Dr. deborah hume, kiwi rail
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Dr. deborah hume, kiwi rail

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Dr. deborah hume, kiwi rail Dr. deborah hume, kiwi rail Presentation Transcript

  • ENHANCING THE CUSTOMER EXPERIENCE Dr Deborah Hume General Manager Passenger KiwiRail
  • KiwiRail at a glance
  • Wellington Rail Network at a glance Journeys of 11 million / year or 22.4 journeys / person Rolling stock of 48 new Matangi EMUs, 26 Ganz Mavag EMUs & 24 loco hauled carriages Track of 203 km Services of over 2,200 / week Area of 8,140 km2 Population of 490,100
  • Purpose: To deliver a modern, reliable & accessible rail system that competitively moves people and freight in an economic, environmental, integrated & socially sustainable way • Grow rail as key transport mode for long distances and high volumes • Encourage rail as sustainable transport for passengers and freight • Essential service for effective functioning and economic development • Attract users from cars so that road congestion is reduced Regional Rail Plan
  • Me MinisterClient Customer experience left wanting August 13, 2010
  • • Service excellence training for Tranz Metro staff • Restructure improved accountability and staff management • Actively improving engagement with staff • Delivered $550 million of improvements to the Wellington railway system • Double tracked, electrified and extended for regular services to Waikanae • Installed a third main line to Wellington Station to reduce congestion KiwiRail • Funded and purchased new Matangi trains • Retired the 60 year old English Electric trains • Introduced real time information for rail • Undertook station upgrades and improvements Greater Wellington Regional Council • Investment New Zealand Government and NZTA Big gains made in 4 years 6
  • Customer experience…dim Customer satisfaction Informed about delays Punctuality perception Staff friendliness Safety 66% 36% 43% 87% 93% Actual punctuality Cancellation rate 88% 1.4%
  • Unreliable English Electrics Old Ganz Mavag EMUs Modern Matangi EMUs Physical improvements
  • Satisfaction Time Situation appreciation Starting the transformation process 66% Do we know our customer and what they want from us? Acknowledge that we created the problem and it is our job to fix it 2010
  • Customer priorities clear + consistent 30% 40% 50% 60% 70% 80% 90% 100% Feb 10 Sep-10 Mar-11 Mar-12 Sep-12 May-13 Sep-13 Nov-13 Feb-14 %VeryImportant Punctuality Delay info Personal safety Staff friendliness 2010 2011 2012 2013 2014
  • Understanding to prioritise what is important to our customer Exploring what we do We asked questions and listened: • Conducted customer forums about wants • Conducted staff forums about their thoughts • Joined industry Customer Service forums • Undertook industry benchmarking 66% 2010 2011 Time Satisfaction
  • Reviewing to improve our practices 79% 2012 • Who we recruit and how we induct staff • Engage staff in shared vision and values • Impact of disruptions and decisions on customers • How we listen and communicate with customers • Review impacts of staff behaviour on customers Reviewing what we do 66% 2010 2011 Time Satisfaction
  • Implementation • Restructure for accountability • Customer excellence training • Focus on customer care • Maintenance + operations • Customer-centred work planning • Introduced Real Time Information (rate of 99% accurates) 92% Improving what we do Time Satisfaction 79% 66% 2010 2011 2012 2013
  • 14 Customer satisfaction driven by delay information + punctuality 30% 40% 50% 60% 70% 80% 90% 100% Feb 10 Sep-10 Mar-11 Mar-12 Sep-12 May-13 Sep-13 Nov-13 Feb-14 Customer satisfaction Punctuality Delay information
  • 15 Consistent improvement: staff are key
  • 16 Improving HOW we do it Staff engagement from 62% to 75% in 3 years 0 10 20 30 40 50 60 70 80 Engaged Ambivalant Disengaged 2011 2012 2013 %
  • Tranz Metro: operator + maintainer
  • Survey results in right direction 18 We are celebrating success more 40% We are rewarding outstanding performance more 40% The organisation is delivering more on its promises to customers 24% There are more learning and development opportunities 22% More people say your work related stress is acceptable 17% More people say there are career development opportunities for you 17% More people say that you are adequately trained for your work 16% You are more satisfied with your physical work environment 16% This is a more fun place to work 15% Improvement
  • Symbols of customer focus
  • Customer experience today Customer satisfaction Informed about delays Punctuality perception Staff friendliness Safety 92% 74% 85% 96% 98% Actual punctuality Cancellation rate 92% 0.4%
  • Continue to transform customer experience The future • Integrated ticketing • 100% punctuality • Deliver want customers want before they know they want it • …… Time Satisfaction