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    Railways Blueprint

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    bluewall
    1. The document outlines the various stages a customer goes through when traveling by train between Mumbai and Indore, including enquiry, reservation, boarding, the journey, and arrival at the destination. 2. At each stage, the customer interacts with railway employees such as those at the booking counter, reservation counter, and ticket checker. They also experience physical evidence like the cleanliness of the train. 3. Behind the scenes, railway employees maintain databases and reservation systems, prepare food and bedding, and ensure the safe running of the train through signal operators and the motorman.

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    Attribution Non-Commercial (BY-NC)
    Download as XLS, PDF, TXT or read online from Scribd

    Railways Blueprint

    Uploaded by

    bluewall
    937 views3 pages
    1. The document outlines the various stages a customer goes through when traveling by train between Mumbai and Indore, including enquiry, reservation, boarding, the journey, and arrival at the destination. 2. At each stage, the customer interacts with railway employees such as those at the booking counter, reservation counter, and ticket checker. They also experience physical evidence like the cleanliness of the train. 3. Behind the scenes, railway employees maintain databases and reservation systems, prepare food and bedding, and ensure the safe running of the train through signal operators and the motorman.

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    1. The document outlines the various stages a customer goes through when traveling by train between Mumbai and Indore, including enquiry, reservation, boarding, the journey, and arrival at the destination. 2. At each stage, the customer interacts with railway employees such as those at the booking counter, reservation counter, and ticket checker. They also experience physical evidence like the cleanliness of the train. 3. Behind the scenes, railway employees maintain databases and reservation systems, prepare food and bedding, and ensure the safe running of the train through signal operators and the motorman.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as XLS, PDF, TXT or read online from Scribd
    Download as xls, pdf, or txt
    937 views3 pages

    Railways Blueprint

    Uploaded by

    bluewall
    1. The document outlines the various stages a customer goes through when traveling by train between Mumbai and Indore, including enquiry, reservation, boarding, the journey, and arrival at the destination. 2. At each stage, the customer interacts with railway employees such as those at the booking counter, reservation counter, and ticket checker. They also experience physical evidence like the cleanliness of the train. 3. Behind the scenes, railway employees maintain databases and reservation systems, prepare food and bedding, and ensure the safe running of the train through signal operators and the motorman.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as XLS, PDF, TXT or read online from Scribd
    Download as xls, pdf, or txt
    of 3

    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

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