Strategies for Improved Servicing of the Customers: Case of Ghaziabad Goods Shed of the Indian Railways
Published By: IIMA | Published Date: November, 12 , 2008The paper provides a comprehensive description of GZB (Ghaziabad) goods shed, including facilities, traffic flow, customer interface, processes, etc. In this context, the paper raises questions regarding (i) main concerns in GZB goods shed as viewed (a) by customers and (b) from IR’s perspective, (ii) analytical support for customer service improvement provided by demurrage (wharfage) data, (iii) operational, process and infrastructure improvements at GZB, (iv) long term improvements, and (v) need for perspective changes. [IIMA WP No. 2008-11-01].
Author(s): G. Raghuram, Samanatha Bastian | Posted on: Nov 12, 2008 | Views(1815) | Download (1065)