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OPERATIONS MANAGEMENT
ABSTRACT
In the present business world there has been a significant concentration on service based
industries. This paper presents the way one of the world’s second biggest employer INDIAN
RAILWAYS has been operating and together analyzing its various issues/ problems, and its
relationship to operations practice in the organization. Though there have been many issues
subjected to operations management practice, in the interest of word limitation a few issues
relating to the concepts below has been discussed throughout. Consequently, incorporating some
of the Operations Management theory like process(es) structure, quality dimensions, TQM,
capacity planning, impact analysis, and improvement concepts. The study is based on the
comparison of theories with actual practice, evaluating the applicability of these theories in real
time progression of the organization, consideration of its impact on quality and customer focus.
TABLE OF CONTENTS
2
Page
ABSTRACT.....1
TABLE OF CONTENTS.........2
1 INTRODUCTION................................4
1.1 Definition....................................................................4
2 THEORY..........................................................................................................................6
2.1 IR Satisfaction............................................................................................6
2.2 Quality........................................................................................................7
5.1 performance………………………………………………..17
3
5.4 conformances………………………………………………….17
5.5 Serviceability…………………………………………………………17
6 ANALYSIS OF TQM....................................................................................................18
1. INTRODUCTION
Indian Railways reputedly known as IR is the nationalized railway company of India which
owns and operates most of the country's rail transport. “IR is the world’s second largest
sourcing.com/2009/06/29/nhs-procurements-10-carbon-challenge/). “Indian
Railways has one of the largest and busiest rail networks in the world”, source (
63,028 Route Kilometre, comprising Broad Gauge (44,776 RKm), Metre Gauge (14,987 RKm)
and Narrow Gauge (3,265 RKm).Approximately, 24 per cent of the network is electrified. The
Indian Railways have played an integrating role in the social and economic development of the
million passengers and more than 2 million tonnes of freight daily, it is the world's largest
commercial or utility employer, with more than 1.4 million employees.” source
country’s socio- political development is indisputable. Besides its stated function of transporting
men and goods across the length and breadth of the country, it also enhances the country’s
economy. Hence the role of the Indian Railways has become even more decisive to the
development of the Indian economy. As the country is emerging as one of the rapidly growing
economies in the world, the need for a well- organized transport infrastructure would become
more vital. Although there have been other modes of transport available in the country, IR is still
able to maintain its competitive position due to many advantages like geographical diversity,
world’s largest networks, and above all its economical fares in delivering the services.
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1.1 Definition
“Operations Management is defined as the management of products and processes that convert
input into goods and services. The input process and output transformation frame work
et al. 2e
Applying the below model to our present organization i.e. Indian Railways, a service based
organization, the users/customers of the IR are in fact helping to make the services and
consequently they become the co- creators of the service. Most of the operations involve
consumers in executing the service referring to the figure below and definition we hinted that
the “transformation of inputs” depicts the change of state and change of place category of
These could be transformations or operations which relate to what we might call state.
The major role of Operation Management in IR involves the change of place category operation
which involves key issues like passenger safety& comfort, and quality of the service that has
As we proceed further, we identify that these two types of changes function together in every
“Process is the task which you put thought energy materials and labor so that you get something
out of every kind of business whether it manufacturing or service provider is based upon the
process and every kind of organization whether private, public or voluntary sector requires staff
2. THEORY
objectives. As IR is a public sector organization, all the operations must contribute to the
• The personnel. Who have right to obtain the pride and satisfaction out of the
organization.
2.1 IR Satisfaction
This is one of the main objectives of any business that is either product based or service based.
Customer satisfaction is the core thing that customers want from the services/products they
purchase. They are quality, price, speed, and flexibility. If an organization can meet up to needs
2.2 Quality
This will occur when the services offered is being well specified and meets up to the terms that
have been promised prior to offering the service. In Indian Railways, there has been a question of
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quality in offering services. “Apart from the cost angle, the poor quality of the services that the
railways provide have also led to its losing market share to its competitors”, source
http://www.iitk.ac.in/3inetwork/html/reports/IIMStudReport2001/A8.pdf
[accessed on 18.10.2009]page 4
Referring to the basic operations model in the product service design cycle, the consequences of
planning& control, and design are called the quality characteristics of the service. The quality
issue in IR needs to be addressed and lay down more attention on quality characteristics of the
service being offered, thus Matching Customer Requirements. The railways have to provide
higher reliable service i.e. safer transportation, and winning back its competitive edge that they
have lost to other segments of transport market. Quality means seeing the services from
consumer perspective. As such the whole organization should see the customer at the centre and
all the operation has to function towards the customer aspiration from the organization. The
theory of TQM total quality management is being discussed as we progress in understanding the
role of Operations Management and try to gain good hold on quality theory.
