提高旅客列車服務(wù)質(zhì)量的對策（Measures to improve the quality of passenger train service）

1、提高旅客列車服務(wù)質(zhì)量的對策（Measures to improve the quality of passenger train service）- - - - - - - - - - - - - - - - - - - - - - - Page 1 - - - - - - - - - - - - - - - - - - - - - - -Wip information Article no. : 1003-1421 (2) ( 8) (1) (2) () 30-02 middle map classification number: U293.3 doc

2、ument cup: BMeasures to improve the quality of passenger train serviceDu yongsheng, feng fan kaGuangzhou railway group Co., LTD., hunan huaihua 418. Co., LTD., guangzhou railway groupHunan huaihua 418,000)To improve the quality of passenger train serviceAbstract: for the present railway passenger tr

3、ain service quality goodThe service is not standardized, the staff quality is low, the hardware facility is only 2.1 improve the quality of passenger service personnelGuan, the train punctuality rate needs to be improved and so on, and the enhancement of passenger transport (1) enhanced training. Th

4、e problem of railway passenger service is oneQuality of service personnel; Adhere to innovation management and establish various mechanisms; It reflects the existing problems in the training of passenger employees. inThe marketing strategy of science; Reasonable dispatch of command, improve the mode

5、rn service industry, the service personnel from the image design, the appearance cultivation to the basicMeasures such as the positive rate of the car. By increasing the mastery of railway passenger train service and business norms, it must be scientific, strict and regulatedService quality and pass

6、enger satisfaction, enhance the market competitiveness of the railway. Fan training. In order to improve the quality of training, the railway enterprises must establish the advanced technologyKey words: passenger train; Quality of service; The training base of countermeasures and the first-class tea

7、ching facilities are equipped with a strong faculty.Set up a complete training course and cycle, according to the new service concept andStandard, systematic training for employees. Apart from making good work, we should know that we will.To improve the quality of passenger transport services, the m

8、inistry of railways increased its training on service skills, etiquette and passenger psychology in 2003(2) the quality standard of railway passenger transport service) has been revised, and the training of moral and professional ethics has been strengthened. New passenger transport serviceThe servi

9、ce concept of people-oriented, passenger uppermost is out. In the security order, the staff, must go through professional training, the gradual formation is brightCivilized service, environmental sanitation, facilities equipment, basic management and personnel quality railway characteristics of high

10、-quality passenger transport staff.And so on, and so on.However, the service quality of railway train service (2) deeply implements the service concept of passengers first. Passenger supremacySome problems need to be targeted to take effective countermeasures. Take the passenger as the center, take

11、the need of the passenger as the business operationTo be equal, active, enthusiastic, thoughtful and considerateThe problem of the quality of passenger train servicePassengers provide good service to maximize the satisfaction of passengers.(1) the quality of passenger train service is uneven. Some a

12、ir conditioners and passenger transport workers have to sublimate the slogan to one type through long and arduous effortsThe service quality of high grade trains such as Tours is relatively good, while ordinary trains, thought, become a subconscious and turn it into voluntary action.The service qual

13、ity of the local train is poor. (3) people-oriented, providing diversified and personalized services. Railway passenger(2) services are not standardized and individual service personnel are less qualified. Individual transport staff should be targeted at different identities, levels, ages and travel

14、 items of the passengersThe service personnel cannot provide services, services and services according to the prescribed service procedures and requirements. By studying the psychological state of the passengersThe variety is monotonous, cant offer to help the passengers. And service needs, targeted

15、 implementation of personalized services. For the average(3) the hardware facilities are not acceptable and some of the vehicle facilities are older. Passengers should try their best to meet the temperature, water supply and sanitation of the trains(4) the train punctuality rate needs to be improved

16、. Due to bad weather and equipment requirements; For old, weak, sick, disabled, pregnant key passenger, should arrange activelyFaults, accidents and other accidents can affect the operation of passenger trains, seats, to know the location, to know the whereabouts, to know the difficulties; Services,

17、 registration,Under these special circumstances, some dispatcher failed to quickly and accurately locate the handover, which is important for caring for vulnerable groups and building harmonious trainsThe passenger train was delayed, li said. Capacity. Accordingly, should adjust according to differe

18、nt season, extent and passenger flow, adjust timelyA seven- - - - - - - - - - - - - - - - - - - - - - - Page 2 - - - - - - - - - - - - - - - - - - - - - - -Wip information To improve the quality of passenger train service du yongsheng and so onService items and service standards.

