Customer Service Quality
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Questions and Answers

What is Rail Traffic?

The traffic transported by railways (trains)

What is Goods Traffic?

The traffic carried by goods trains

What is Coaching Traffic?

The traffic carried by coaching trains

What does Railway premises include?

<p>All of the above</p> Signup and view all the answers

Who is a Consignor?

<p>The party booking goods at forwarding station</p> Signup and view all the answers

Who is a Consignee?

<p>The party receiving goods at destination station</p> Signup and view all the answers

What is the purpose of Out Agency (OA)?

<p>To facilitate rail traffic from Industrial Areas where there is no railway line</p> Signup and view all the answers

Military Siding construction is paid for by the military department.

<p>True</p> Signup and view all the answers

What does the abbreviation 'WRF' stand for in the context of railways?

<p>Wagon Registration Fee</p> Signup and view all the answers

The time during which loading and unloading of goods is undertaken at Goods Shed/Siding is known as ________ hour.

<p>Working</p> Signup and view all the answers

What is the priority classification for Traffic Type C+ in the iron ore traffic category?

<p>Priority</p> Signup and view all the answers

Which traffic will get preference over other traffic within the same class of priority according to the General Instructions?

<p>Block Rake traffic</p> Signup and view all the answers

Mis-declaration of goods can result in penalties according to the Railway Act.

<p>True</p> Signup and view all the answers

The __________ should examine the packing condition of goods at the time of accepting goods for booking and carriage.

<p>concerned Railway employees</p> Signup and view all the answers

What is the Wagon Registration Fee per standard rake for BG gauge?

<p>Rs 100000</p> Signup and view all the answers

Wagon Registration Fee is collected from Military traffic booked on Military Credit Note.

<p>False</p> Signup and view all the answers

What is the Lump sum deposit for Government Departments for Wagon Registration Fee?

<p>Rs 5,00,000</p> Signup and view all the answers

Money Receipt (MR) will be issued to Consignor after collecting Wagon Registration Fee. It is in the form of a numbered __________.

<p>book</p> Signup and view all the answers

Match the commodity with its Sponsoring and Accepting Authority for coal traffic:

<p>Coal &amp; Coke = Public sector Coal companies and co-users of siding, Private Coal companies and co-users of the washery sidings Coal importers = Portfolio Clients Operations Manager (PCOM) / Centralized Freight Traffic Manager (CFTM) of respective Zones Coal traffic for indigenous coal = EDRM / Kolkata, Director / Jt. Director-Rail Movement / Kolkata, COM / CFTM of respective Zones</p> Signup and view all the answers

Only __ traffic will be charged at the highest class rate.

<p>BG</p> Signup and view all the answers

What does LR3A represent in the context of class rates?

<p>Lowest class rate</p> Signup and view all the answers

Train Load Consignment rates are higher than Wagon Load Consignment rates.

<p>False</p> Signup and view all the answers

What is the purpose of the Wagon Registration Fee?

<p>Collecting fee at the time of registration of indent.</p> Signup and view all the answers

Match the following wagon types with their standard minimum number of wagons:

<p>BOXN, BOXNHS, BOSNHSM1, BOXNM1, BOXNHA, BOXNEL, BOXNLW, BOXNCR = 58 BRN, BRNA, BRNAHS, BOST, BFNS, BCN, BCXN = 35 BTAP, BTCS, BTPN, BTFLN, BCCW = 48</p> Signup and view all the answers

What is the purpose of in-motion-weigh-bridge (EIMWB)?

<p>To reduce leakage of railway revenue and increase transparency</p> Signup and view all the answers

Unclassified goods are known as goods that are not classified in the General Classification Book.

<p>True</p> Signup and view all the answers

What is the purpose of Pocket Labels? Four pocket labels are prepared for each wagon; two are kept in the outside pockets and two are kept in the inside pockets of the wagon. The labels help in __________.

<p>connecting unconnected wagons</p> Signup and view all the answers

Match the following labeling types with their descriptions:

<p>Paste-on Labels = Booking particulars are written on this label and it is pasted on the wagon door from inside. Seal Cards = Tied on doors of covered wagons, on which seals are affixed with complete booking particulars. Pictorial Labels = Directions regarding handling of packages are given through pictures. Instructional Labels = Instructions regarding handling of packages are given through text instructions.</p> Signup and view all the answers

What is the period of invoicing mentioned in the content?

