Pakistan Railway Vs. Daewoo Express
SCOPE OF THE STUDY:Scope of this study is to compare Daewoo bus service and Pakistan Railway. Both are providing transportation/logistics services.
We are required to compare their traveling packages, provided for Lahore to Islamabad.
We have to identify the processes of both organizations.
We only study Lahore to Islamabad rout.
We have to compare the examples of executives and students; we are studying the preference parameter of choosing traveling service.
PRELIMINARY DETAILS:Pakistan Railway and Daewoo bus service both are the service oriented Organizations. Both are doing Passenger Business. The Passenger Business Unit is responsible for the creation, maintenance and delivery of passenger services and all related amenities to the traveling public, including the transportation of parcel traffic.
DETAILED STUDY:
Study of logistics\ Transportation organization.?Pakistan Railway.
Pakistan Railways is the state-owned railway company of Pakistan. It is a large organization under the administration of the Pakistani Government's Ministry of Railways. Pakistan Railways provides an important mode of transportation in the farthest corners of the country and brings them closer for business, sightseeing, pilgrimage and education. It has been a great integrating force and forms the life line of the country by catering to its needs for large scale movement of people and freight. The current chairman is Mr. Shakil Durrani. Pakistan Railway started its Operations in 1947 and are still providing.
VISION STATEMENT OF PAKISTAN RAILWAY:
?A progressive freight transport organization operated by professional management and competent staff committed to provide reliable, competitive, safe economical?service of recognized standards to its customers.
ORGANIZATION SET-UP:
?The Freight Business Unit is managed by Additional General Manager, who is assisted by heads of the various Freight Department viz., Chief Commercial Manager, Chief Marketing Manager, ( Marketing of Freight Service ) Chief Traffic Manager ( Dry Ports ), Deputy Chief Mechanical Engineer/Wagons and Deputy Chief Operating Superintendent (Locomotives).
?CORPORATE PROFILE::
?There are 200?Freight Stations on this system with 12,000 personal dedicated to provide service to the clients. The Freight Business Unit serves two major Sea Ports, Kiamari and Bin Qasim. Some of the major commodities?that?are handled include PTA ( Chemical for Rayon Manufacturer): Petroleum Oil and Lubricant??(POL), Wheat, Coal, Fertilizer, Rock Phosphate, Cement, Sugar, Oil seed Containers and Goods for Transit to Afghanistan.
?CORPORATE DIRECTION:
?The Freight Business Unit is a customer oriented department. Its pricing policy is client friendly. All possible efforts are made to reduce cost of transportation and increase revenue through efficiency, innovation and modernization. It proudly serves as the national flag carrier in times of peace, war and calamity.]
PRICING POLICY:
Pricing Policy of Pakistan Railway is most reasonable as compare to road transportation. It is affordable for customers of each class.
Pakistan Railways moves cargo on rails at a lesser cost in fuel spent in moving the same cargo by road. The organization by reason of this advantage is able to formulate its pricing policy to the maximum advantage allowable to the customer and the organization. The pricing policy of Railways is that all the commodities be charged on differential basis according to the principle of “What each type of traffic can bear" The rate structure of Pakistan Railways is designed to fix an upper limit while taking into account the basic cost incurred in transport value of commodity, its load ability, susceptible to damage and pilferage along with various other factors. Promotional reduced rates are quoted to provide incentive to move the commodities by Rail of Road. Seasonal reduced rates are quoted to attract the commodity.
ZTrain?Name:
SPECIAL FEATURES FOR ALL:
?OVERALL PACKAGE:
?As far as the whole package is concerned, railway does not provide any further facility after railway station to the hotel. They have no system for hotel reservation for their customer. Their services are available only during traveling. Although, residence is available at their rest houses.
FUTURE PLANS:
?Pakistan Railways has planned to replace the old and obsolete system in 3 phases.?In phase-1, it will be replaced with Fiber Optic cable?Transmission System from Peshawar to Karachi and Rohri to Quetta on main line?during 2008-2012 covering 2200 kilometers.
PAKAGES OFFERED DURING THE TRAVELING:
?Complementary Services for AC Sleeper and Parlour Car Passengers of Karachi Express, Karakoram Express and Railcar Services between Lahore-Rawalpindi
? Pakistan Railways has provided "Free Package" in Air-conditioned Sleeper coach of Karachi Express (15 Up/16 Dn.)
? The contractor will be required to provide evening tea with two biscuits and bedding free of cost to the passengers of AC/Sleeper Class and provide to the passengers of AC/Lower Class on nominal charges of Rs. 50/- and in Economy Class on charge of Rs. 30/- (on demand) in 15UP/16DN Karachi Express between LHR-KC-LHR and back.
