Passenger Satisfaction Survey Essay Example for Free

Passenger Satisfaction Survey Essay Knowledge centre was setup at IRITM in 2008. IRITM has a Memorandum of Understanding (MoU) with IIM Lucknow, for writing Research Papers, Case Studies and assimilating research findings into comprehensive periodic reports to be used for improving training inputs. This is the 4th publication of the Centre. The earlier 3 publications :1. Ideas on PPP, Dr. Kalpana Dube, Sr. Prof. (Fin. PPP), IRITM Ashish Shukla 2. A Handbook on Project Finance PPP Terminology, Dr. Kalpana Dube, Sr. Prof. (Fin. PPP), IRITM Ankit Tandon 3. Studying the Efficacy of an Airport Modernization Concession Agreement, Dr. Kalpana Dube, Sr. Prof. (Fin. PPP), IRITM The above publications have been well received not only by the Railways but even outside in the Government, Private Sector and Educational Institutions. Indian Railways is the life line of the nation. It has been instrumental in bringing about a social, cultural and economic revolution in our society and has been a strong uniting and integrating force. Despite being a monopoly in passenger services which are highly subsidized, can it afford to have a dissatisfied customer? To keep the nation moving and the customers happy, our net social service obligations in 2010-11 constituted 17. 57% of total expenditure. Analysis of profitability of Coaching Services showed a loss of 21,324 crores to which net suburban losses in Chennai, Kolkatta and Mumbai contributed Rs. 2364 crores. Other factors have also accelerated the situation which include low second class ordinary fares non suburban commuters and concession in fare extended to various categories. No other transport sector today is offering rates which could compete with the Railways. Despite so much of effort if we are still unable to keep our Customer satisfied there certainly seems to be some communication gap between us and the Customer. In order to asses that gap IRITM conducted a â€Å"Passenger Satisfaction Survey† on the Northern, North Central and North Eastern Railway, the result of which are summarized in the publication. We hope the results would allow us the Railway personnel to introspect about our â€Å"Customer Demand† and initiate us to give a better service and be more vocal in showing our concern for keeping our Customer Happy. Ashima Singh Director IRITM Lucknow July 2012 FOREWORD Passenger Amenities and provision of certain essential as well as desirable features on Railway stations as well as on-board train services continually engage the attention of policy makers in the Railway Board as well as the Field Officers in the Zones and Divisions. The ground level scenario at major stations in the country differs in terms of scope as well as its perceived usefulness by the Railway Passengers. The present survey was designed to get a comprehensive feedback on 37 different service parameters related to passenger conveniences and station facilities. While the objective assessment fields were readily responded to by most passengers the open ended questions did not elicit detailed replies and were perfunctory. The perception gap between Passenger responses and Railway Officers’ responses also highlighted some interesting differences. Illumination at Stations, Signage and Clarity of Train Announcements and Booking Counter experience have got very favorable responses. The deficiency areas which were most reported on were cleanliness on platforms and train toilets, late running of trains as well as unauthorized people in compartments. What must be emphasized here is that none of these areas actually require capital expenditure or investments or repeated policy directives. They just require vigilantism, active supervision and better coordination among the service providers within the various departments. A standard protocol of maintenance, cleanliness and supervision functions needs to be worked upon just like the various service related parameters put in operation at the newly developed and modernized airports. (Please refer Annexure). This is a standard checklist of service parameters insisted upon by Delhi International Airport Limited (DIAL). A similar drill would go a long way in ensuring better services on our premium stations especially A1, and A categories. The booklet has been designed in such a manner that passenger responses can be very easily understood through use of colorful graphics and simple data presentation, however the larger question which needs to be addressed is that can we provide station and on board housekeeping services which are game changers and path breaking at the same time? Which reflect a paradigm shift in the way Passenger Services are traditionally being offered by Indian Railways. Perhaps the new Station Development Corporation announced recently may