Managing Operations And Service Quality-SMRT trains case study

1. SMRT trains case study
67th
case presented By:
Md. Masudur Rahaman
Md. Rashedul Islam
Managing Operations And Service Quality

2. Agenda:
Company Background.
Service Disruption.
Effect of Disruption.
Causes of Disruption.
Dealing With Disruption.
SMRT’S services.
Strategic Direction.
 Mission & Vision.
Core Values.

3. SMRT’s Business:

5. Type Public
Industry Public Transport Operator
Founded Singapore (1987) (as Mass Rapid Transit
Corporation)
Headquarters City Hall, Singapore
Area served Singapore
Key people Desmond Kuek (President & group CEO)
Seah Moon Ming (Chairman)
Services Railways
Parent SMRT Corporation
Subsidiaries SMRT Light Rail
Website SMRT Trains

6. Service Disruption:
 Two massive service was disrupted :
On December 15,2011
&
On December 17,2011

7. Effect of disruption:
• On december 15 Nearly 4000 commuters ware stuck in a
stalled train with no power & ventilation.
• On december 17 less than 36 hours service was interrupted.
• The Land Transport Authority (LTA) imposed the
maximum financial penalty of $2 million on SMRT.

8. Causes of disruption:
Faulty cable on the newly opened CL.
Damaged power collector shoes.
Dislodged claws and covers for the third(power) rail.
 Breakdown on the circle line .

9. Dealing with disruption:
SMRT installed an equipment to monitor vibration along the
affected section of the track
SMRT hired internationally renowned experts in vabration and
train type testing to assess the condition of the floating slab
tracks
SMRT looking to improve the design of third rail assembly for
the long time
SMRT engage a railway engineering expert to explore if the
cable ties could be replaced with a permanent system to secure
the claws

10. Track maintenance:
 Daily checks the tracks between 1.00 am and 4.30 pm.
 Visual check of the alignment between the third rail and track
 Automated check by multi-function vhicles.

11. Mission & Vision:
Mission:
To be the people’s choice by delivering a world-class
transport service and lifestyle experience that is safe, reliable
and customer-centric.
Vision:
 Moving People.
 Enhancing Lives.

12. Core value-
S = Service Excellence.
M = Mastery.
R = Responsibility and Respect.
T = Teamwork.

13. SMRT train services:
Barrier free entrances and exits
Wider fare gate
Wheelchair indicator and wheelchair accessible train
carriages.
Visual indicator
Bus interchanges
Special boarding and alighting berths
wheelchair accessible buses

14. STRATEGIC DIRECTION-
• Improve reliability and availability of
train service through preventive and
predictive maintenance and system
renewal.
• Intensify work on infrastructure
renewal programmes such as
resleepering, re-signalling and
traction power systems.
• Engage authorities to accelerate train
renewal and facility expansion
programmes.
• Collaborate with agencies and
institutions on energy management,
reliability enhancement and customer
experience.