be improved.

SMRT should invest in timely, forthcoming and proactive communication with commuters, when
delays and breakdowns happen or are expected. Commuters’ dissatisfaction will be lower if they can
obtain advanced updates or full information to make alternate transport plans, and when SMRT is
seen acknowledging the situation and trying its best to help affected commuters.

SMRT must also manage the expectations of commuters by communicating that it is trying its best to
minimise breakdowns and disruptions.

always keep your staff updated first and tell them the facts

early information may be supplied on the train and station via audio and visual
media –remembering the special requirements of some passengers –both may
be needed,
alerts on social media platforms have to be put out as consistently as they used to be.

ustomers need accurate and up-to -date information to allow them to make a
decision about how to proceed with their journey.
Where a range of channels are used they need to be co-ordinated so that they all
distribute consistent information at regular intervals. If alternative transport modes
or alternative routes are recommended then these should also be communicated
through all channels.
 In Crisis response strategy we’ve adopted the Correction
option passengers are supplied early information on the train and
station via audio and visual media witj up-to -date information to
allow them to make a decision about how to proceed with their
journey along with consistent alerts on social media platforms
 early information may be supplied on the train and station via audio and visual
media –remembering the special requirements of some passengers –both
may be needed,
 To diffuse the situation station master would convey the information

 Station Master
 ‘Dear passengers, we are thankful for your patience but deeply regret that the services
are unable to presume due to continued technical fault due to power supply. We
apologize for the inconvenience caused to all of you!
 However, we have arranged the alternative transport services via SMRT buses and taxis
outside the railway station for you. Passengers can avail these services for free after
getting verified by station officials at customer desk.
 mandatory to make an announcement via audio and visual aids
 Constant social media alets would be provide to ensure
information is provided to customers quickly, but also that the
information is accurate.

 We are assuming that there are no further disruptions

15th
The day after should the crisis persist, we’ll continue operations to recover as
soon as possible Apart from Passenger information, guidance, assistance,
alternative provisions.
SMRT and CEO
Should put up Public apology first for the continued delay..along with we feel
that they should also consider holding a conference to address the issue.
Due to the continued disryuption we’ve planned to update with a detailed public
apology via facebook post and twitter message across social media platforms

In our case because of unplanned disruption This is the resolution which we feel
should have been pursued by the management team, fronted by SMRT’s CEO,
Ms Saw Phaik Hwa which was key to restoring public confidence in SMRT
However, according to case, Saw resigned on January 6,2012 amid the negative
public sentiments. The problem statement of our case is how GOH CHEE
KONG, senior vice president of communications and servies SMRT would work
out to restore commuters trust So we’ll present you a mock conference by oiur
team mates ,
This is the sample we’ve prepared fpr facebook and twitter post
The role of GOH CHEE KONG, senior vice president of communications and
servies of SMRT is performed BY Vinay Chaudsama and the rest would perform
the part of reporters

Disruption Handling