19、For example, huaihua passenger segment during chunyun period of the department of economic compensation. The train will be included in the depotThe main focus of the work is to strengthen the safety and ensure the water supply. During the summer vacation to the vehicle department,If damage due to im

20、proper use should be caused to the vehicleDuring the period of transportation, the train to Beijing, Shanghai and other trains were mainly tourists, and the department made economic compensation. The quality of train hygiene provided by the whole departmentThe focus of the work is to provide quality

21、 service and rich tourism information; To wuchang, not qualified, according to the regulation, it will make economic compensation to the passenger department. (2) the realZhuzhous yuxi dynasty train is mainly engaged in business, and the main focus is on internal operation. Quality of service, marke

22、ting metrics and train safetyStrengthen security patrol, remind passengers to keep good belongings. The total salary of the staff and staff of the passenger transport system shall be linked to the whole system(4) improve communication skills. Communication with passengers is not only a full triple c

23、ontract for the full year of the language. Strengthen the distribution of interests and incentive. productCommunication, and communication of thoughts and feelings. The crew must insist on the exploration and introduction of new management mechanism, in the distribution of workers and workersBased o

24、n the concept and principle of people-oriented, it is easy to use the service object to enhance the incentive of service quality.Accept the mode of communication, standardize the service language, and listen patiently to the passenger (3) to strengthen the responsibility mechanism. The employee shal

25、l be responsible for the job duties.The opinion, ask the answer, ask the question, answer the question in the language to be accurate, insist the following look, look for management reason from the problem of worker occurrence, fromGentle, civilized, the strength to give up vague, blunt, extreme. In

26、 particular, in the case of tracing the responsibility of the cadres for the reasons of the passenger management, the cadres should be strictly committed to the strict workers. (2) strongIn the event of an argument, we should always take the responsibility for the management of the brigade conductor

27、 in the spirit of the service concept of tourists. Carry out the conductors responsibility system, three times personThe customers interest is the first, and the conductor is managed by the conductor on the basis of the unhurt feelings of the passengers, and is responsible for the whole operation of

28、 the train. columnConvince and explain the work and deal with the conflict in the service. Within the scope of responsibility, the production command and personnel shall be exercisedWhen the train delays the events affecting the passenger travel arrangement, the conductor shall have the right of the

29、 master bonus and the corresponding treatment to fully mobilize the conductors implementationApology, more consideration for the passengers fatigue, defused the passengers complaints. The initiative of management responsibility. Strengthen the management of all departments and cadres at all levels(5

30、) ability to deal with emergencies. It is the responsibility to deal with emergencies. In order to improve the service quality of ordinary passenger trains, they must be strengthenedNon-programmed decision making, no chapter can be followed, how to successfully handle emergencies is the system, mult

31、i-department cooperation and the management responsibility of cadres at all levels.It is a challenge that must be faced squarely. 2.3 implement a scientific marketing strategyThis is to strengthen the training and rehearsal of the contingency plan, enhance (1) optimize the ride environment and incre

32、ase the hardware input. According to passenger psychologyIts ability to handle all kinds of emergencies effectively.A competent flight attendant and culture, life background, in train decoration, dining car design, tableware specifications,In the event of crisis, the effective measures to deal with

33、the crisis should be taken timely, with the color coordination and visual comfort in the aspects of curtains, bedding and carpet.To ensure the safety of life and property of passengers, the clothing design of the flight attendants should be reduced in a low tone. The cap shall be changed to beret.Da

34、mage and loss. The breastplate is a brand of the brand train. Train from2.2 adhere to the innovation management, establish various mechanism bodies, humanities to the catering environment, from the color to the brilliance, from the visual to the feeling,(1) introduce competition mechanism. In the pa

