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PROFILE OF BEST UNDERTAKING
Type: Autonomous State-owned enterprise
Founded: Mumbai (1873)
Headquarters: Mumbai, India
Industry: Public transport, Electricity
Revenues:Rs. 2,353.40 cr. (2004)
Employees: 44, 000 (2005)
Website:www.bestundertaking.com
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INDEX:
SR.NO CONTENTS PAGE NO.
1. INTRODUCTION OF B.E.S.T 5
2. HISTORY OF BEST BUSES 8
3.
ROUTES9
4. TYPES OF BUSES 11
5. SERVICES 15
6. Go Mumbai smart card 25
7. Kaizen 26
8. TQM in Personnel 27
9. Result 31
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INTRODUCTION OF B.E.S.T
Organizational Information
Mumbai the capital of Maharashtra, worldwide known as the commercial capital
of India, is a cluster of seven islands spread over a vast area of 430 sq.kms. It's
western borders reaching upto Dahisar and Eastern borders upto Mulund.
Significantly contributing to the industrial development of India, this city has it's
'Arteries' in the form of Central andWesternRailways. Notless importantly than
that, BEST's Bus Service running across the vast area of Brihan Mumbai limits,
can be very well called the blood vessels of this metropolis.
The transportation wing of Brihanmumbai Electric Supply and Transport
Undertaking operates a large number of bus lines in the Mumbai metropolitan area.
These buses are called BESTorB.E ST bus. BEST bus serves the entire Mumbai
City. It also has operation outside city limits into neighboring Navi Mumbai,
Thane and Mira-Bhayandar. The BEST also operates bus rapid transit service -
Mumbai BRTS. Mumbai BRTS is a massive Bus Rapid Transit System taken up
by the MCGM, B.E.S.T Undertaking, and Government of Maharashtra. The
Mumbai BRTS began operation in 2008.
In 1873, the Bombay Tramway Company Limited was given the license to operate
trams in the city. The Bombay Municipal Corporation (BMC) was given the right
to purchase the company after first twenty-five years, or after every period of
seven years thereafter. In 1874, the Bombay Tramways Act was enacted after the
contract was formally signed between the Municipality and the Company to start
such a tramway service. The Municipality could have taken over the Company in
1894 as stipulated by the contract, but it waived the right and the Bombay
Tramway Company Limited was given extension till 1901. In 1899, the Company
applied to run its tram-cars on electricity. It also filed a plea that considering heavyexpenditure the company will occur the Municipality should waive its right of
taking it over in 1901. But even before the application was disposed of, the
Municipality decided to exercise its right to take over the Company. In 1905, The
Bombay Electric Supply & Tramways Company Limited (B.E.S. & T Co.Ltd)
bought the Bombay Tramway Company Limited.
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On 9 May 1874, the company started Hourse-drawn tram operation. It introduced
two kinds of trams on road - those drawn by one horse and those drawn by two.
Initially the company started with a fleet of20 cars and 200 horses. Because it was
an unfamiliar vehicle and high fare the tram-car was not at first received with the
enthusiasm shown for the railway. The company brought down the fare and made
special effort to persuade the public that tram was cheap, fast and smooth.
Formation of the Bombay Electric Supply & Tramways Company
Limited -
Mumbai first electric tram car began operations in 1907.
In 1905, a newly formed concern The Bombay Electric Supply & Tramways
Company Limited (B.E.S. & T Co.Ltd) bought the Bombay Tramway Company
Limited and the first electrically operated tram-car appeared on Mumbais roads in
1907.
B.E.S. & T Co.Ltd placed order for the city's first electric tram-car with the Brush
Electrical Company of London. The vehicle arrived in Mumbai in January 1906.
The service was formally inaugurated on 7 May 1907 by the Chairman of theMunicipality. The inaugural service ran between Municipal Office building and
Crawford Market. Regular services started from next day. Unlike the horse drawn
tram, electric tram drew praise from public for its comfort and low fare. The Upper
Class in the tram-cars was removed after some time. By 1910 the company faced
rush hour traffic during office hours and there were not enough trams to cope with
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the office goers. The company asked for permission to run a triple car and allow
standees on tram, the first was rejecting and later discontinued in 1914.
Double-decker electric trams were introduced in September, 1920 to ease rush
hour traffic.
To handle rush-hour traffic double-decker trams were introduced on Mumbais
roads in September, 1920.
The BEST has been fully conscious of the alarming levels of pollution in cities.
With modern and reliable technology, the BEST has been making constant efforts
not only to keep pollution level under control, but minimize it. Keeping this viewin mind the BEST has introduced CNG buses, i.e. buses run on Compressed
Natural Gas in the Golden Jubilee year. CNG run buses being almost pollution free
as compared to the diesel run buses their introduction on Mumbai roads has proved
the responsibility of public transport.
The BEST has a well-equipped Training Center for the traffic staff and designed
program to reeducate them on such relevant topics as fuel conservation, safety
measures, behavior with the public etc. Training is also imparted in Refresher
Courses to improve driving habits of the drivers under which officers check the
habits of drivers constantly and as a result of which there is a great reduction in
accidents. In the Refresher Courses, the stress is on image revamp from a mere
BEST employee to a concerned individual who cared for passenger comfort, The
accident prevention wing of the BEST has an accident prevention van with safety
slogans and equipped with instructive audio-visual programs.
