Seeing things from a customer angle can go a long way in improving Indian Railways and is, therefore, very vital. Seeing every problem from the customer's point of view can make Indian Railways a customer-driven, focussed organization. - IIMS Rana, Former Chairman, Indian Railway Board. CRIS (Center for Railway Information Systems) is using information technology to take great strides towards remarkable social achievement in transportation. -Daniel Morrow, Executive Director,
This
case provides the reader an insight into the various cost-saving
innovations that were adopted by the Indian Railways (IR)
in improving and advancing their passenger services. The
progressive implementation of Information Technology (IT)
served as a thrust towards better responsiveness to the
rising passenger demands. The communication infrastructure
that IR built up over the years not only helped it cater
effectively to the ascending customer needs but also opened
new avenues for revenue generation. It augmented its revenues
and also helped it cut down surplus expenditures through
better utilization of resources by way of improved demand
analysis, better management of coaches and efficient utilization
of railway tracks.
The
railway industry in India witnessed tremendous growth, both
in terms of operational infrastructure and delivery of passenger
services, eversince the first commercial engine rolled from
Mumbai to Thane in 1853. Being the world's second largest
organization2 under the control of a single management,
the Indian Railways (IR) served more than 13 million passengers
every year. By the end of the year 2004, IR boasted of 6853
stations, 63122 kilometers of track, 37840 passenger coaches
and 222147 freight cars. There were more than 14,300 passenger
trains providing transport services all through the length
and breadth of the country. Over a period of more than one
and a half century, IR had built up an extensive and far-reaching
network of railroads that covered roughly 40% of the freight
and 20% of the passenger traffic. |