introduce sweeping changes to radically alter the present system of addressing Passenger Amenities and general conveniences to be made available to the public. The Station Development Corporation has been conceived with the primary objective of augmenting and improving passenger related amenities at stations. All the issues highlighted in the current survey would perhaps get addressed if fast tracking the activities of the Station Development agency can show visible early results. The areas of action being well designed concourses, high end waiting spaces, easy access with disabled friendly options for station premises, congestion free platforms, modern catering facilities etc. The Report has been made more useful by adding edited versions of the comprehensive, pan-India Passenger Service Surveys and Station Cleanliness Surveys conducted by the CAG (Railways) in the last few years. In addition, some additional literature and visuals of world class stations have been added to give a feel of what the future may look like in the days to come for Passenger Amenities and Services in Modernized Railway Stations. The Report has also been substantiated with identifying certain important performance benchmarks, using examples from the Aviation Sector. Performance benchmarking and improving customer perception are important milestones in improving station premises and passenger services beyond the conventional targets to the next level. A level which is path breaking and futuristic in its vision and implementation. If the checklist of the 37 parameters used in this study as well as the findings contained in the Audit Reports are read and comprehended by the Railway officers responsible for these functions, the purpose of the survey would be fulfilled. However, it may be useful to reiterate that station maintenance procedures must follow the KISNE principle i. e. Keep It Smart Neat and Efficient. Also while we cannot promise the moon to our customers we must ensure that what we do promise we deliver at all times with 100% efficiency and Zero Failures. These are achievable because we have a long experience of managing stations and procedures are well laid out. What is perhaps needed is a well established drill of adhering to a standard protocol of Station and Train Maintenance Practices and not allow the drill to falter even for a day. A well thought strategy, precision in execution and applying Six Sigma principles for not deviating from the Standard Maintenance and Supervision Protocol would go a long way establishing a New Order which is easy to replicate and easy to follow. Dr. Kalpana Dube Senior Professor IRITM Lucknow July 2012 The more you engage with customers the clearer things become and the easier it is to determine what you should be doing. Objectives of the Passenger Survey Criteria and Methodology Sample Size/Target Respondents Passenger Survey Findings Response by Railway Officers Suggestions for Proactive Action Comparison of General Public Railway Officers’ Response Perception Gap – Between the General Public as Rail Users and Railway Officers as Rail Users Graphical Representation of the Findings Strategy For Promoting Indian Railways Image And Train Travel Experience Some Suggestions Benchmarking Performance Assessment Measures Sub Report One: Sample Service Quality Specifications For Delhi International Airport Ltd. DIAL) Conceptual Background for Railway Stations as Profit Investment Centers Sub Report Two: CAG Recommendations on Passenger Services in Indian Railways 2008-09 Sub Report Three: CAG Recommendations on Cleanliness and Sanitation on Indian Railways 2007-08 Annexure 1: Citizen Charter on Passenger Services of Indian Railways Annexure 2: Questionnaire Used for the Passenger Satisfact ion Survey for IR Performance Service Standards Page No Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Objectives of the Passenger Survey †¢ †¢ To review the facilities provided to the passengers right from ticket booking to the on-board travel experience in the trains To asses if facilities provided in trains were adequate and effectively maintained or not, from the point of Passenger Satisfaction in Station Maintenance Practices. To know the priority areas so that these can be strengthened to optimize passenger satisfaction. To asses the overall travel experience of the passengers in the Indian Railways and their perception of the organization. †¢ †¢ Criteria and Methodology An open ended questionnaire with about 37 parameters was prepared and survey was conducted with the help of three field executives provided by the Indian Institute of Management (IIM) Lucknow. The survey was conducted over a period of ten days through direct contact and filling up of the questionnaire by on-board passengers of all the Travel Classes (AC, 2nd Sleeper). The routes identified for the survey were mainly on the Northern part of the country Lucknow New Delhi Lucknow, Lucknow Gorakhpur Lucknow, Lucknow Varanasi Lucknow, Lucknow Allahabad Lucknow, Lucknow Kanpur Lucknow, Lucknow Moradabad Lucknow, Lucknow Firozpur Lucknow. All the Stations surveyed belonged to A-1 and A category. 