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HISTORY OF BEST BUSES:
The Bombay Tramway Company limited was formally set up in 1873. The
Mumbai Municipality was given the right to buy up the concern after the first 25 or
after every period of 7 years thereafter. After this contract was entered into
between the Bombay Tramway Company and the Municipality, the Government of
Mumbai enacted the Bombay Tramways Act, 1874, under which the company was
licensed to run a tramway service in the city. The tram cars were of two kinds of
those drawn by one horse and those drawn by two. In 1905, a newly formed
concern, The Bombay Electric Supply and Tramways Company Limited bought
the Bombay Electric Supply and Tramway Company and the first electricallyoperated tram car appeared on Mumbais roads in 1907. To overcome the problems
of rush hours the BEST Company introduced the Double Decker trams were
introduced in September, 1920.
Mumbai saw its first bus run on 15th
July, 1926. The people of Mumbai received
the bus with enthusiasm, but it took quite sometimes before this means of
conveyance really established itself. For several years, it was like upon as transport
for the upper middle classes. Those were the days when the poor mans transport,
carried one all the way from Sassoon Dock to Dadar for a mere on paisa and a halfthat was nine paisa. The bus fare for the same journey was four paisa that is 25
paisa.
Double deck buses were introduced in 1937 in order to cope better with the
growing traffic. The first limited bus service in Mumbai, and probably the first in
the country as well, started running in 1940 between Colaba and Mahim.
Thus, the Bombay Electric Supply and Transport Company were municipalized
and came to be known as Bombay Electric Supply & Transport Undertaking. The
BEST has completed 50 years of its municipalisation on 7th August, 1997.
The city of Mumbai has grown from a small trading center 50 years and now
rightly called the first commercial capital of India. Mumbai Electric Supply
&Transport Undertaking, popularly known as BEST has scored many firsts in
the countrys life and established many records. The changeover from horse driven
trams to buses has been spectacular.
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ROUTES:
The routes operated by the BEST can be broadly classified in the following
categories.
1) Feeder Routes:These routes which feed the railway station either from the
residential complexes or Business Districts.
2) East-West Connectors:These are the routes, which run East/West, where
railways have no role to play and connect the Western Suburb with the Eastern
suburb.
3) Trunk Routes:These routes run South-North through the city and are almost
parallel to the railways.
4) BRTS Routes :These route runs on Western, and Easter Express Highways, to
provide faster services to the commuters.
The primary role of the BEST is to supplement Suburban Rails, which is the mass
carrier. It is for this reason that BEST always gives priority for feeder routes and
thereafter for East-West connectors where the railways have absolutely no direct
role to play. The third priority is the long distance trunk route, which is analternative to Suburban Railways, apart from being inter-corridor link between
Suburbs and City.
The BEST always gets suggestions for introducing new routes. These suggestions
are categorized into the above mentioned groups. While introducing new operation
on any new road the following requirement are insured for maintaining the quality
of services.
(1)The road is municipalized.(2)The road is bus worthy and wide enough to allow the passage of two.(3)There are no overhead obstructions in the form of cables / tress branches.(4)There are enough streetlights.(5)Traveling will be comfortable.(6)There is a good turning circle at the terminating point.
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At this stage it is necessary to state that when every commuter desires a direct
connection, he should realize that it is not always possible to inter connect every
point with a direct route. One change is absolutely inevitable in any city transport
network. In spite of this the BEST tries to provide a direct connection wherever
absolutely required but specific access to some areas is available with one
changeover. For convenient changeovers, the Undertaking has introduced Bus Pass
Scheme, and Daily Travel As you like passes. With these passes the commuter
can easily changeover on parallel routes, and can enjoy multiple journeys.
The common citizen of Mumbai is obviously not aware of many surprising
features of the BEST's Bus Service. Just to state a few examples :
Bus Route No. 166 - plies on roads interconnecting maximum Hospitals.
Bus Route No. 161 - This route covers on the way maximum Oil Reservoirs andunpopulated areas in Eastern wings of the city.
Bus Route No. 9 - A network of large number of school and colleges is
interwoven by this route.
Bus Route No. 320, 22ltd., 25ltd. - These routes have an outstanding feature of
connecting two largest water reservoirs of the city.
Bus Route No. 66Ltd Special Night Trips are available on this bus route.
Examples :
BUS NO. TYPE FROM TO
249 ORD ANDHERI STATION (W) VESAVE-YARI ROAD
251 ORD ANDHERI STATION (W) VESAVE-YARI ROAD
250 ORD ANDHERI STATION (W) GILBERT HILL
257 ORD ANDHERI STATION (W) J.V.P.D.BUS STATION
259 ORD ANDHERI STATION (W) GORAI DEPOT
268 ORD ANDHERI STATION (W) ANDHERI STATION (W)
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TYPES OF BUSES
Now days the BEST management improving and upgraded their service quality by
the help of lunching the new and modern buses like The BEST (Bombay Electric
Supply & Transport) buses run all over the city and are numerous. There are the
single buses and the red double Decker variety. Bus routes are written in Hindi on
the front and side of the bus however English is often given on signs at bus stops.
