COMPLAINT HANDLING.
Customer have the right to complaint of services they were received. KTMB should encourage the customer feedback in order to achieve the customer satisfaction and customer retention. With the complaints they get, it is an opportunity for them to get into the hearts and minds of the customer. Complaining customers are pointing to continue their relationships with the firms and they are expecting the firm to make things right. KTMB should develop effective strategies to recover their service failures so they can maintain customer concern.
There are lots of complaints about KTMB services from their customers. KTMB has problem with delay train schedule. Some of the customers are complaining that the train will postpone from 8.03am – 8.23am. So obviously the 8.23am train will be delayed for another 20 minutes and so on. They have to wait for 40 minutes just waiting for the train and this is not guarantee that they can go into the train when it reach the station. The passengers refuse to wait for the next train because they afraid they will not get any train after. KTMB also has unavailability of trains at peak hours because of their shortage of rolling stocks and small numbers of trains. Besides that, they also complaining that they are not comfortable when there are lot of passengers inside the train because the train does not have good air-conditioning systems. When the train breakdowns, the operation management will take a long time to fix it and that cause all passengers stuck in the train with feel of anger and uncomfortable because there is no have air-supply.
The Research paper on Case Analysis Pizza Hut A Customer Loyalty Program
Case Analysis: Pizza Hut - A Customer Loyalty Program List of Facts In 1958 the Carney brothers opened their first Pizza Hut restaurant. The company was so successful that by 1977 it had more than 3,200 restaurants. Further it was acquired by PepsiCo. The quantity of restaurants increased to 12,300 and Pizza hut became the worlds largest pizza restaurant chain. In 1986 Pizza Hut implemented the ...
Furthermore, they also are complaining that the KTMB has terrible workers at most part. Most of them are not treating the customer in a nice way. They simply talk rude to their customers. Besides that, there are some customers complaining that they have been facing problem which when they missing one station or bought a wrong ticket they were got fine RM10. The staff forced them to pay the fine instead of tolerate with the customers. Besides that, they also had received complaints of rowdy male passengers, pickpockets and foreigners taking advantage of female passengers
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SERVICE RECOVERY AND IMPROVING SERVICE QUALITY AND PRODUCTIVITY.
KTMB should enhance their service quality and improve their service productivity in order to give value to both customers and their firms. However, this firm has made their service recovery and improves the quality.
`They are facing with the shortage of rolling stock for their commuter service so in order to help rectify this issue, they have looked at the schedule to see if they can focus more on the busiest areas during the peak periods. They have managed to improve their frequency from every twenty minutes to every fifteen minutes. However, they feel that it is still not enough so they are looking towards getting it down to every ten minutes in the future.
Recently, the government has decided to embark on the national key performance indicators (KPI) for the ministers and improving public transportation is one of them. Under the RMK8 plan, the Government of Malaysia have approved funding of RM 636.73 million for the purchase of rolling stock comprising of new high powered diesel locomotives, wagons and coaches. Fourty (40) new high-powered 3200 h.p. locomotives have been procured and have arrived in stages with the first batch of 5 locomotives received on 1st October 2003 and second batch of 7 locomotives received on 5th December 2003. The supply for 10 Air-conditioned Buffet Coaches (ABC) and procurements of 195 Bogie Container Flat (BCF), 55 Bogie Refrigerated Flat (BRF) and 2 Power-Generating Cars have been completed. Other procurement includes 10 Air-conditioned Economy Class (AEC) coaches which are expected to be awarded in 2004 and 6 units of 6-car sets Electric Multiple Unit (EMU) for which tender will be called by the Government.
The Research paper on Service Improvement
Abstract As the competition in the restaurant industry become more. Service quality becomes important to achieve the success restaurant. Service Blueprint is one of the methods that use to apply to improve the service system. The process of blueprint is a necessary tool that the restaurant can view all of process of the restaurant’s operation between the customer and providers. The paper aims to ...
As part of KTM Berhad’s rolling stock upgrading works to replace its ageing rolling stock, forty (40) new high-powered 3200 h.p locomotives will be procured in stages and the first batch of General Electric (GE) locomotives is expected to arrive in September 2003. At present, KTM Berhad has received 195 Bogie Container Flat (BCF) wagons, 55 Bogie Refrigerated Flat (BRF) wagons and two Power-Generating Cars (PGC).
The refurbishment of 10 Air-Conditioned Buffet Coaches (ABC) has also been completed. Other procurement includes 10 Air-Conditioned Economy Class (AEC) coaches and two units of 110 tonne cranes.
