Skip to main content
Top

2012 | OriginalPaper | Chapter

Productivity Improvement in Railway Reservation Process: A Case Study

Authors : Krishna Kumar Singh Sengar, Apratul Chandra Shukla

Published in: Emerging Trends in Science, Engineering and Technology

Publisher: Springer India

Activate our intelligent search to find suitable subject content or patents.

search-config
loading …

Abstract

As we all know the population of India reached 121 Crore (As per census report of 2011) last March. This has created a huge gap between supply and demand systems. A long queue of common people can be seen struggling for commodities and for paying electricity bills, telephone bills, municipal water supply bill, and in railway stations or bus stands. Everyday a lot of precious time is wasted in this process. In this paper, some effective tools and techniques related to work study have been used for identifying problems and giving alternative solution.

Dont have a licence yet? Then find out more about our products and how to get one now:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

  • über 102.000 Bücher
  • über 537 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Maschinenbau + Werkstoffe
  • Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Springer Professional "Technik"

Online-Abonnement

Mit Springer Professional "Technik" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 390 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Maschinenbau + Werkstoffe




 

Jetzt Wissensvorsprung sichern!

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 340 Zeitschriften

aus folgenden Fachgebieten:

  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Versicherung + Risiko




Jetzt Wissensvorsprung sichern!