35、ssenger transport system, we will vigorously promote the use of labor system from the art to the spirit, and the design of the passengers psychology and the characteristics of The Times.Degree reform, actively introduce competition mechanism. To refine service standards, improve service quality, and

36、 set up service standards on passenger train car base (2)To break the boundary between the state and the collective workers, the staff will compete in the psychological position of the passengers. The train service shall follow three service standardsTo strengthen competitive consciousness and respo

37、nsibility consciousness. No interference operation. Combined with the characteristics of the train to the train, the improvementThe section of the car will delay the operation and broadcast time of the train captains and train captains of the ordinary passenger trainsIn the meantime, the company wil

38、l be able to compete in the public bidding, and meanwhile, it will break the system of the flight attendants and open the curtain time in the morning to create a quiet and comfortable travelling environment for the passengers.Pull up, compete to get on the train, establish the inferior person, the m

39、ediocre cadre management machine, the service. Train attendants are active in their assignments and walksIn order to solve the problem of the lack of competition for train passengers, passengers are introduced to make passengers feel their master status in the carriage. Good service.The competitive

40、bidding mechanism for the train service. The fixed point station door, fixed point change ticket, fixed point water supply, fixed point self-introduction,(2) establishment of incentive and restraint mechanisms. To establish inter-departmental joint responsibility for the registration of designated a

41、reas; Positioning of spare cleaning tools; Not sitting in the cabin.Their relationship. According to the regulation of the interconnection compensation, the system 2.4 reasonable dispatching command is used to improve the trains positive rateThe responsibility of maintenance and use, preparation and

42、 quality control of the passenger bus. Railway transport enterprises shall eliminate construction, equipment failure and accidentsIn the transfer of the passenger trains bottom, if the passenger train is to take the passenger train to the passenger train the factors that affect the passenger train.

43、After the train is late, oneThe control group fails to meet the standard of the warehouse, and the vehicle department shall strengthen the dispatching command and operation adjustment to the passenger side and take measures to recover as much as possible3307 - a s- - - - - - - - - - - - - - - - - -

44、- - - - - Page 3 - - - - - - - - - - - - - - - - - - - - - - -Wip information Article number: 1003-1421 (2008) 07-0032-02: U292.4 document identification code: BStrengthen the houma areaThe discussion of centralized dispatching commandXu Il island xiang, Yang jun-lock, han xue min

45、(1. Taiyuan railway bureau transport, shanxi taiyuan 030013; 2. Taiyuan railway bureau hou ma north station, shanxi hou ma 043000)The train delivery plan provided by the crew will dispatch the train to the stationAbstract: according to the current situation of scheduling command in hou ma, the outli

46、ne plan of the station is analyzed. The station dispatch is responsible for collecting all directions to the north stationScheduling command system, train flow adjustment, traffic flow problems, train operation information, according to the general schedule of the train arrival plan,Taking the vario

47、us stations in the houma area to include the centralized dispatching command system, and the motorcycle delivery road plan provided by the locomotive attendant, and the establishment of the control system,Plan to make a balanced use of the capacity of each yard to reach the hair line, and raise the

48、stage plan of two or four fields; The locomotive attendant is responsible for collecting all directionsThe station ADAPTS and strengthens the locomotive and the route plan of the transportation analysis and assessment, and sets out the route plan for each direction trainOrganizing measures to effect

49、ively increase the average daily handling number of the hou ma area, row, and make progress according to the train operation condition and the operation schedule of the train, and passKnow the business section called class; The assistant dispatcher is responsible for the compilation of the humps and

50、 the ends of the nails.The efficiency of operation is improved when the station is compressed.B, c, d, four demodulators for the adjustment of the engine; Assistant adjustableKey words: railway; Centralized dispatching command; Transportation organization; measuresDegree 2 is responsible for the pre

51、paration of the bus for the north railway stationWork plan, assist the total schedule to calculate the current car, use transport station 1 fromThe actual table of technical operation of hou ma north station.The present situation of dispatching command in hou ma area2. Problems with transportation organizationHouma area including hou ma bei, hou ma, qu wo and high show 4 stations, itThe north railway station is a four-level technology station, with the main responsibility of south tongpu and hou 2.The problem of th