The Service qualityof Tainan train station

Teacher ： James Stanworth

Student ：

4900F006 Ann

4900F045 Cora 4900F039 Doreen

4900F028 Clair4900F021 Afra

Date ： 2005.05.27

CatalogCatalog

Aims

Ann; Cora; Afra; Doreen; Clair

Method

Introduction

Tainan Train Station what is Flower of service? what is flow chart?

Findings Flower of service Service design—Flowchart

Problem &Advice

Conclusion

Ann; Cora; Afra; Doreen; Clair

Background to the business—Tainan Train Station

Called the post of Tainan according to per

iod on day at the railway station of Tainan.

The initial station room was built in May of 1

900, and it was a building of a foreign style.

Ann; Cora; Afra; Doreen; Clair

Background to the theory—what is Flower of service?

Facilitating Services

InformationOrder TakingBillingPayment

Enhancing Services

ConsultationHospitalitySafekeepingExceptions

Ann; Cora; Afra; Doreen; Clair

Background to the theory—what is flow chart?

Service design is a complex task that

requires an understanding of how the

core and supplementary services are

combined to create a product offering

that meets the needs of target customers

Ann; Cora; Afra; Doreen; Clair

Aims

Let train management understand require of customer.

Show what the service delivery system is for the train station.

Let train management understand the advantages and defects of the service in the train station.

According to the analysis, give suggest to the train station how to improve the level of the satisfaction customer.

Ann; Cora; Afra; Doreen; Clair

Method

We check through midterm report before.

We went to the train and buy tickets.

We ask about train management and suggestion of customer.

Understand all buy tickets process and take down.

Made flow chart and flower of service of the flow chart.

Analyze processes of buy tickets problem.

Analyze processes of flower flow chart.

Arrange the conclusion and suggestion.

Ann; Cora; Afra; Doreen; Clair

Findings Facilitating services

Core

InformationPayment

BillingOrder Taking

Information

Order-Taking

Billing

Payment

Ann; Cora; Afra; Doreen; Clair

Findings

Safekeeping

Core

Consultation

HospitalityExceptions

Consultation

Hospitality

Safekeeping

Exceptions

PUSH

Ann; Cora; Afra; Doreen; Clair

Enough parking space w

F1

F2

Temporary parking lot Policeman

Other cars

Find parking space

Act 1TimeLine

Ann; Cora; Afra; Doreen; Clair

Attendant

Waiting room seatMultimediaPick a number for quireing

Clean the seat

w

WindowIndicator boardWaiting room seat

Line up

Ann; Cora; Afra; Doreen; Clair

Attitude kind of attendantUnderstandQuick reply

Attitude is badTrain TimetableAnnouncement is clear and accreditStaff have the knowledge to answer customer question

w

F3

QuestionPUSH

Ann; Cora; Afra; Doreen; Clair

Refer to Date, Time, place

Check Availability

Capacity/ReservationsOrders and billingTrain reportInventory/Purchases

Databases

Ann; Cora; Afra; Doreen; Clair

Quick movement

Confirm ticket’s information Attitude

Quick movementUniforms is clear

Decide to buy

w

Ann; Cora; Afra; Doreen; Clair

Capacity/ReservationsOrders and billingTrain reportInventory/Purchases

Databases

Confirm Date, Time, place

Confirm Date, Time, placeInsert Booking

Maintain System

Ann; Cora; Afra; Doreen; Clair

Correct calculateCorrect ticketAttitude

Quick movementTicketReturn money

Windows； service people

Payment and take ticket

w

F5

Ann; Cora; Afra; Doreen; Clair

Capacity/ReservationsOrders and billingTrain reportInventory/Purchases

Databases

Cash

Qiue ticket

Receipt money& customer take ticket

Ann; Cora; Afra; Doreen; Clair

w

F4

Information of waitingSeatMultimedia (TV)

Waiting

SeatDustbinMultimedia (TV)Left luggage lockers

TV

Act 2

Ann; Cora; Afra; Doreen; Clair

Maintain Facilities

Ann; Cora; Afra; Doreen; Clair

CleanlinessSuppliesOften cleaned

Use restroom

Restroom Clean

Ann; Cora; Afra; Doreen; Clair

Inspect frequentlyMaintain and clean

Restroom supplies storageSupplies purchase/delivery

Ann; Cora; Afra; Doreen; Clair

w

Telephonevending machinecleanerAttendant

Platform

Ann; Cora; Afra; Doreen; Clair

Punch the ticket

PUSH

Ann; Cora; Afra; Doreen; Clair

wOn timetake care passenger’s safe

Train coming-in station

AttitudeTrain

Train

Act 3

Ann; Cora; Afra; Doreen; Clair

Capacity/ReservationsOrders and billingTrain reportInventory/Purchases

Databases

Broadcast of Computer sound

Information of the train arrives

Maintain Facilities

Ann; Cora; Afra; Doreen; Clair

w

F6

Attendant direct

Passengers Line up to get on the train

Train carriage has a clear number

Ann; Cora; Afra; Doreen; Clair

Capacity/ReservationsOrders and billingTrain reportInventory/Purchases

DatabasesF7

keeps order

Confirm to passengers in safe to get on the train.

Arrange attendant

Ann; Cora; Afra; Doreen; Clair

wTime

Attitude

Train leave station

Train

Ann; Cora; Afra; Doreen; Clair

Capacity/ReservationsOrders and billingTrain reportInventory/Purchases

Databases

Confirm time and press the alarm bell

Confirm leave station and communication system

Ann; Cora; Afra; Doreen; Clair

Problem &Advice

problem

F1： Only temporary parking

F2： Not enough parking space

suggestions

To cooperate with business, customers have more temporary parking

F3： Bad attitude

F5： Long queue

Superintendent can hold employees of discipline on a regular time schedule,keep service base

F4：Multimedia equipment not enough

F6： Customers are not kept in

order

Increase equipment, let customer Can reconcile bored in wait for train.

Ann; Cora; Afra; Doreen; Clair

Conclusion

Propose that a railway of Taiwan can

put out the scheme of promoting,

develop the new traveler, and stabilize

the old customer.

END