?Similarly cold drink or a cup of tea with 2 Nos. of biscuits is served free in A.C. Parlour Cars of Rail Car Services on Lahore - Rawalpindi Section viz. Subuk Raftar (101 Up/102 Dn.) Subuk Kharam (103 Up/104 Dn.) Tipu Sultan Express (105 Up/106 Dn.) In addition, Head Phone service is also provided free of cost in the Parlour Cars of?these Railcars.
By 41-UP I 42-Dn Karakoram Express the following complementary service is being provided. Bedding will be provided to the Passengers on demand at' nominal charges of Rs. 50/- for AC Class and Rs. 30/- for Economy Class per bedding and evening tea to all the passengers of AC/Parlour car ,and AC Lower free of cost.
DAEWOO EXPRESS:????????????????
??????????HISTORY:
1990s saw the demise of public sector organizations in transport services. Many of us must have thought with concern about the future of this sector as well as the possible hardships for the traveling public. Private sector in transport service was disorganized and persisted with low service quality. Heretofore road transport services were never organized on scientific lines with corporate culture. However immediately after launching of Lahore – Islamabad Motorway (M-2) in November 1997, Daewoo Pakistan Express Bus Service (DPEBSL) was incorporated which launched its express bus service between Lahore – Rawalpindi / Islamabad in April 1998. This service, owing to its peculiar quality features setting new standards of safety, security, reliability, luxury, comforts and regularity, soon became popular and first choice of the traveling public. Sammi Corporation, Seoul, Korea took over DPEBSL in 2004 which led to accelerated growth and expansion of Sammi-Daewoo Express Bus Service in Pakistan.
?VISION STATEMENT
Sammi-Daewoo Express Bus Service operating throughout the length and breadth of Pakistan facilitating the people to transport themselves and their belongings to / from every nook and corner of the country. Linking Pakistan with its neighbors and trade partners as well as providing them with safe corridors to pass through.
?MISSION STATEMENT
The period of our existence comprises of our march towards our vision. Blessed with the confidence of our clients, our pace to materialize our vision is progressive far from any signs of tiring journey. Equipped with the courtesy of our team members, holding the tools of quality?like luxury, comfort, safety, economy and punctuality we continue to penetrate deeper and deeper into the hearts of our clients. Our endeavor is guided by the principles that we have to hand down to our successors such systems, techniques and methods that lead to a world that is green in environment, traffic flow, safety and security.
?SAMMI-DAEWOO EXPRESS TODAY:
?Sammi-Daewoo Pakistan Express Bus Service Ltd with its Headquarters in Lahore is operating its service from 31 cities in Pakistan covering more than 40 destinations extending almost to the entire Punjab and NWFP. Besides, preparations for extending this service to Karachi and Hyderabad in June 2007 are in hand.
?BRIEF HISTORY:
?Dec?????1997 Incorporated
Apr?????1998 Beginning of Express Bus Operations
Nov????1999?Beginning of City Bus Operations
Jan?????2004 Took Over by Sammi Corporation, Seoul, Korea
Dec????2007???Providing Service from 33 cities on 43 destinations with?200 buses
?BUSINESS AREA:
1.?????Express Bus Service
2.?????City Bus Service
3.?????Cargo Service
?BUSINESS SITE:
Sammi Daewoo Pakistan Express Bus Service Ltd, 231-Ferozepur Raod, Kalma Chowk, Lahore, Pakistan.
Sammi Daewoo Pakistan Express Bus Service Ltd, Peshawar Chowk Rawalpindi.
TRAVELING SERVICES:
CUSTOMER RETENTION TACTICS:
Customer retention means to retain old customers. This company is providing unique services to its customers. Customers of this company are very loyal because of some reasons. As this company is offering special offers to its customers. So it’s also getting more profit from fewer customers. Although its customers are less but huge profit is obtained from loyal customers. Now I would discuss those tactics due to which customers are retained to Daewoo Express.
These are the different customer retention tactics that Daewoo Express is using to retain its customers. Its customers are extremely loyal because of their good services. It’s offering unique services rather than any other Express company in Pakistan. Now on next page I would like to discuss these tactics in detail
?EXACT TIME DEPARTURE:
The first customer retention tactics, that this company is using, is the time departure. Daewoo buses departure from the terminal to other cities according to the exact times. After every 1 hour, there is one bus going to other cities on exact time. Customers don’t have to wait for departure. Due to this customer save their time. So customer time is saved. It doesn’t matter that how much customers are in bus. Bus will arrive at its own time. So this is unique point because of that customer are loyal to this company.