<p>6 months</p> Signup and view all the answers

What details are maintained in an Invoice Index Register? Select all that apply.

<p>Distance</p> Signup and view all the answers

An Invoice Book should be kept in safe custody.

<p>True</p> Signup and view all the answers

What is the monetary liability per Elephant according to the Railway Act?

<p>6000/-</p> Signup and view all the answers

Match the livestock with their respective space requirements for booking:

<p>200 K.G. = 1.00 sqm. 300 K.G. = 1.20 sqm. 400 K.G. = 2.00 sqm. Setline Horse = 2.25 sqm. Pregnant Female Mare = 2.00 sqm.</p> Signup and view all the answers

Under what circumstances is a license not required for booking contraband goods?

<p>All of the above</p> Signup and view all the answers

What should be written on packages containing arms, ammunition, or military stores?

<p>Arms, ammunition, or military stores should be written on packages.</p> Signup and view all the answers

Unclaimed contraband goods may be auctioned if not collected in time.

<p>False</p> Signup and view all the answers

At the time of preparation of Railway Receipt, License number should be written on ________ and Railway Receipt number on License.

<p>Railway Receipt</p> Signup and view all the answers

How should explosive goods be handled to prevent accidents?

<p>Packages should not be dragged along the ground</p> Signup and view all the answers

Study Notes

Railway Training Institute

  • The Zonal Railway Training Institute is located in Bhusawal, Central Railway.
  • It is the largest and premier training institute of Indian Railways.
  • The institute has achieved IS/ISO-9001:2015 certification for quality standards in railway training.

Rail Traffic

  • Rail traffic is classified into two types: Goods Traffic and Coaching Traffic.
  • Goods Traffic is further divided into two categories: Wagon Load and Train Load.
  • Coaching Traffic includes Ordinary, M/Exp, Super-Fast, Rajdhani, Shatabdi, GaribRath, and Parcel trains.

Definitions

  • Railway premises include station building, platforms, railway track, goods shed, godown, railway sidings, and other property belonging to railways.
  • A goods shed is an office where goods traffic is handled.
  • A forwarding station is the station from which traffic is booked.
  • A destination station is the station to which the traffic is booked.
  • A consignor is the party who books goods at a forwarding station.
  • A consignee is the party who receives goods at a destination station.
  • An endorsee is the person in whose favour an endorsement is made for a specific purpose.

Siding

  • A siding is a branch line extended from the main line to an industrial area.
  • Sidings are constructed under an agreement.
  • There are four types of sidings: Military Siding, Private Siding, Assisted Siding, and Special Siding.
  • General rules for sidings include:
    • List of sidings is published by each Zonal Railway.
    • Sidings are constructed for booking specific types of goods.
    • Siding owner cannot give the siding to another party on rent/lease.
    • Siding owner may permit multiple co-users and inform the concerned Zonal Railway at least 7 working days in advance.

Important Information Found on a Wagon

  • Wagon number is printed on each wagon.
  • Owning Railway is printed on each wagon.
  • For Local traffic only: These wagons are utilized within the owning Zonal Railway only.
  • Return Date (R) is printed on every wagon.
  • Type of Wagon is printed on every wagon.
  • Carrying capacity is written on each wagon in tones.
  • Floor Area (FA) is written on every wagon in sq.mtr.
  • Tare weight is written on every wagon.

Working Hours and Business Hours

  • Working hours are the time during which loading and unloading of goods is undertaken at Goods Shed/Siding.
  • Normal working hours are from 6 to 22 hours.
  • Business hours are the time during which goods are accepted, booked, and delivered at Goods Shed.
  • Normal business hours are from 6 to 22 hours.

Busy Season, Lean Season, and Surcharge

  • Busy season is from 1st October to 30th June.
  • Lean season is from 1st July to 30th September.
  • Busy Season Surcharge will be levied on base freight in busy season.
  • Congestion Surcharge is levied on base freight for traffic booked to Bangladesh and Pakistan.
  • Supplementary Surcharge is levied on base freight for certain types of traffic.### Development Charge and IRCA Books
  • Development charge is levied on NTR at 5%
  • IRCA books used for goods traffic:
    • IRCA Goods Tariff No. 41 Part-I, Vol.I (Transportation of Goods/Live Stock, general rules of delivery)
    • IRCA Goods Tariff No. 49 Part-I, Vol.II (General Classification book for Goods)
    • IRCA Goods Tariff No. 49 Part-II (Goods freight tariff rates)
    • IRCA Red Tariff No. 20 (Transportation/rules/rates of dangerous & explosive goods)
    • IRCA Military Tariff No. 06 (Transportation rules of military traffic)
    • IRCA book for classification of stations
    • IRCM Vol.II (Goods traffic, Booking of Live Stock, Transportation, and Delivery rules)
    • Distance table for Central Railway
    • Distance tables for Foreign Railway
    • Indian Railway Map
    • ARNs issued by zonal railways

