Blueprint - Railways Mumbai - Indore

Service Standards And Scripts

Enquiry Stage

Reservation Stage

Boarding Stage

Journey Stage

Arrival at the station

Booking office or Booking counter, Sound and Tone of the Representative

Physical Evidence

Booking office OR Booking counter, Sound And tone of the person & ticket

Railway station, tea stalls, voice of announcements, train appearence

The list of

The seats, toilets, windows,

The noise of the train, the tracks and signals

The ticket checker's uniform, the list of passengers

Food, pillows

passengers

cleanliness

and sheets

Rlway station, tea stalls, voice of announcements , train

Enquiry

Reservation

Arrives at the station for boarding & hires the coolie

Check the list or PNR status

Boards the

Journey

Gets ticket

train

starts

checked

Receives Food and Facilities like bedding

Arrives at the destination & hires a coolie

Customer

Line of Interaction

Contact Person (Visible)

Gives the required information

Line of Visibility

Issues the

Takes the bags

Ticket

to the boogie

Ticket checker checks the ticket

Delivers food and bedding

Takes the bags to the taxi

Preparation of the list & Invisible Process puttng it at required places

Line of Internal Interaction

Motorman drives the train

Database & reservation System

If Available or Waiting list

Rail Traffic Operators

Provided with the list of passengers and other infomation.

Prepare food and clean the bedding

A potential customer comes for enquiry regarding the number of trains between two particular places, their timetable, the avai tickets, fares, etc. The person at the counter refers to the centralised database and reservation system and accordingly g information. If the information is favourable( tickets available or in waiting list), and if the potential customer has decided to m reservation, the database system accordingly sends information to the reservation counter. The person at the reservation coun ticket to the customer. Then the customer arrrives at the railway station on the date o the reservation made. He hires a coolie w the luggage to the train in which the customer is supposed to board, and deposits the luggage in the boogie where his seat is The customer to make sure that there is no mistake in the reservation/ or to see the status of his reservation checks the PNR s list stating the PNR status, is put up at the railway station on a notice board by the railway employees.Once everything is in o customer/passenger boards the train. The journey starts with the motorman starting the engine as per the instruction of rail operators. The journey is then monitored and guided by the rail traffic operators through signals and instructions at stations and motormen. Meanwhile during the journey, the ticket checker arrives with a list of pasengers and information on their journey. H the infomation given to him with the tickets of the passengers. Subsequently, the attendant in the bogie, provides food and b facilities to the passengers. This facility is provided by the stores and maintained by other railway employees. Many other r employees provide pasengers with food and beverage facilties at different stations. The customer/passenger finally reache destination and gets down from the train with his luggage. He hires a coolie who takes the luggage wherever the passenger ins to on the railway premises.

cular places, their timetable, the availability of eservation system and accordingly gives potential customer has decided to make the . The person at the reservation counter issues reservation made. He hires a coolie who takes gage in the boogie where his seat is reserved. of his reservation checks the PNR status. The y employees.Once everything is in order, the e engine as per the instruction of rail traffic gnals and instructions at stations and driven by rs and information on their journey. He checks ant in the bogie, provides food and bedding her railway employees. Many other railway he customer/passenger finally reaches the luggage wherever the passenger instructs him