the service quality of tainan train station teacher : james stanworth student : 4900f006 ann...
TRANSCRIPT
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The Service qualityof Tainan train station
Teacher : James Stanworth
Student :
4900F006 Ann
4900F045 Cora 4900F039 Doreen
4900F028 Clair4900F021 Afra
Date : 2005.05.27
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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
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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.
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Ann; Cora; Afra; Doreen; Clair
Background to the theory—what is Flower of service?
Facilitating Services
InformationOrder TakingBillingPayment
Enhancing Services
ConsultationHospitalitySafekeepingExceptions
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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
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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.
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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.
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Ann; Cora; Afra; Doreen; Clair
Findings Facilitating services
Core
InformationPayment
BillingOrder Taking
Information
Order-Taking
Billing
Payment
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Ann; Cora; Afra; Doreen; Clair
Findings
Safekeeping
Core
Consultation
HospitalityExceptions
Consultation
Hospitality
Safekeeping
Exceptions
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PUSH
Ann; Cora; Afra; Doreen; Clair
Enough parking space w
F1
F2
Temporary parking lot Policeman
Other cars
Find parking space
Act 1TimeLine
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Ann; Cora; Afra; Doreen; Clair
Attendant
Waiting room seatMultimediaPick a number for quireing
Clean the seat
w
WindowIndicator boardWaiting room seat
Line up
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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
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Ann; Cora; Afra; Doreen; Clair
Refer to Date, Time, place
Check Availability
Capacity/ReservationsOrders and billingTrain reportInventory/Purchases
Databases
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Ann; Cora; Afra; Doreen; Clair
Quick movement
Confirm ticket’s information Attitude
Quick movementUniforms is clear
Decide to buy
w
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Ann; Cora; Afra; Doreen; Clair
Capacity/ReservationsOrders and billingTrain reportInventory/Purchases
Databases
Confirm Date, Time, place
Confirm Date, Time, placeInsert Booking
Maintain System
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Ann; Cora; Afra; Doreen; Clair
Correct calculateCorrect ticketAttitude
Quick movementTicketReturn money
Windows; service people
Payment and take ticket
w
F5
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Ann; Cora; Afra; Doreen; Clair
Capacity/ReservationsOrders and billingTrain reportInventory/Purchases
Databases
Cash
Qiue ticket
Receipt money& customer take ticket
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Ann; Cora; Afra; Doreen; Clair
w
F4
Information of waitingSeatMultimedia (TV)
Waiting
SeatDustbinMultimedia (TV)Left luggage lockers
TV
Act 2
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Ann; Cora; Afra; Doreen; Clair
Maintain Facilities
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Ann; Cora; Afra; Doreen; Clair
CleanlinessSuppliesOften cleaned
Use restroom
Restroom Clean
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Ann; Cora; Afra; Doreen; Clair
Inspect frequentlyMaintain and clean
Restroom supplies storageSupplies purchase/delivery
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Ann; Cora; Afra; Doreen; Clair
w
Telephonevending machinecleanerAttendant
Platform
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Ann; Cora; Afra; Doreen; Clair
Punch the ticket
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PUSH
Ann; Cora; Afra; Doreen; Clair
wOn timetake care passenger’s safe
Train coming-in station
AttitudeTrain
Train
Act 3
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Ann; Cora; Afra; Doreen; Clair
Capacity/ReservationsOrders and billingTrain reportInventory/Purchases
Databases
Broadcast of Computer sound
Information of the train arrives
Maintain Facilities
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Ann; Cora; Afra; Doreen; Clair
w
F6
Attendant direct
Passengers Line up to get on the train
Train carriage has a clear number
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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
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Ann; Cora; Afra; Doreen; Clair
wTime
Attitude
Train leave station
Train
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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
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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.
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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