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The Service quality of Tainan train station

Analyzing service quality at Tainan Train Station to improve customer satisfaction through flowcharts and service design.

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The Service quality of Tainan train station

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  1. The Service qualityof Tainan train station Teacher：James Stanworth Student： 4900F021 Afra 4900F006 Ann 4900F028 Clair 4900F045 Cora 4900F039 Doreen Date：2005.05.27

  2. Catalog Introduction Tainan Train Station what is Flower of service? what is flow chart? Aims Method Findings Flower of service Service design—Flowchart Problem &Advice Conclusion Ann; Cora; Afra; Doreen; Clair

  3. Background to the business—Tainan Train Station Called the post of Tainan according to period on day at the railway station of Tainan. The initial station room was built in May of 1900, and it was a building of a foreign style. Ann; Cora; Afra; Doreen; Clair

  4. Background to the theory—what is Flower of service? Facilitating Services Information Order Taking Billing Payment Enhancing Services Consultation Hospitality Safekeeping Exceptions Ann; Cora; Afra; Doreen; Clair

  5. 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

  6. 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

  7. 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

  8. Core Findings Facilitating services Information Payment Order Taking Billing Information Order-Taking Billing Payment Ann; Cora; Afra; Doreen; Clair

  9. Core Findings Consultation Exceptions Hospitality Safekeeping Consultation Hospitality Safekeeping Exceptions Ann; Cora; Afra; Doreen; Clair

  10. TimeLine Act 1 Find parking space PUSH w Enough parking space F1 F2 Temporary parking lot • Policeman • Other cars Ann; Cora; Afra; Doreen; Clair

  11. Line up • Attendant w Waiting room seat • Multimedia • Pick a number for quireing Clean the seat Window • Indicator board • Waiting room seat Ann; Cora; Afra; Doreen; Clair

  12. Question PUSH • Attitude kind of attendant w • Understand • Quick reply F3 • Attitude is bad • Train Timetable • Announcement is clear and accredit • Staff have the knowledge to answer • customer question Ann; Cora; Afra; Doreen; Clair

  13. Refer to Date, Time, place Check Availability Databases Capacity/Reservations Orders and billing Train report Inventory/Purchases Ann; Cora; Afra; Doreen; Clair

  14. Decide to buy w • Quick movement Confirm ticket’s information • Attitude • Quick movement • Uniforms is clear Ann; Cora; Afra; Doreen; Clair

  15. Confirm Date, Time, place Confirm Date, Time, place Insert Booking Maintain System Databases Capacity/Reservations Orders and billing Train report Inventory/Purchases Ann; Cora; Afra; Doreen; Clair

  16. Payment and take ticket • Correct calculate • Correct ticket w • Attitude F5 • Quick movement • Ticket • Return money Windows；service people Ann; Cora; Afra; Doreen; Clair

  17. Cash Qiue ticket Receipt money& customer take ticket Databases Capacity/Reservations Orders and billing Train report Inventory/Purchases Ann; Cora; Afra; Doreen; Clair

  18. Act 2 Waiting • Information of waiting w • Seat • Multimedia (TV) TV F4 • Seat • Dustbin • Multimedia (TV) • Left luggage lockers Ann; Cora; Afra; Doreen; Clair

  19. Maintain Facilities Ann; Cora; Afra; Doreen; Clair

  20. Use restroom • Cleanliness • Supplies • Often cleaned • Restroom Clean Ann; Cora; Afra; Doreen; Clair

  21. Inspect frequently Maintain and clean Restroom supplies storage Supplies purchase/delivery Ann; Cora; Afra; Doreen; Clair

  22. Platform w Telephone vending machine cleaner Attendant Ann; Cora; Afra; Doreen; Clair

  23. Punch the ticket Ann; Cora; Afra; Doreen; Clair

  24. Train Act 3 Train coming-in station PUSH On time take care passenger’s safe w Attitude Train Ann; Cora; Afra; Doreen; Clair

  25. Broadcast of Computer sound Information of the train arrives Maintain Facilities Databases Capacity/Reservations Orders and billing Train report Inventory/Purchases Ann; Cora; Afra; Doreen; Clair

  26. Passengers Line up to get on the train w Attendant direct F6 • Train carriage has a clear number Ann; Cora; Afra; Doreen; Clair

  27. keeps order Confirm to passengers in safe to get on the train. F7 Arrange attendant Databases Capacity/Reservations Orders and billing Train report Inventory/Purchases Ann; Cora; Afra; Doreen; Clair

  28. Train leave station • Time w Train • Attitude Ann; Cora; Afra; Doreen; Clair

  29. Confirm time and press the alarm bell Databases Confirm leave station and communication system Capacity/Reservations Orders and billing Train report Inventory/Purchases Ann; Cora; Afra; Doreen; Clair

  30. Problem &Advice problem suggestions To cooperate with business, customers have more temporary parking F1：Only temporary parking F2：Not enough parking space F3：Bad attitude Superintendent can hold employees of discipline on a regular time schedule, keep service base F5：Long queue F4：Multimedia equipment not enough Increase equipment, let customer Can reconcile bored in wait for train. F6：Customers are not kept in order Ann; Cora; Afra; Doreen; Clair

  31. Conclusion Propose that a railway of Taiwan can put out the scheme of promoting, develop the new traveler, and stabilize the old customer. END Ann; Cora; Afra; Doreen; Clair

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