1 Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Sample Size/Target Respondents The sample size of the survey was around 700 passengers which included 100 Railway Officers as well. The general passengers age profile was from 15 years to 65 years with maximum response coming in from the young adults/youth i. e. 26-35 years of age. About 28% were female respondents and balance were males. Quality in a service or product is not what you put into it. It is what the client or customer gets out of it. Peter F. Drucker 2 Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Passenger Survey Findings Top Efficiencies 1. Illumination Signages 2. Availability of Porters (Coolies) at the Station 2. Booking Clerk Competency Behaviour 3. Clarity of Announcement at Stations Top Deficiencies 1. Cleanliness of Toilets 2. Unauthorized Vendors Passengers 2. Cleanliness of Platforms 3. Late Running of Trains Top Three Concerns/Priority Areas 1. Punctuality 2. Quality of services 3. Safety Satisfactory Services (Rated as Good) 1. Ambience of Waiting Rooms/Rest Rooms 2. Seating, Water, Trolley facilities at the Platform 3. Pricing of Food 4. Linen/Bedroll Cleanliness 5. Fans and Lights in the Trains 3 Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Other Findings of the Survey †¢ More than 60% of the people have used IT Enabled services such as Internet Ticketing, Enquiry Kiosks, Touch Screens, etc. 64% of the passengers surveyed confirmed that they have seen service improvements in the Railways in the last five years. 31 % of the passengers surveyed are satisfied with the Railway Amenities/ facilities. 35 % of the passengers surveyed think that Railways are giving Value for Money for the services provided. 47 % of the passengers surveyed rated Overall Services provided by the Railways as Good †¢ †¢ †¢ Your most unhappy customers are your greatest source of learning. Bill Gates 4 Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Response by Railway Officers Top Efficiencies 1. Booking Clerk Competency Behaviour 2. Quality Quantity of Food made available 3. Clarity of Announcement at Stations Top Deficiencies 1. Coach/Toilets occupied by Unauthorized Passenger Vendors 2. Handli ng of Theft Cases 3. Cleanliness of Toilets/Coaches Top three Concerns/Priority Areas 1. Quality of Service 2. Punctuality 3. Cleanliness Satisfactory Services (Rated as Good) 1. Water in the Coaches 2. Seating, Water, Trolley facilities at the Platform 3. Cleanliness of Platform 4. Ambience of Waiting Rooms/Rest Rooms 5. Illumination Signages 5 Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Other Findings of the Survey †¢ More than 70% of the Railway Officers have used IT Enabled services such as internet ticketing, enquiry kiosks, touch screens, etc. 94% of the Railway Officers surveyed confirmed that they have seen service improvements in the Railways in the last five years. 7 % of the Railway Officers surveyed are satisfied with the Railway Amenities/ Facilities. 86 % of the Railway Officers surveyed think that Railways giving Value for Money for the services provided. 85 % of the Railway Officers surveyed rated Overall Services provided by the Railways as Good. †¢ †¢ †¢ †¢ 6 This handbook on Passenger Satisfaction Survey and Benchmarking of Performance Stan dards has been compiled using the results obtained in a 15 day extensive Passenger Survey launched by IRITM PPP Knowledge Centre in association with IIM Lucknow. The survey was in the northern part of the country covering A-1 and A category stations. 700 responses were obtained on 37 different passenger service parameters under nine categories ranging from Point of Sale to On-board Facilities to IT based Passenger Transactions. These have been compiled in easy to read, colourful graphics in this Report. The Report has been made more useful by adding edited versions of the comprehensive, pan-India Passenger Service Surveys and Station Cleanliness Surveys conducted by the CAG (Railways) in the last few years. In addition, some additional literature and visuals of world class stations have been added to give a feel of what the future may look like in the days to come for Passenger Amenities and Services in Modernized Railway Stations. This handbook would be of use not only to IRTS Probationers but also to all frontline Managers and Staff in Indian Railways responsible for Station Maintenance, Sanitation and Passenger Amenities. The handbook can also be accessed on the IRITM website www. iritm. indianrailways. gov. in.