?SAFETY:
Secondly Daewoo is also providing safety to its customers. When customer comes to bus, customer and his luggage would be checked by the security instrument. As now a days there is great problem of terrorism. After that it’s also has security guard in each bus. In case of any difficult situation these guards protect customers. So it’s also unique point because customers are fully secured during their journey.
BUS HOSTS:
In each bus there is one bus hosts who serves its customers. She provides different refreshment services to customers. In case of any problem during journey, bus hosts tries to resolve it.
??REFRESHMENT:
Now other customer retention tactics that this company is using is refreshment services. It provides different drinks, foods and other refreshments during their journey.
?ENTERTAINMENT:
Daewoo is also providing entertainment to it customers during journey in different forms. It provides different entertainments
·???????TV (movies)
·???????Audio Songs ( Headphones )???????????????????????????????
·???????Newspapers
·???????Novels
?So these are the different entertainments activities which it’s providing to it customer. So due to these tactics, customer is becoming more loyal to this company.
?NON-STOP BUSES:
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Its buses are non-stop. During journey there is no stop. So customers don’t have to wait and waste their time. It doesn’t stop anywhere after departure from terminal except its mid way stop from customer’s refreshment.
MID-WAY STOP:
There is one midway stop in case of long journey. But this mid way stop has been designed for customer satisfaction. Because customer want to refresh in case of long journey. So it has made its hotels, mosques in its mid-way stop.
COMFORTABLE JOURNAEY:
?As Daewoo has purchased special buses from its own company from other country. So these buses are very comfortable. The seats in buses are wide and comfortable. We can expand our seat to sleep. So it’s making customer’s journey more comfortable.
SPECIAL VIP TIME:
?Daewoo bus Service Company is also offering VIP times. There are two buses which are used for VIP services. It offers more than other facilities which are described above.
?CO-OPERATIVE STAFF:
The staff which is dealing to its customer is very co-operative and efficient. This staff deals with customers in efficient way. This staff helps customers in different ways.
ADVANCED BOOKING:
?It’s offering another unique facility which is advanced booking. Due to this customer can book their seats in advance by calling to the customer service centre of the terminal of that special are. So they don’t need to worry about their seats.
FEEDBACK AND COMPLAIN BOOK:
?The last thing that I would like to discuss, it’s very important. It’s about customer feedback. At the end during journey company takes feedback about the company services. They take this feedback to know that how much their customers are satisfied. So this feedback helps company to know about different problems and then it can resolve. Due to this feedback company observes that which characteristics we are missing and what customer wants.
So after getting this getting feedback, company gets the customer response and tries to reduce this defect.
Another thing that this company is offering is complaint box. Company has attached complaint box in buses to know about the defects and errors of the company. This complaint book can be obtained by Bus Hosts. So due to this feedback and complaint book. It can reduce customer defection rate.
COMPARISON:
?We have done comparative study at the basis of
?PRICE:
1.5 per Kilometer is average rate charge by road traffic from passenger per kilometer.
?0.48 per kilometer is average rate charge by Railway from passenger. per kilometer.
FACILITIES:
Facilities provided by
Daewoo:Safety,Refreshment,Entertainment,Non-stop, Comfortable journey, Bus Hosts Service, Special VIP Time, Different Gifts (samples), Mid-way Stop, Cooperative Staff, Advance Booking, Feedback
Railway: Dining car, toilets, seat capacity, variety of classes of accommodation, Children less than 2.5 years of age are free, Children between 2.5 to 12 are charged as half, Dining car (kitchen/buffet) and a large variety of meals,Special marriage coach.
?TIME:
?Daewoo has fix timing, it provide exact departure and arrival. On the other hand Train has no fix timing, passengers mostly suffer from being late.
Train takes more time to travel from Lahore to Islamabad. But Daewoo takes much less time then train. Simply Daewoo is less time consuming.
?Package
?Pakistan Railways has provided "Free Package" in Air-conditioned Sleeper coach of Karachi Express (15 Up/16 Dn.)
? The contractor will be required to provide evening tea with two biscuits and bedding free of cost to the passengers of AC/Sleeper Class and provide to the passengers of AC/Lower Class on nominal charges of Rs. 50/- and in Economy Class on charge of Rs. 30/- (on demand) in 15UP/16DN Karachi Express between LHR-KC-LHR and back.