BEST Bus Facts (As of January 2010):
y About 45 lakhs people travel daily in Mumbai via bus.y Total number of buses in Mumbai is about 3500.y Approximately 350 to 370 routes there in Mumbai.y Approximate speed of bus is 12 to 15 kms per hour
There are three Basic types of Busses:-
1)Ordinary Bus.The Ordinary Bus takes longer time to reach destination as it stops at most
locations.
2)Limited Bus.The Limited Bus stops at only important locations. The only disadvantage of
travelling through Bus is you get tired very soon and that is thanks to the
pollution and crowd during peak hours.
3)AC Bus.The AC bus is a very economical way of transportation.
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NEW LAUNCHED BUSES
Midi Buses
The areas in which it was not possible for the BEST to
operate the conventional buses due to narrow roads, the
BEST has introduced Midi Buses at such places. It thus
goes on with its ultimate aim of providing a BEST bus
service to every nook and corner of the city. These are
all the new buses which are lunched by BEST buses
management now days they are more concern about
the customers retaliation and the customer satisfaction. Thats why the best had
taken decision to improve the service quality. And now they are providing the new
and updated services to the customer to gain the customer satisfaction.
CNG Buses (Compress Natural Gas) -
The demand for petroleum products in India has been
increasing at a rate higher than the increase in domestic
availability. At the same time there is continuous pressure
on emission control through periodically tightened
regulations particularly for metropolitan cities. In the wake
of this situation there is an urgent need to promote use of
alternative fuel as substitute for HSD. Among the options
Compressed Natural Gas has received a great deal of
attention and has been already applied successfully to some of the BEST buses
(first time in India). The BEST is planning to increase the strength of CNG buses
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in its fleet. BEST currently has 1500+ environment friendly CNG (compressed
natural gas) buses on its fleet and plants to increase the number of buses.
CNG can be used in the existing SI/CI engines with minor modifications -
y Availability in abundance.y CNG is a clear burning fuel, with no black smoke and very low particulate
emissions. Thus CNG engine is environmental friendly.
y CNG being lighter than air diffuses upwards.y CNG is very safe fuel due to its very narrow flammability limits.y Excellent knock resistant, lower compression ratio. Lower rates of pressure
rise and low peak cylinder pressures.
y Low noise level of the engine. This will add to passenger comfort
A/C Buses
BEST undertaking has introduced the new services to Mumbai commuters called
as BRTS King long AC buses which are Volvo type buses with fully air
conditioned.
In an honest effort to attract the private vehicle owners to BEST buses and thereby
reduce the congestion to some extent on Mumbai city roads, which affects the
mobility of vehicles, BEST has introduced 71 Air-conditioned buses, including 20
newly introduced King Long make buses.
There are two types of services available, AC Standard and AC Express.
AC Standard bus services are having more stoppages as compared to AC Express
bus services which take minimum stoppages and are mostly from point to pointtype of service. You can identify the normal route which starts from the letter AS
and an express bus route start with the letter ACEXP.
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The salient features of these buses are:-
y Luxury seats with soft transom fabric.y Completely Air-conditioned passenger saloon (for A/C Buses).y Carpeted flooring.y Wide corridor for easy movement.y Stanchion bars for safe movement in the
corridor (for Luxury Buses).
CNG powered Mini bus
This bus is built on a very high floor type chasis.Even higher than the conventional non MUTP
buses.
It is Ashok Leyland engine that is built on an ecometchasis as the steering wheel
and instrument panel are from the ecomet range and the unconventional seating
style with only one door in the front leads to problems for the passengers getting in
and out even though the door is wider than the normal ones.
Double-decker busesA double-decker bus is a bus that has two storeys or 'decks'.Mumbai has operated double-decker buses since 1937. They are operated by the
Brihan Mumbai Electric Supply and Transport undertaking.
Double-decker BEST buses are Mumbai's heritage and pride. These red buses were
unfortunately relegated to only Churchgate-CST-Colaba to NCPA and some
suburban areas.
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SERVICES:A.Frequency:
The frequency of the BEST buses should be appropriate. It should not be
very low as it will affect the bus service and the buses will be very crowded.
However it should also not be too high because it may result in buses going
with very less commuters resulting in wastage. The right frequency should
be decided. Usually during lunch time the frequency of the bus is very less.
This can be improved by setting different lunch times for the conductors and
drivers of the respective buses. If possible there should also be flexibility in
the buses like if a bus of a particular destination is going very crowded and a
bus of another destination is going almost empty then the bus which is going
empty can be converted into the bus number which is very crowded.
B.Facilities:BEST believes that it has a social obligation towards the city where it has
grown. As such it is felt essential to provide concession to certain sections of
society. A few schemes are listed below.