''The Railways is bankrupt. There is no other way to describe it.'' Sums up Y.P. Anand, 65,
http://www.iitk.ac.in/3inetwork/html/reports/IIMStudReport2001/A8.pdf page
15.
To satisfy the sponsor i.e. the Indian government, it is essential that the operations achieve
adequate focus on resources like personnel technology information and its core competencies so
that the operations generate value for money and time for the productivity and efficiency.
Staff satisfaction is a vital prerequisite for an organization success. When happy at work,
Personnel generally become more active, effective, and productive. Dissatisfaction could lead to
underperformance and block the organization`s success. So, there should be a continuous
dialogue process between the personnel and the management. Whilst increasing staff strength of
the railways proportional to its agreed level of delivering quality standards and demand of
Compensation should be given not only by increasing pay but also empowering the employee by
policy would function as a mechanism whereby business would watch and ensure its obedience
to law, ethical standards, and state instructions. IR should not exploit the resources available for
its own benefit. All the operations would clinch responsibility for the impact of their activities on
the atmosphere, consumers, employees, and communities. Indian Railways should consider the
issues like environmental deprivation, pollution, and energy costs to be exploited fully for
promoting Railways. Furthermore, Indian Railway operations would positively promote the
public awareness by its own accord, eliminating exercises that harm the society.
In course of achieving these operation objectives there might be some conflicting constraints that
arise, like processing the new technology i.e., replacing the locomotives with TGV. This may
need a complete restructuring of track and the signal system and adopt a contemporary use of IT
by ERP (Enterprise resource Planning) solutions with the aid of many ERP packages like SAP,
People Soft, BAAN JD Edwards, ORACLE Applications. Looking at the past history of the
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other successful rail operating companies like German Rail and British Rail, IR woke up to the
situation fast and started on reforms to ensure the survival and growth of the railways.
• Develop a business plan that supports operational sales and financial aspects of the
organization,
• Ensuring the safety standards and compliance of law according to the state,
• Liaising with the sponsors and the management and supply the required management
function,
• Operations sometimes also include delivering the promotional plan (like seasonal trains
and discounted travel for students and senior citizens etc.) that drives the agreed revenue
• Quality control,
In the service organization sectors, the supplier and consumer meet face to face. This is known as
and maintain them i.e., during the transformation of inputs, the actual type of transformation that
Hence, in IR, the consumer comes face to face in many instances which are called as multiple
interfaces. In transport industry, the supplier (IR) has many interfaces with the passengers. The
passenger’s first point of contact is the ticket counter/enquiry, then perhaps a luggage porter, a
security officer, the train conductor, food vendor, and so on. It is essential as an Operations
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Manager that during the course of passenger interaction with all the interfaces, consumer
satisfaction has to be achieved and it is also must that during each process the passenger must
feel that he/she is dealing with a right supplier. This entails consumer loyalty. So, an Operations
Manager has to be vigilant whilst delivering the services. If any of the interfaces fails to provide
the required satisfaction, then the entire view of the customer towards the organization is marred.
Hence, to achieve the customer satisfaction through the multiple interfaces, all the personnel of
the organization have to be trained well in accordance with the service that has been promised.
This also means adherence to the health and safety standards required by the state.
merge of three core functions. They are product/ technology, marketing, and operations”.
the picture of the relevant strategic forces that are operating against the Indian railways.
• “In recent years there has been increasing levels of competition from other sources of
http://www.iitk.ac.in/3inetwork/html/reports/IIMStudReport2001/A8.pdf page 5.
• Post deregulations of the trucking industry, the road ways have captured a huge chunk of
railways market share. This has been achieved with increased customer orientation,
• The development of expressways and six lane highways have only led to the level of
competition being offered by the road sector increasing. With the announcement of the
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‘Golden Quadrilateral’ (a road map that is connecting all the corners of the country)
http://www.iitk.ac.in/3inetwork/html/reports/IIMStudReport2001/A8.pdf page 5, 6.
Identifying important strategic forces, Operations Manager can then design and determine the
firm’s distinctive advantage. Thus formulation of key strategic objectives follows this
consideration.
• Indian politics,
• Railways safety,
• Lack of benchmarking.
“The Rakesh Mohan committee report identified some areas of concerns for viability of IR”.