SEINFELD :: essays research papers

SEINFELD: THE UNTOLD STORY   Ã‚  Ã‚  Ã‚  Ã‚  Throughout Seinfeld’s eight-season stint on network television the show and its creator’s have stereotyped everything from young Puerto Rican boys to Jewish Priests. The main stereotype of this sit-com is the very florid portrayal of the generational age groups of the characters. The main characters represent the beginning of the Generation X culture. The parents and relatives of Jerry Seinfeld and that of George Costanza present the presence of the members of the Silent or GI generation. Throughout the television series we have seen the elderly as stereotypically helpless individuals with little or no purpose. The character’s Jerry Seinfeld, George Costanza, Elaine Benes, and Cosmo Kramer, represent the Generation X culture. These half-witted characters are often unreliable and uncaring about the society they live in. These characters often care about nothing more about life outside their own. The stereotype of these characters and the succes s of this very popular television show have contributed to the media’s wide usage of stereotyping generations. The article, â€Å"My Inner Shrimp,† can be directly correlated to George’s eccentric ego trips with his problems with shortness, unemployment, and baldness. George’s character is often portrayed as a very loud, very rambunctious person who is often seeking to be on top. Elderly: Helpless or Not   Ã‚  Ã‚  Ã‚  Ã‚  Throughout the series we have seen the elderly characters of Seinfeld often being absent minded, senile, and often helpless. Jerry’s parents upon retirement moved to the sunny state of Florida to bask in their retirement. This proves to be a very common nomenclature among senior citizens. Throughout the nation many retired citizens have been moving eagerly across the country spending their hard earned money and moving to much more appealing climates. Throughout the show Jerry’s parents often try to impose money upon him even though he never request any money from his parents. Mr. and Mrs. Seinfeld often believe that Jerry is living a life of poverty and that he lives a very inadequate life. Throughout our nation the elderly have often saved and saved countless dollars so that they may have a better life and provide their children with the sustenance they need to live a very adequate life. Mr. and Mrs. Costanza are often portrayed as very senile indiv iduals. George’s parents often tend to exaggerate things outside the spectrum they should really include. One certain episode can attribute to there senility. During the Seinfeld’s visit of New York to see their son Jerry, the Costanza’s graciously ask the Seinfeld’s to accompany them to dinner at their home.

A Certain Night Essay

Knowledge and Understanding 1. As it is quite obvious in the story, the narrator does not think that these men and women deserve to die. This is abundant when in the very last line of the story the narrator states, â€Å"when will it be light?† 2. Throughout the story, the narrator describes the communists as young, brave and handsome, although they are powerless martyrs. The narrator makes the nationalist seem â€Å"murderous looking,† and â€Å"cunning, malicious and smug.† The chief executioner has a â€Å"revolting moustache,† and an â€Å"evil voice†, as well as an â€Å"ugly and vicious face, which seemed to symbolize the cruelty of all the rulers to the oppressed.† This made it easy enough to distinguish between the communists and the nationalists. 3. The nationalists regard to the commended prisoners with no respect at all. It was because they didn’t care for them, because they were communists, and the nationalist police were just there to execute them. They were very rough towards them as they â€Å"pushed them clumsily and hard, hitting them with rifle butts and putting ropes round their chest to tie them†¦Ã¢â‚¬  As well, they would refer to them as â€Å"criminals†, as they would count them one by one making them seem no more important than counting the hairs on your chin. The nationalist’s regards towards these prisoners were cruel and very careless. 4. Near the beginning of the story, the young poet becomes overthrown by anger and pain that he actually passes out. Once he saw a familiar face, he began to calm down and gather a sense of encouragement. This familiar face started to make him feel more brave and resolute. Near the end, the mood is totally flipped around when they remembered their g overnment was being formed. Their attitudes were now positive as they died, proudly singing for their country. 5. Ting Ling wrote this store to raise awareness of the disapproving murders the nationalist party committed. I think she honored her husband with the passionate, loyal, hardworking poet. Maybe she wrote this story more for her self, as a forever memory of her husband. Not only of his death, but also by showing her passion for her beliefs. 6. A major theme in the story is to stand your ground, and fight for what you believe in. In other words, be willing to die for what you stand for, but proudly. Another theme is showing the absolute cruelty of humans. It is showing the brutal behaviors humans can portray on one another. Thinking and Inquiry 1. The tone of this story is dark and bitter. Ting Ling achieves this in the characters emotions throughout the story. This is also shown through imagery, through the gloomy vibe of the story. Ting Ling used figurative language and vivid descriptions to make the story come across as both bitter and dark. 2. The setting of the story contributes to the tone because it is set up during a dark, cold, windy, snowy night. The overall mood of the story was both gloomy and somber, which contributes to the tone I think Ting Ling was going for. Everything from the prisoners falling down in the snow, to the soldiers stomping throughout it, made the tone come alive through the text. 3. There are many different symbols throughout the story. For the chief executioner, he resembles both cruelty and oppression whereas the young poet symbolizes innocence and better reform. At the end when the prisoners are singing to their death, it shows a sense of resistance, which symbolizes the acceptance of their death. 4. The sound of trampling feet connotes punishment as a result of the communists standing up for their beliefs. It also shows desperation because the prisoners have basically hit rock bottom, and have nothing left to do. Ting Ling repeats this image to implement the despair in the prisoners, and to get the point across. 5. This story reflects a political bias because they make the communists seem innocent, as if they have done nothing wrong. Not saying they are innocent, but it is persuading the audience as if they are so. Yes, it is wrong for the nationalists to execute them, but you don’t hear the past story between the two groups. Therefore, it reflects a political bias by only showing the â€Å"innocence† of the communists.