1. Free Travel Facility:Presently, the BEST provides free travel facility to the freedom
fighters. One person accompanying the freedom fighter is also
permitted to travel free. Municipal Councilors and Non-Councilor
Members of the BEST Committee are also permitted to travel free onBEST buses. Adhoc Members of Legislative Assembly and
Legislative Council, accompanied by his wife and Female Members
accompanied by any one viz. husband, son, daughter, father, mother,
brother or sister are allowed to travel free on BEST buses. Police
personnel are allowed to travel free on BEST buses against an ad-hoc
payment of compensation towards free travel facility by the
Government of Maharashtra. This facility of free travel however is not
available on Luxury and Air-Conditioned services.
2. Concessional Fare:Children below 12 years of age are charged concessional fare. Student
studying upto Higher Secondary and upto the age of22 years are
charged concessional fare. Persons who are 60 % and above,
permanently Orthopaedically handicapped are charged concessional
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fare. Blind persons are charged a flat fare of Re.1/- per journey.
Concessional fare facility is not available on Luxury and Air-
Conditioned Services.
3. Reservation of Seats:The BEST has reserved 3 seats for handicapped person, 2 seats for
Senior Citizens and 6 seats for lady passengers in the Single Decker
buses. In the Double Decker buses it has reserved 3 seats each for lady
passengers and handicapped persons and 2 seats for Senior Citizens.
4. Front Door Entry:The BEST have permitted physically and mentally handicapped
persons, senior citizens, and expectant mothers to board the bus from
the front door except at starting point.
5. Passenger Refund Claims:In case the conductor does not have enough change to return the
balance of the passenger, he writes on the back of the ticket the
amount of balance due and authenticates the same. Such a ticket is
treated as a receipt by the BEST. The passenger can claim the balance
amount from Ticket & Cash Department, head office at Wadala after
producing the ticket.
6. Lost Property:The lost property section of the Transport Division is in existence
prior to the municipalisation of the BEST Undertaking in the year
1947. Initially the Lost Property section was at Colaba Depot,
Transport House and it was subsequently shifted to 2nd floor of
Wadala Depot, Administrative Building with effect from 01/02/1980.
As per Act 132(4) of Bombay Motor Vehicle Rules 1959 (New
rule 122 of Maharashtra Motor Vehicles Rules 1989), the Lost
Properties were required to be handed over to the Police Department,
However the BEST Undertaking has been exempted from theprovision of rule 132(4), and therefore all such articles are deposited
in the Lost Property Section of the Undertaking.
The articles found by the conductor or any other member of
staff in the bus or in the premises of the Undertaking are handed over
to the nearest Bus Terminus Starter, who sent it to the concerned
Depot. These articles are then forwarded to the Lost Property Section.
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On receipt of such articles from Depots to Lost Property Section the
same are entered in the register maintained for the purpose. A letter of
appreciation is issued to the member of staff who deposits lost
property articles. If the value of the article deposited is Rs.2000/- or
more then the concerned member of staff is recommended for cash
reward / appreciation letter
7. Disaster Management:In the event of disruption of rail services the BEST operates additional
buses in the area of disruption. Timely actions are taken with the help
of our communication system. The BEST has a disaster management
plan in place to tackle any difficulty. It even has a IN-HOUSE CORE
TEAM FOR DISASTER MANAGEMENT AT DEPOT LEVEL. The
BEST has even identified possible flood points in different divisions
and has a diversion plan in place to tackle if a situation of flood arises.
8. Helpline facilities:BEST is working hard to improve the quality of services given to the
commuters. Authorities closely monitor the services for maintaining
the Punctuality, Reliability, and Regularity. It is said that the city can
be considered as normal if the BEST bus is seen plying on its roads.
BEST gets immense satisfaction when a bus is seen plying during the
heavy monsoon when everything else stands still. Just as food,
clothing and shelter are considered to be the basic needs, in the samemanner the BEST bus also has become an integral part in the life of
the citizens of this Mumbai. Passenger's suggestions, queries, and
complaints are heard/examined and rightful decisions are taken.
In case of general bus operation information and in emergency
one can contact at the toll Free Number 1800 227550. Numbers are
also given on the BEST website which can be used at the time of
Refund of Passenger Balance, Accident and Claims and Lost Property
Claims. One can also get the name of the Depot Manager as well as
the contact number of all the depots at the website of BEST.
9. Grab Handles on BEST Buses:M/s. Admire Sign & Display Pvt. Ltd., a firm engaged in business of
advertising has replaced the old grab handles with those of
international design and standard. These Grab Handles are patented
product and would be maintained by them. The space on grab handles
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will be sold by them as an advertisement space at their cost and the
revenue will be shared with BEST on a fixed income per bus per
month.
New upgraded services
(1) Zero Waiting Plan(2) Growing fleet(3) Festival Operation Plan(4) Ladies special(5) Operation of Midi Buses(6) Excursion Action Plan
(1) Zero Waiting Time Plan The BEST operates buses with Zero Waiting Time concept on different routes
during the Morning and Evening peak hours to have faster clearance of heavy
passenger traffic outside Railway Stations and major
residential/commercial/CBD Areas. The BEST ensures that a bus is always
waiting for a passenger rather than having it the other way round. The plan is
designed keeping in mind the volume/period of traffic with a view to encourage
use of Public Transport and discourage use of private and Intermediate Personal
Transport modes like Taxis and Auto rickshaws. The important points of
operation are Bhatia Baug, NCPA, World Trade Center, etc.