? Similarly cold drink or a cup of tea with 2 Nos. of biscuits is served free in A.C. Parlour Cars of Rail Car Services on Lahore - Rawalpindi Section viz. Subuk Raftar (101 Up/102 Dn.) Subuk Kharam (103 Up/104 Dn.) Tipu Sultan Express (105 Up/106 Dn.) In addition, Head Phone service is also provided free of cost in the Parlour Cars of?these Railcars.
By 41-UP I 42-Dn Karakoram Express the following complementary service is being provided. Bedding will be provided to the Passengers on demand at' nominal charges of Rs. 50/- for AC Class and Rs. 30/- for Economy Class per bedding and evening tea to all the passengers of AC/Parlour car ,and AC Lower free of cost.
Deawoo
?(1)?DAEWOO provides refreshment to both classes.
(2)?Passengers of executive class are provided with more comfy seats than economy class.
(3)??Daewoo is also providing entertainment to it customers during journey in different forms. It provides different entertainments like TV (movies), Audio Songs (Headphones), Newspapers, Novels
?CONCLUSION:
?????????After the detail study of the organization Daewoo and Pakistan Railway, we can conclude that Daewoo is a better organization than Railway. Though it is a little expensive but it provides number of facilities demanded by the customer.
????????No doubt Railway successfully fulfill all the requirements which are clearly stated by the customer from 1947 till present, but we consider Daewoo more successful because it is not only fulfilling requirements of customers but it also fulfills many unstated demands(expectation) of customer like audio/video facility, magazine availability during journey.?
????????Daewoo is more successful because it has implemented QA approach in their system. They do all operations under proactive approach. Passengers while traveling with Daewoo are fully satisfied even before the start of their journey. This is possible only because of the proactive approach of Daewoo express
?Finding study Exercise:
?We collect data from:?
?LEARNING POINT:
We learn from the study that good management is necessary for ultimate success and Daewoo is successful because of its good management.They have implemented QA approach. They are using SQL in their information system. They are using manual cargo system which is not so efficient. That is why they are converting their manual cargo system into computerized cargo system.
Railway has implemented QC approach. They are not fully efficient in providing services. They have not strong policies. Railway provide occasionally discounts to its customer.
They should implement QA approach.
Example of?two types of passengers:
a.????A party of 10 executives wants to travel from Lahore to Islamabad in account of some business meeting. The party want to avail a complete package from departure to arrival including stay for two days and all transportation from railway station to hotel and meeting place.
?b.????A student class of 80 wants to have a picnic trip from Lahore to Islamabad. There they are willing to visit Faisal Mosque, Daman-e-koh and Savour Food. The students want to avail a complete package from departure to arrival including stay at picnic spots all transportation from railway station. It will be a one day trip only.
?SOLUTION:
?For Party “a”:
?Executive always want the following things while traveling:
?·???????Comfort
?They never scarifies at these things. For these things they are always ready to pay high prices. Cost is no matter for them.
?Daewoo:
?Daewoo provide all the above facilities to its passengers. Its has comfortable seats, pleasant atmosphere, minimum time consumption, 100% safety of luggage and passenger itself, availability of head phones/audio/video. It always gives quality service in courteous manner.
?Railway:
?Railway is not providing all above facilities. Though it has executive compartments for executive class, in which it provide magazines, video,
Comfortable seats. Railway charge a huge/heavy amount from the passengers of this compartment, but they facilitate their passengers fully.
There are a number of traveling arrangement available for the executive class as per their demand and taste at different fare prices. The only drawback is that it takes almost double time to reach at its destination than Daewoo. Train stops at each and every big or small station. So it consume lots of time.
?Expert opinion:
?Both organizations provide number of facilities. But the executive class will choose Daewoo because it takes less time to reach Rawalpindi. And executive class always wants to save its time.
?For Party “b”:
???This is the student party. Students always consider these things while traveling:
?Daewoo:
It gives them comfort, good environment. It also gives free food which makes students happy. Students can enjoy with the help of magazines/audio/video.
?Railway:
Railway provides almost all the above facilities to its passengers. Its charges are very reasonable. It provides good environment. At a picnic party students want to sit together to enjoy fully. Train has a large sitting capacity so student can enjoy together as they can sit together. Food is also available in dining car. Train stops at many stations. They can visit many stations and enjoy the traditional food of these cities e.g Sohan halwa, Chana chawal, Nan pakory etc.???
?Expert Opinion:
Railway is the Best option for students. It is price competitive than Daewoo.
Students can easily afford it. They can enjoy more in Train as compare to Daewoo.
??
MES at Clerk
10 个月Please disability free
Assistant at Zeenoor Communicatoins PTV LTD
1 年Aoa