Through their discussion of the issues that were brought up by the committees for the public transportation system, they have decided to improve on the rolling stock they build per year in order to provide decent service to passengers and commuters. They are looking at procuring more than thirty, six-car trains and refurbishing about fifteen of the existing ones so that they can meet the numbers in the long term, as well as the short term. The refurbishment of the fifteen could be finished in a year or two. They will use those to start encouraging the public to use the commuter service. Once they get their new set of rolling stock and they can improve their frequency, they are really sure and target that people will return to use the commuter trains. Their numbers once reached 105,000 passengers per day. Now, they have dropped by about 20 per cent to nearly 80,000 because they do not have the rolling stock. They want to attract the previous commuters and increase the numbers by another 50 to 100 per cent.
In addition, they have doubled the track extension from Ipoh in the north near the Thai border, which should be completed by 2013. In the south, they have further work underway that should be ready by 2012. And, they will extend additional routes by 2015.
Currently, the government is funding all of the new double track electrified lines and commuter trains. At the same time, they are looking at the corporate restructuring of KTMB. Once they have sorted out their current borrowings and they are in a position to raise funds in areas where locomotives and coaches are needed, they will be looking into raising their own funds from the market.
The Term Paper on Pob Sba – Life Coach
We are committed to leading our clients to express themselves and establishing an interactive relationship between coach and client. We envision a world of limitless love and total peace where people live life at a higher level of consciousness. ” Location: We will be located on St. Mary’s Street (east of New Thriving Restaurant), St. John’s Antigua. Three reasons to justify location: 1. ...
Moreover, they are looking at trying to meet their current capacity from their existing customer and passenger base; but, in the future they will be looking at expanding their routes to the east. They do not have a straight route from Kuala Lumpur to Kelantan. Currently, their passengers have to travel down to the south and then back up again to the north. There is a study being done to look at adding a potential line from Kuala Lumpur to Kelantan and then linking Kelantan to the north and south. With the commission of this double track, they hope to introduce commuter service to some of the major cities like Penang and Ipoh. Those are some of the future plans in terms of the rail network itself.
Besides that, there is a growing demand for foreign tourists taking their trains, especially once the Ministry of Tourism has developed some new packages such as home stays and other new tourist attractions. In fact, now it ranges from 10 to 20 per cent depending on which part of the region is being referenced. They hope to build on this because of the increasing demand in tourism. They are also looking at ecotourism and health tourism. There is potential for big developments in these areas in the future. They have decided that after making commuter service their number one priority, they will make tourism their number two priority in the city because of the great demand. They hope to develop some packages that will provide door-to-door service for tourists to be comfortable and feel that it is worth coming to Malaysia, especially with their favorable exchange rate. The customers really get value for their money.
Furthermore they hope they can expand to other regions of the country, provide commuter service in new growing cities like Penang and Ipoh, and also provide freight services at a much faster pace in the future. With the electrified double track, they hope that they can procure more electric locomotives to provide a faster service. At the same time, this will be an environmentally friendly system that will cut down on CO2 emissions. They hope the government should give then some priority since they are also working towards minimizing global warming and climate change. Apart from this, they are looking to upgrade their line from a middle gauge to a standard gauge, as is used in Europe and Japan, so that they can run a faster train at 200 km/hour. With a 200 km/hour train, they will be able to reach Singapore in 90 minutes. That is similar to what is in place in Europe between London and Paris on the Eurostar. Of course, it takes two and a half hours but the distance is longer. Currently, it takes six and a half hours to travel from Kuala Lumpur to Singapore. The highspeed train could do it in one and a half hours and replace the airline route. In relation to the rest of the country, they will be able to reach cities in west Malaysia each within an hour for example Kuala Lumpur to Ipoh or Ipoh to Penang.
The Essay on Service Learning Reflection
I chose to complete my service learning hours at the Quantum House. It is an organization located on 45th street behind St. Mary’s Medical Center in West Palm Beach, FL. The Quantum House is a supportive home where families can stay while a member of their family is being treated nearby. The Quantum House offers all meals, housing, and entertainment during the entire stay. The families are asked ...
Other than that, they are concerned with the matters of rowdy male passengers, pickpockets and foreigners taking advantage of female passengers. They want their passengers to feel safe and privileged while using their service. A few people have raised concerns on whether this move is to separate the sexes, but they have the normal coaches to serve both sexes. They pointed out that the practice of having coaches specifically for ladies was implemented in developed countries like Japan years ago and it took some time for the people to fully understand the reason for having such coaches. And now KTMB has practicing female passengers use the ladies-only coach
Moreover, in the face of the Influenza A (H1N1) threat, KTM Bhd is taking a series of preventive measures on its intercity and commuter trains. They will spray disinfectant in every coach every night. They always advise the passengers to wear masks. In fact, during the first week of Ramadan, KTM issued a few thousand masks to commuter passengers. Notices reminding passengers to use masks and posters instructing how to prevent the spread of the virus were also available at stations and in the coaches.