(2)The Growing Fleet
The Undertaking applied itself to improving its service in many of its aspects, but
the prime need was for increasing the number of buses. Since its inception in
August 1947, the Undertaking has been making a well-planned effort to meet theneed. Every year brought new vehicles. In 1947, 242 vehicles were on the roads. In
ten years the number swelled to 582.
A double-decker bus was more suitable than a single-decker one, for occupying no
more road space than the latter and with only one driver; it carried one and a half
times as many passengers.
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Excursion Services
BEST in collaboration with the Maharashtra Tourism Development Corporation,
has introduced a special heritage tour with effect from 26th January 1997, in an
Open Deck Bus in South Mumbai.Ground bookings
Operation beyond municipal limits
Bust transport in suburbs
More facilities for passenger
Ferry services
Bus fares
The excursion services can be better explained with the help of following chart -
(1) Ground Bookings For the convenience of the passenger the Undertaking has implemented ground
booking scheme at the prominent locations during peak hours.
(2) Operating Beyond the Municipal Limits The BEST operates inter-city services to three different areas beyond the
Municipal limits of Mumbai city, i.e. into the limits of the bordering corporations.
EXCURSION
SERVICES
GROUNDBOOKINGS
OPERATION
BEYOND THE
MUNICIPALLIMITS
FERRY
SERVICES
BUS
SERVICES
MORE
FACILITIES
TO JOURNIES
BUSTRANSPOT
IN
SUBURBAN
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The three areas are as follows:
1)Navi Mumbai -Due to the closure of the Bombay Metropolitan Transport Corporation, the BEST
management was requested to extend some of its services from Mumbai to Navi
Mumbai, in order to relieve the hardships faced by the commuters of NaviMumbai.
2)Mira-Bhayander-Citing the reference of the BEST operation in Navi Mumbai area, the Chairman,
Mira-Bhayander Nagar Palika and the residents of that area requested the BEST to
extend the service in their jurisdiction.
3)Thane-The Mayor, Thane Municipal Corporation had requested the BEST, on behalf of
the residents of the Thane area, to extend a few services of BEST into the
jurisdiction of Thane Municipal Corporation.
Transport is the lifeline of any city, and BEST being the monopoly stage carriage
Operator of this great Metro, it becomes the prime duty of BEST to ensure the
development of the satellite townships by providing a proper transport network. No
city or township can develop, if the Transportation, and Communication network is
not proper and it is here that the onus of developing a transport network falls on the
BEST.
(4)Bus Transport in Suburban -The Bandra Bus Company used to run the bus service in the Western suburbs. As
the Company refused to comply with the Regional Transport Authoritys order that
only the main road in those suburbs should be used for the service, the Authority
requested the B.E.S.T. undertaking to take it over immediately. That was on 30th
September, 1949. The request was more of a challenge - for it meant assuming the
responsibility of providing transport for50,000 passengers at twenty-four hours
notice. The undertaking accepted the challenge. And on 1st October 1949, B.E.S.T.
buses started plying in the western suburbs. Twenty-six buses were spared for the
service, which was hailed by the residents of the suburbs as a boon. TheUndertaking was overwhelmed with expressions of praise and gratitude. The
Undertaking bought eleven of the buses the Bandra Bus Company had been using.
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(5) More Facilities for the Passenger -You have read of the various schemes operated by the Undertaking to augment the
efficiency of its transport service. Simultaneously, more facilities, besides the daily
bus service, were being made available. Since the days of the B.E.S.T. Company,
schools and private parties had been hiring out buses, and the practice continued.Some facilities tried out by the Undertaking were given up after a while as
unworkable. The Luxury Coach Service was one of these. It was started in August
1955. The coach was fitted up with all manner of conveniences like Dunlopillo
cushions for the seats, adjustable backs, a reading light for each seat, and fans. The
coach was mainly meant for the use of foreign tourists. They were taken round in
the coach on a guided tour of the city. Accompanying them was a guide to tell
them about the important places.
(6) Ferry Services -The BEST Undertaking started a ferry service at Manori in 1981. TheBrihanmumbai Municipal Corporation entrusted the running of the service to the
Undertaking acknowledging its excellent bus service, as it were. The Undertaking
has justified the trust placed in it by making a success of the Marve-Manori ferry
service.
(7) Bus Fare -Even after the B.E.S.T. Company was taken over by the Municipal Corporation,
the bus fares continued unchanged till 31st March, 1951. For the city the fares
were telescopic, that is, as the distance increased the fare per mile came down. Forthe suburbs, the fare was flat, that is, it remained the same whatever the distance.
For one anna you could go a mile and a half in the city, but only one mile in the
suburbs.