Biography of Michiel de Ruyter, Great Dutch Admiral

Michiel de Ruyter (March 24, 1607–April 29, 1676) was one of the Netherlands most skilled and successful admirals, who is famous for his role in the  Anglo-Dutch Wars  of the 17th century. He is particularly noted for his raid on the Medway, where the Dutch fleet sailed up the Thames, a river that flows right through the heart of London, England, burning more than 10 British ships and capturing two others. Fast Facts: Michiel de Ruyter Known For: Successful Dutch admiral of the 17th century; led a raid up the Thames and into the heart of LondonAlso Known As: Michiel Adriaenszoon, Bestevaà ªrBorn: March 24, 1607 in Vlissingen, NetherlandsParents: Adriaen Michielszoon, Aagje JansdochterDied: April 29, 1676 in the Bay of  Syracuse, near  SicilyFilms: Admiral (Michiel de Ruyter), 2015Awards and Honors: De Ruyter has a statue in his birthplace  Vlissingen looking out at the sea. Many towns in the Netherlands have named streets after him. Six ships of the  Royal Netherlands Navy  have been named  HNLMS  De Ruyter  and seven are named after his flagship  HNLMS  De Zeven Provincià «n.Spouse(s): Maayke Velders (m. March 16, 1631–December 31, 1631), Neeltje Engels (m. summer 1636–1650), Anna van Gelder (January 9, 1652–April 29, 1676)Children: Adriaen, Neeltje, Aelken, Engel, Margaretha, AnnaNotable Quote: You might see the heads of some, the arms, legs or thighs of others shot off, and others....cut off by the middle with a chain-shot breathing out their last anguish and pain; some burning in ships fired, and others exposed to the mercy of the liquid Element, some of them sinking, whilst others who have learnt the art of swimming, lift up their heads above water and implore pity from their very enemies, entreating them to save their lives. Early Life Ruyter was the son of Vlissingen beer porter Adriaen Michielszoon and his wife Aagje Jansdochter. Growing up in a port town, de Ruyter appears to have first gone to sea at age 11. Four years later, he entered the Dutch army and fought against the Spaniards during the relief of Bergen-op-Zoom. Returning to business, he worked in the Dublin office of the Vlissingen-based Lampsins Brothers from 1623 to 1631. He married Maayke Velders when he returned home, but the union proved brief as she died in childbirth in late 1631. In the wake of his wifes death, de Ruyter became first mate of a whaling fleet that operated around Jan Mayen Island. After three seasons on the whale fishery, he married Neeltje Engels, the daughter of a wealthy burgher. Their union produced three children who survived to adulthood. Recognized as a gifted sailor, de Ruyter was given command of a  ship in 1637 and was charged with hunting raiders operating from Dunkirk. Successfully fulfilling this duty, he was commissioned by the Zeeland Admiralty and given command of the warship Haze, with orders to aid in supporting the Portuguese in their rebellion against Spain. Early Naval Career Sailing as third-in-command of the Dutch fleet, de Ruyter aided in defeating the Spanish off Cape St. Vincent on November 4, 1641. With the fighting concluded, de Ruyter purchased his own ship, Salamander, and engaged in trade with Morocco and the West Indies. Becoming a wealthy merchant, de Ruyter was stunned when his wife suddenly died in 1650. Two years later, he married Anna van Gelder and retired from the merchant service. With the outbreak of the First Anglo-Dutch War, de Ruyter was asked to take command of a Zealandic squadron of directors ships (privately financed warships). Accepting, he successfully defended an outbound Dutch convoy at the Battle of Plymouth on August 26, 1652. Serving under Lieutenant-Admiral Maarten Tromp, de Ruyter acted as a squadron commander during the defeats at Kentish Knock (October 8, 1652) and the Gabbard (June 