Literature
1.
go back to reference Neumann Patrick W, Dul jan Parast MM, Fini EH (2010) The effect of productivity and quality on profitability in US airline industry. Managing Serv Qual 20(5):458–474 Neumann Patrick W, Dul jan Parast MM, Fini EH (2010) The effect of productivity and quality on profitability in US airline industry. Managing Serv Qual 20(5):458–474
2.
go back to reference Douglas TJ, Judge WQ Jr (2001) Total quality management implementation and competitive advantage: the role of structural control and exploration. Acad Manag J 44(1):158–169CrossRef Douglas TJ, Judge WQ Jr (2001) Total quality management implementation and competitive advantage: the role of structural control and exploration. Acad Manag J 44(1):158–169CrossRef
3.
go back to reference Kaynak H (2003) The relationship between total quality management practices and their effects on firm performance. J Oper Manage 21(4):405–435MathSciNetCrossRef Kaynak H (2003) The relationship between total quality management practices and their effects on firm performance. J Oper Manage 21(4):405–435MathSciNetCrossRef
4.
go back to reference Buzzell R, Gale B (1987) The PIMS: linking strategy to performance. Free Press, New York Buzzell R, Gale B (1987) The PIMS: linking strategy to performance. Free Press, New York
5.
go back to reference Zhao X, Yeung ACL, Lee TS (2004) Quality management and organizational context in selected service industries of China. J Oper Manage 22(6):575–587CrossRef Zhao X, Yeung ACL, Lee TS (2004) Quality management and organizational context in selected service industries of China. J Oper Manage 22(6):575–587CrossRef
6.
go back to reference Al-Hawari M, Hartley N, Ward T (2005) Measuring banks automated service quality: a confirmatory factor analysis approach. Mark Bull 16:1–19 Al-Hawari M, Hartley N, Ward T (2005) Measuring banks automated service quality: a confirmatory factor analysis approach. Mark Bull 16:1–19
7.
go back to reference Bitner MJ, Brown SW, Meuter ML (2000) Technology infusion in service encounters. J Acad Mark Sci 28(1):138–149CrossRef Bitner MJ, Brown SW, Meuter ML (2000) Technology infusion in service encounters. J Acad Mark Sci 28(1):138–149CrossRef
8.
go back to reference Bruke RR (2002) Technology and the customer interface: what customer want in the physical and virtual store. J Acad Mark Sci 30(4):411–432CrossRef Bruke RR (2002) Technology and the customer interface: what customer want in the physical and virtual store. J Acad Mark Sci 30(4):411–432CrossRef
9.
go back to reference Danaher PJ, Gallagher RW (1997) Modeling customer satisfaction in telecom New Zealand. Eur J Mark 31(2):122–133CrossRef Danaher PJ, Gallagher RW (1997) Modeling customer satisfaction in telecom New Zealand. Eur J Mark 31(2):122–133CrossRef
10.
go back to reference Ganguli S, Roy SK (2010) Service quality dimensions of hybrid services. Managing Serv Qual 20(5):404–424CrossRef Ganguli S, Roy SK (2010) Service quality dimensions of hybrid services. Managing Serv Qual 20(5):404–424CrossRef
11.
go back to reference Gerald LB (2002) Auditing hospital queuing. Manag Auditing J 17(7):397–403CrossRef Gerald LB (2002) Auditing hospital queuing. Manag Auditing J 17(7):397–403CrossRef
12.
go back to reference International Labour Office (2009) Introduction to work study, 3rd edn. Oxford and IBH, Geneva International Labour Office (2009) Introduction to work study, 3rd edn. Oxford and IBH, Geneva
13.
go back to reference Juga J, Juntunen J, Grant DB (2010) Service quality and its relation to satisfaction and loyalty in logistics outsourcing relationship. Managing Serv Qual 20(6):496–510CrossRef Juga J, Juntunen J, Grant DB (2010) Service quality and its relation to satisfaction and loyalty in logistics outsourcing relationship. Managing Serv Qual 20(6):496–510CrossRef
14.
go back to reference Charbes J, Chiapetta J (2011) HRM, ergonomics and work psychodynamics: a model and a research agenda. Humanomics 27(1):53–60 Charbes J, Chiapetta J (2011) HRM, ergonomics and work psychodynamics: a model and a research agenda. Humanomics 27(1):53–60
15.
go back to reference Keith AW, Benjamin TBC, Strenger M (2010) Achieving wait time reduction in the emergency department. Leadersh Health Serv 23(4):304–319CrossRef Keith AW, Benjamin TBC, Strenger M (2010) Achieving wait time reduction in the emergency department. Leadersh Health Serv 23(4):304–319CrossRef
16.
go back to reference Kotler P (2010) Marketing management, 13th edn. Pearson Education Inc., pp 336–351 Kotler P (2010) Marketing management, 13th edn. Pearson Education Inc., pp 336–351
17.
go back to reference McDonnell J (2007) Music, scent and time preferences for waiting lines. Int J Bank Mark 25(4):223–237CrossRef McDonnell J (2007) Music, scent and time preferences for waiting lines. Int J Bank Mark 25(4):223–237CrossRef
18.
19.
go back to reference Roger B (1998) Queues, customer characteristics and policies for managing waiting lines in supermarkets. Int J Retail Distrib Manage 26(2):78–87MathSciNetCrossRef Roger B (1998) Queues, customer characteristics and policies for managing waiting lines in supermarkets. Int J Retail Distrib Manage 26(2):78–87MathSciNetCrossRef
20.
go back to reference Seth N, Desmukh SG (2005) Service quality model: a review. Int J Qual Reliab Manage 55(9):913–949CrossRef Seth N, Desmukh SG (2005) Service quality model: a review. Int J Qual Reliab Manage 55(9):913–949CrossRef
21.
go back to reference Seth N, Desmukh SG, Vrat P (2006) A conceptual model for quality of service in the supply chain. Int J Phys Distrib Logistics Manage 36(6):547–575CrossRef Seth N, Desmukh SG, Vrat P (2006) A conceptual model for quality of service in the supply chain. Int J Phys Distrib Logistics Manage 36(6):547–575CrossRef
22.
go back to reference Towill DR (2009) Frank Gilberth and health care delivery method study driven learning. Int J Health Care Qual Assur 22(4):417–440CrossRef Towill DR (2009) Frank Gilberth and health care delivery method study driven learning. Int J Health Care Qual Assur 22(4):417–440CrossRef
23.
go back to reference Yeung ACL, Cheng TC, Lai K (2006) An operational and institutional perspective on total quality management. Prod Oper Manage 15(1):156–170 Yeung ACL, Cheng TC, Lai K (2006) An operational and institutional perspective on total quality management. Prod Oper Manage 15(1):156–170
24.
go back to reference Zeithaml VA, Berry LL, Parasuraman A (1996) The behavioral consequences of service quality. J Mark 60(2):31–46CrossRef Zeithaml VA, Berry LL, Parasuraman A (1996) The behavioral consequences of service quality. J Mark 60(2):31–46CrossRef
Metadata
Title
Productivity Improvement in Railway Reservation Process: A Case Study
Authors
Krishna Kumar Singh Sengar
Apratul Chandra Shukla
Copyright Year
2012
Publisher
Springer India
DOI
https://doi.org/10.1007/978-81-322-1007-8_37

Premium Partners