Then came the changes in the fare-structures. From April 1951, bus travel in the
city became even cheaper, with the basic fare of one anna taking you a mile and
three quarters. However, the fractional fares, like 1.1/2 anna or2.1/2 annas and
3.1/2 annas, for the fare stages were rounded off to the full anna. In the suburbs
too the fare was brought down from one anna per mile to nine pies that are three
quarters of anna.
The disparity in the fares for the city and the suburbs was brought to an end in
October 1955. The suburbs naturally profited from this. For an anna you could now
travel a mile and three quarters, instead of a mile and a quarter. But the fractional
fares were restored.
In 1959, with decimal coinage coming into force, except for the 7 paisa fare for the
first stage, all the fares were multiples of five, that is, 10, 15, 20 and so on. These
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came into effect from 15th January 1959. From 21st April 1963, the minimum fare
was raised from 7 paisa to 10 paisa.
The Undertaking revised its bus fares from time to time strictly according to the
provision made under Govt. notification. The details of revised bus fares from
1963 onwards are given below:
Every day the Undertakings buses run about 6.51 lacs km. and carry about 47 lacs
passengers. These figures are an index of the vastness of the transport system. It
would be wrong to expect that everything will run smoothly in such an
organization. Troubles have to be taken for granted; difficulties will arise. The
organization has to take them in its stride. A trivial incident touches off a lightning
strike. There is hectic running about. The complaint is traced to a
misunderstanding. It is set right, and normal working is resumed. In 1950, the
Undertaking had a serious problem to face. Conductors in those days carried a
ticket-issuing machine, specially designed to print and produce a ticket of the
required denomination at the turning of a handle. The machine recorded theamount automatically. At the end of his day, the conductor had to pay in the days
takings as recorded. This sounds smooth and foolproof. But some conductors, who
were obviously anything but foolish, found a way of so manipulating the machine
as to make it record less than the amount collected. How much the Undertaking
was fleeced of was anybodys guess. However, the moment the trick was
discovered, the Undertaking took swift action, and in twenty-four hours the ticket-
issuing machine with every conductor was replaced with a ticket-box.
These are internal troubles; not all of them cause disturbance to the transport
service. But external troubles invariably do, and sometimes they can be serious.
The dislocation caused by the first heavy showers of the rainy season is almost a
matter of habit. The low-lying parts of the city are flooded, and buses have to be
diverted. To make it worse, the railway services too are disrupted. That puts further
responsibility on the bus service. The buses, of course, do their best, but the best in
such circumstances can never be good enough. Then there are the railway
accidents, and man-made troubles like strikes, riots and hurtles (or bandhs). They
put a heavy strain on the bus service, but it has not been found wanting.
Strikes and political agitations usually aim, among other things, at disrupting
communications. Buses, on such occasions, are exposed to the risk of being
damaged; the drivers cabin has to be fitted with wire meshes to protect him fromdifferent types of flying missiles. On some of these occasions not many people
move out. Should the bus service be suspended then? The Undertaking does not
opt for it; it owes a duty to the community.
There is always a limit to the number of buses a transport organization can run, and
to its efficiency as well, for there is a limit to what the city roads can carry. Other
means of conveyance too keep increasing in number. In Mumbai, for instance, in
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1951, the number of vehicles, leaving out buses, was 45,000. In 1961 it was
85,000, and in 1971 it reached 1, 80,000. Today there are over6 lakh vehicles on
Mumbai roads. The number continues to grow; but over the years the roads have
been the same, except for a few additions, and some widening here and there. In
such a situation, the vehicles have to move slower and slower. The average speed
of our buses has been falling down. At present it is 12 to 15 km. per hour. In the
congested localities it is as low as 6km. per hour.
BEST MAINTENANCE
Until the B.E.S.T. Company was taken over by the Municipality, only the Colaba
Depot was available for the maintenance of buses and minor repairs. As the fleet
grew, the need for more depots was felt. In 1961 the fleet comprised 1045 buses in
all. Six new depots were constructed for their maintenance. The Wadala Depot was
equipped for the maintenance of300 buses. At this time it was the largest depot in
Asia. After this, taking long maintenance experience into account, the authorities
decided that no depot should be called on to look after more than 125 to 150 buses.
Accordingly, small depots were built at convenient spots in the city and its
suburbs. In order to keep this bus fleet roadworthy, a Two-Tier System of
maintenance is followed by Transportation Engineering Department. A workshop
located centrally at Dadar acts as one work centre. Dadar workshop has a built up
area of27,170 square meters. All Unit overhauling, repairing of Body damages,
tire cut repairs, plant & equipment installation and repairs, reclamation activities
are carried out in the workshop.Every depot is another work center, which provides bus services effectively on
every day, carries out preventive maintenance as well as repairs on buses. Depots
carry out various maintenance practices such as preventive maintenance, unit
replacement, RTO passing, body damage repairs of buses. BEST buses are
operated out of the 25 bus depot located in four zones viz. City, Central, Western,
Eastern suburban zones.
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Go Mumbai smart card
On 2 January 2007 the BEST launched multi-application smart card called Go
Mumbai. Go Mumbai card can be used for storing Season tickets, single journey
and extension tickets. The Fares using bus pass can be paid only by Go Mumbai
smart card. The Go Mumbai smart card was subsequently made valid for travel onCentral Railwaymain line and Harbor line.