12–13, 1653). Following Tromps death at the Battle of Scheveningen in August 1653, Johan de Witt offered de Ruyter command of the Dutch fleet. Fearful that accepting would anger officers senior to him, de Ruyter declined. Instead, he elected to become the vice-admiral of the Amsterdam Admiralty shortly before the end of the war in May 1654. Later Naval Career Flying his flag from Tijdverdrijf, de Ruyter spent 1655–1656 cruising the Mediterranean and protecting Dutch commerce from the Barbary pirates. Shortly after arriving back in Amsterdam, he re-embarked with orders to support the Danes against Swedish aggression. Operating under Lieutenant-Admiral Jacob van Wassenaer Obdam, de Ruyter aided in relieving Gdaà ±sk in July 1656. Over the next seven years, he saw action off the coast of Portugal and spent time on convoy duty in the Mediterranean. In 1664 while off the coast of West Africa, he battled with the English who had occupied Dutch slaving stations. Crossing the Atlantic, de Ruyter was informed that the Second Anglo-Dutch War had begun. Sailing to Barbados, he attacked the English forts and destroyed shipping in the harbor. Turning north, he raided Newfoundland before re-crossing the Atlantic and arriving back in the Netherlands. After van Wassenaer, the leader of the combined Dutch fleet, was killed at the recent Battle of Lowestoft, de Ruyters named was again put forward by Johan de Witt. Accepting on August 11, 1665, de Ruyter led the Dutch to victory at the Four Days Battle the following June. Raid on the Medway While initially successful, de Ruyters luck failed him in August 1666 when he was beaten and narrowly avoided disaster at the St. James Day Battle. The outcome of the battle furthered de Ruyters growing rift with one of his subordinates, Lieutenant-Admiral Cornelis Tromp, who coveted his post as commander of the fleet. Falling gravely ill in early 1667, de Ruyter recovered in time to oversee the Dutch fleets daring raid on the Medway. Conceived by de Witt, the Dutch succeeded in sailing up the Thames and burning three capital ships and 10 others. Before retreating, they captured the English flagship Royal Charles and a second ship, Unity, and towed them back to the Netherlands. The embarrassment of the incident ultimately forced the English to sue for peace. With the wars conclusion, de Ruyters health continued to be an issue and in 1667, de Witt forbade him from putting to sea. This ban continued until 1671. The next year, de Ruyter took the fleet to sea to defend the Netherlands from invasion during the Third Anglo-Dutch War. Encountering the English off Solebay, de Ruyter defeated them in June 1672. Later Years and Death The following year, he won a string crucial victories at Schoonveld (June 7 and June 14) and Texel, which eliminated the threat of English invasion. Promoted to lieutenant-admiral-general, de Ruyter sailed for the Caribbean in mid-1674 after the English had been driven from the war. Attacking French possessions, he was forced to return home when disease broke out aboard his ships. Two years later, de Ruyter was given command of a combined Dutch-Spanish fleet and was sent to aid in putting down the Messina Revolt. Engaging a French fleet under Abraham Duquesne at Stromboli, de Ruyter was able to achieve another victory. Four months later, de Ruyter clashed with Duquesne at the Battle of Agosta. During the fighting, he was mortally wounded in the left leg by a cannonball. Clinging to life for a week, he died on April 29, 1676. On March 18, 1677, de Ruyter was given a full state funeral and buried in Amsterdams Nieuwe Kerk. Sources Pike, John. â€Å"Military.†Ã‚  Anglo-Dutch Wars.â€Å"Michiel Adriaanszoon De Ruyter.†Ã‚  Encyclopedia Britannica, 22 Apr. 2018.â€Å"The Collection.†Ã‚  Lieutenant-Admiral Michiel De Ruyter (1607–1676) - National Maritime Museum.