According to this report IR has not come up with a culture of generating strategies rooted in an
change in its operations. IR is offering a very fundamental services focussing only on the traffic
and new routes/ trains and it implicitly considers only passengers as the source and nothing
beyond it. However, transportation industry is based on origin- destination based service. IR
failed to look its functions in other dimensions of trade. Looking back into the history, many
railway organizations in different countries, for instance British Rail has evolved to competition
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with its ongoing demand of passenger requirements in accordance with time. “British Railways
(BR), which later traded as British Rail, was the operator of most of the British railway system
from the nationalization of the 'Big Four' British railway companies in 1948 until privatization in
stages from 1994 to 1997. At first, the trading brand of the Railway Executive of the British
“Politics, not the market, dictates the pricing structure in India currently.” Cited in
subsidise many profitable routes which are potentially profitable like Bombay suburban route
that carry six million passengers daily for the sake of political benefit”
obligations, Indian railways have been losing a huge passenger and freight revenue. However in
recent years Indian railways had awaken in this vicinity by increasing the prices which
http://www.livemint.com/2009/06/23000844/Railway-ministry-to-increase-p.html
Presently, this has been a major issue that railways have been facing. “The problems in railway
safety are well known. Rail fractures have been the main cause of derailments and are in turn due
to the condition of the track.” States the Hindu leading Indian news paper Tuesday, December
19.oct.2009]
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Safety is on the whole the product of proper practices at all levels of operation i.e. maintenance,
operations planning, and design. Safety comprises of standard protocols that need to be followed
throughout the execution of task. “A detailed probe identified the absence of basic safety
equipment, poor track maintenance and the use of substandard steel (bought from a state-run
plant) as the main reasons for the accident. While there was much fuss about using ultrasonic
techniques to detect these cracks, barely eight months later a goods train derailed and slammed
into an express train near Mathura because of track fractures. To repeat the same error time and
again seems to be a compulsive disorder of the Indian Railways.” The Hindu Volume 20 - Issue
http://www.thehindu.com/fline/fl2015/stories/20030801006911900.htm. [Accessed on
19.10.2009]“Similarly, many wagons and coaches which are considered ``unfit'' for use on the
http://www.esocialsciences.com/data/articles/Document1612009310.2725336.pdf.
“The coaches are not fitted with safety equipment like fire alarms or emergency exits. Vinyl
flooring with walls and ceiling in mica are risky during fires.”
papers depict the flaws in Indian railway safety system. There have been many questions against
the safety in Indian railways. This could be due to heavy traffic, and lack of funds concentration
from government agencies. In addition to all the above there IR has been a victim of vandalism
when ever communal riots takes place IR has suffered severe vandalism.
Capacity planning is the calculating, determining, and shaping the organization’s resources and
its ability to produce its services to meet its on growing demand. Organization can do several
15
things to increase capacity and consequently gaining competitive advantage. Indian railways
have to increase the number of coaches to reduce packed trains besides increasing the length of
the platforms.
As discussed earlier, IR is lacking or ignoring its competitive edge and it has failed to emerge as
the competitor to the private companies offering similar services. In the competitive market, it is
essential to compare the performances with the competitor. Here begins the concept of
benchmarking i.e. adopting the similar performance standards of the competitors and stimulating
creative ideas in which the organization can well perform and better serve the customer.
5.Customer requirements/quality:-
In “competing on the eight dimension of quality” David Garvin states that( Harvard Business
Review December 1987) customers are interested in following Eight quality characteristics.
5.1 Performance:- the customer expectation from the IR is its ability to provide trains which stick
5.2 Reliability:- the quality characteristic of reliability in relation to the performance of the
5.3 Feature: - Value-added services like online ticket booking tourist packages and discounted
travel for round trips internet facilities , cash points on the platforms and so on. Differentiate
the organization from competitors and helps to builds relationships that bind customers to the
5.4 conformances: - this characteristic simply implies whether the organisation is implementing
5.5 serviceability: - customer expectation from the organisation whether the IR is able to meet
the quality standards and be able to deliver it in a right way at right time
6. ANALYSIS OF TQM
“TQM is the implementation of strategies, tactics, and operation methods for integrating
practical quality control techniques (statistical quality control, inspection, and quality assurance,
etc.) with organizational cultures conducive to the continuous improvement of quality. It focuses
on the totality of the system rather than its individual parts, seeking to identify the cause of
failure rather than the simple fact that failures have occurred.”
IR, in achieving TQM. There needs to be quality conformance to the service specified.
Defining the quality characteristics of the service i.e., delivering the service as it has been
promised with respect to all the rules terms agreed whilst making an accord with customer. As a
operation manager it is essential to measure the characteristic of the quality at every step during
the user interface. Secondly by controlling the quality of the services like passenger safety and
trains arrival-departure etc, against the preset standards. And continue to make improvements
IR considering some the issues errors and defects and contious monitoring would be helpful this
means pursuit of of qulity is ongoing and contionus and the standards are to be contionusly
examined against the KPIs key performance indicators. Indian railways msut recognise that ana
organistion striving to please its users ust embarce the quality standards anf continue to improve
and benchmark them against its competetiorrs . some recomnedations are given to to enhance the
services in IR
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References :-
1) http://news.bbc.co.uk/1/hi/world/south_asia/6287152.stm
2) http://news.bbc.co.uk/1/hi/business/7265287.stm
https://www.cia.gov/library/publications/the-world-
factbook/rankorder/2121rank.html