In a move to aid commuter convenience, and to mitigate its cash handling pains,
Mumbais public transport operator, BEST, unveiled a new alternative method of
paying bus fares. The project is supported by Hindustan Petroleum Corporation
(HPCL) and ICICI Bank and is implemented by a consortium of companies led
by A Little World Pvt Ltd.
From November 19, 2004, Route Special-8 plying from Churchgate to WorldTrade Centre (both in South Mumbai) has started accepting contact-less smart
cards for automatic fare collection in BEST buses. The multi-application card
system will be called GO Mumbai. This is for a pilot of500 cards. Phase 1 of
the system will cover about 760 buses by mid 2005.
ICICI Bank is the settlement bank for BEST providing automated banking
systems and on-line load facilities from designated accounts.
Fare Collection Devices will be installed at the entry and exit doors of BEST
buses. The cardholder will present the GO card to this device at the start of thejourney by touching it to the device or bringing it within a few centimeters of the
device. The card can even be kept in the wallet and the wallet can be scanned by
the device. The proximity between the card and the device is to be maintained for
less than half a second.
The principal technology provider for the system is ERG Transit Systems, which
have done similar projects in Singapore and Hong Kong and in US, Europe and
Australia. The system will reduce the load on overworked conductors, and
provide BEST greater flexibility in fare structuring in the future.
"This is a red-letter day. A journey begins with buying a ticket and serpentine
queues can be extremely cumbersome for passengers. The 'GO Mumbai' smartcard
is one of the steps we have taken to permanently terminate these long queues," said
general manager of CR, SowmyaRaghavan, who unveiled the card.
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Kaizen
December 3 The Central Railway is likely to introduce the GO Mumbai smart
cards in January 2008, six months after its scheduled launch in July this year. The
delay has been caused since the validators have not been installed.
The Brihanmumbai Electricity Supply and Transport (BEST) Undertaking had
launched the smart cards in January this year.
Service provider M/s Kaizen Automation Pvt Ltd has to finish the work of
installing the system. Our role is very limited as we are facilitators in this public-
private partnership (PPP) project, said a senior railway official. The official added
that Kaizen will be bearing the entire cost of the project.
With the introduction of this system, the multi-application cards that is widely usedby the BEST bus commuters will also be used by the Central Railway passengers
to have cash-less transactions, both by daily as well as season ticket holders.
The multi-application cards, already in use in countries like Singapore, Hong
Kong, USA, Australia, and Europe works on radio frequency of 13.56 MHzs The
debit card has to be swiped against validators. The idea behind introducing this
system is to aim for total cash-less transaction with complete security and also to
reduce long queues. The card can be used for passes or tickets in trains and buses.
Each card has an embedded micro-processor chip which reads and processes the
data i.e. the type of ticket bought.
The cards will be available in multiples of Rs 50, with the upper limit as Rs 5,000.
As of now, over 100 service delivery points (SDPs) have been set up at BEST bus
stations from where the cards can be bought. Once the scheme is launched, CR will
open separate windows for selling cards. It will also install separate validators for
first class and second class commuters.
Kaizen is moving at a good pace and just have to put an extra effort to complete
the work by January, said the official.
The smartcard, similar to London's Oyster Card, is pre-loaded with credit (in
multiples of Rs 50 up to a maximum Rs 2,000). Commuters have to flash the card
on a validator at the start and end of the journey.
The system then deducts the appropriate amount of fare for the specific journey.
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As many as 434 validators for the smartcard have already been set up at the entry
and exit gates of23 stations.
The smartcard, which was developed by Kaizen Automation, is common for the
first and second class but the differentiation is based on the validation.
Ticket checkers, who will be equipped with hand-held devices to check the validity
and class of travel, will ensure that the card is not being misused. In addition, if the
card is not flashed at the destination station, the maximum possible fare on the
transit service providers' route will be deducted from the card.
The card is available at 125 service delivery points across the city which include
BEST chowkies and 10 important stations on CR. The card will remain valid up to
five years from the date of issue and two years from the last date of use.
Commuters have to pay a onetime cost of Rs 37, which includes card issuance and
activation fee of Rs 10, a refundable security deposit of Rs 25 and ID cost of Rs 2.
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TQM in Personnel
In any organization there are efforts to increase production with or without
increase in productivity. Following are the main schemes introduced by BESTbuses management to improve the quality of the personnel policies
(1)Incentive Bonus Scheme For The Employees -To provide the passengers with a comfortable bus service needs a sufficient
number of vehicles. The Undertaking has always been trying to achieve such
sufficiency. But then what does sufficient mean? You cannot define it. The
vehicles are just one factor in a bus transport system. There are others like the
conductors, the drivers, the maintenance staff and the repairs staff in the
workshops. If all these employees are not up to the mark, no increase in the
number of buses is going to make it sufficient. So much depends on theproportion of vehicles stabled for repairs.
Similarly, the efficiency of the service depends a good deal on the conductor and
the driver not unnecessarily holding up the movement of their vehicle, the
conductor issuing tickets promptly, and taking care to avoid altercation with the
passengers. Efforts to secure such efficiency have to be made methodically.
Some efforts made by the Undertaking in this direction in the beginning were as
follows:
(1) The system of granting an efficiency bonus of Rs.25 every quarter was started
in 1951. It applied to both the conductors and the drivers. To be eligible for the
bonus, the employed had to attain a certain level in attendance and in efficiency.
(2) Absenteeism among employees is epidemic in the March June period. For lack
of conductors and drivers, the usual number of buses cannot go out on the roads. A
special bonus scheme had therefore been instituted for this period, to dissaude
them from going on leave.
(3) A scheme called Model Unit was started in 1961. To find out the defects in
the maintenance of vehicles, and to decide on the remedies for them, fifty vehicles
of the same make were grouped together, and their maintenance was to be carried
out according to the methods and time-table laid down by the manufacturers.
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On the basis of this, a model maintenance system was to be finalised, and then
applied to all the vehicles of that make. To operate the scheme, fifty double-decker
buses of Leyland Titan make were grouped together in the Central Depot. Similar
groups were made in the other depots, one by one. Selected drivers were put on
these vehicles.
(4) Sometimes it is minor defect which puts a bus out of action. In order that such a
bus should not get stuck on the road for long, mechanics were stationed specially
for the job at some of the starters chowkies at the important termini. To deal with
major defects there is a Breakdown Lorry or Van. The van goes to the ailing bus,
and sets it right as quickly as possible.
(5) The schemes like bus running control, the wireless van, etc. were in
operation. The wireless van is a special feature. It does important jobs like
reporting breakdowns of vehicles to the staff concerned or asking for extra buses atpoints where there are inordinately long queues of passengers.
These schemes were definitely instrumental in increasing efficiency. And yet they
seemed to fall short of the requirements.
There were not enough vehicles. The proportion of absentees came down, but even
then it was large enough to affect the working. Would the recruitment of women
conductors bring about an improvement in the attendance? This was considered in
1951.
Then there were the sick vehicles. Although their proportion was gradually coming
down, it was still considerably higher than in the bus systems in cities like London,
New York and Tokyo. There was much scope for improvement in the maintenance
of vehicles. The rainy season brought in its wake a flood of complaints about
leaking roofs and windows that got stuck. The population of the city kept growing.
It was a trying situation, and it called for more thoroughgoing and fundamental
improvement. "The Incentive Bonus Scheme for Bus Transport instituted in April
1967 proved quite effective in combating some of the troubles mentioned above.
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(2)Bonus Scheme for Conductors -
Under this scheme, a conductor was to be granted a bonus for extra work. The
fare collected by him during the month was taken as his work. Some of the
immediate benefits of the scheme were as follows:(1) The number of complaints received from passengers dropped from 600 to 400
per month.
(2) The Undertaking could cope with the traffic without increasing the number of
buses.
(3) Passengers had to wait for a shorter time in queues.
(4) The proportion of absentees among conductors came down
New Incentive Bonus Scheme -
Like the conductors, the three categories of staff namely Bus Drivers, Workers in
the Traffic and Engineering Departments and the Maintenance Staff are important
in a bus-transport system achieving maximum efficiency. But, in their case, the
efficiency is not of an individual; it is the result of the co-operative effort of
workers from each of the three categories. Such joint effort enables a bus to run
smoothly and punctually. This scheme was designed to keep more buses running -
that is, to reduce the number of sick buses.
In 1969, this scheme brought down the percentage of sick vehicles by 2 to 3 percent - which meant 100 vehicles more on the road. In that year about 4,000 drivers,
200 of the traffic supervisory staff and 2,000 maintenance workers joined the
scheme. The workshops too came under a similar scheme from 1st October 1969.
The measure of efficiency in this case was the number of vehicles lying idle in the
workshop waiting for repairs. This scheme too had proved effective, the percentage
of vehicles under repairs dropping.
3. Causalworker -
Now days BEST starting recruitment of Causal Worker. Causal workers are not
permanent worker. When they work for 8 hours they get wages. Now wages are
increasing from Rs.100/- to Rs. 140/-. Causal worker must have the RTO Batch
number of Heavy Vehicle.
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The causal worker does not get any facilities such as PF, Gratuity and many more
facilities which get to permanent worker. They get the facilities of free travel in byBEST bus anywhere in Mumbai.
Result:
After the completed the project on TQM in BEST Buses, we have come in to the
conclusion that BEST management is not only vast but also complicated
management.
Still it managed very well than any big organization.
When we emphasis on total quality management in the best services we can
certainly improve the quality of life of the people and also the service provided by
best. When the buses will be maintained properly the comfort level of the peoplewill also increase and also buses will be more preferred by the people. With the
ever increasing population and traffic the best is still providing decent services and
by keeping in mind TQM the quality of service and life of the people can be
increased.
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BIBLIOGRAPHY:
1.www.best.org2.www.wikipedia.org.3. http://www.google.co.in/
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