Forwarding Note (F/Note)

  • A printed form obtained free of cost at Station Master’s Office or Goods Shed
  • Executed by businessman desirous of booking goods/livestock by Railways
  • Importance of Forwarding Note:
    • Agreement between Railway Administration and Businessman
    • Legal document, free from stamp duty
    • Important document for settlement of Claims
  • Two sides: Front portion filled by Consignor, back portion by Railway Employee
  • Declarations to be made by Consignor on the Forwarding Note:
    • Regarding packing condition
    • Regarding defect in Goods
    • Selection of Route
    • Selection of Wagon
    • Cost of Goods and willingness to pay percentage charge or not

Types of Forwarding Notes

  • COM 627 F (For booking of General Goods and Livestock)
  • COM 628 F (For booking Dangerous and Explosive Goods)
  • COM 624 F (General Forwarding Note for frequent bookings from a particular station)
  • COM 629 F (Parcel Declaration Form for businessmen who have been given the facility of General Forwarding Note)
  • COM 656 F (For booking of Government Explosive Goods)
  • COM 691 F (For booking of Military Goods)
  • T 1601 (For booking of Railway Material Consignment)

Wagon Registration Fees (WRF)

  • Objective:
    • To avoid false/bogus indents
    • To avoid clashes between parties
    • To restrict competition between parties
  • Rates of WRF:
    • BG: ₹6000/- per wagon, ₹100000/- per standard rake
    • MG: ₹6000/- per wagon, ₹100000/- per standard rake
    • NG: No loading, No loading
  • WRF not collected in certain conditions:
    • For bookings from sidings owned by Platinum, Gold, and Silver Card holders
    • For all Container traffic
    • For Railway Material and Railway stores booked by Railway Officials
    • For Military traffic booked on Military Credit Note
    • For certain traffic exempted by Railway Administration
  • Lump sum deposit of WRF: ₹500000/- for Government Departments, can be given to private parties with regular transactions with Railways
  • Refund of WRF:
    • After completion of loading in supplied wagons and payment of freight
    • Non-supply of wagons up to 10 days of registration and subsequent cancellation
    • Bans/Restrictions imposed, and cancellation of indents before they are lifted
    • If open wagons are supplied against an indent of covered wagons or vice-versa### Railway Administration and Restrictions
  • The Railway Administration informs concerned stations about restrictions through messages.
  • All concerned staff should be informed about the restrictions under acknowledgement.
  • Restrictions are implemented from the next day of receipt, and non-compliance may result in departmental action.

Supply of Wagons

  • Stock reports are prepared based on indents registered, and the number of wagons required is mentioned.
  • Information is given to the Section Controller over the phone, and a copy of the stock report is sent to the Chief Controller.
  • A consolidated stock report is prepared at the Chief Controller's office, considering:
    • Preferential Traffic Order (PTO)
    • Bans and Restrictions
    • Date of Registration
  • Orders for supply of wagons are given after preparing the consolidated stock report.

Acceptance and Examination of Goods

  • Proper forwarding note should be executed.
  • Goods should be correctly declared on the Forwarding Note.
  • Destination station should be open for such goods traffic.
  • No ban should be imposed by Central/State Government for carriage of such commodity.
  • Goods should be packed properly.
  • At the time of accepting goods, the following should be examined:
    • Whether goods are damaged prior to booking
    • Weighment of goods
    • Goods should be tallied with the description of the forwarding note

Mis-declaration of Goods

  • According to Section 66 of the Railway Act, the consignor should correctly declare the name of goods on the Forwarding Note.
  • Reasons for mis-declaration of goods:
    • To get benefit of low rates
    • To book goods on which ban has been imposed
  • Penalties for mis-declaration:
    • Penal charges will be collected at four times the applicable rate
    • Penalty will be charged only on the mis-declared group of packages

Packing, Labeling, and Marking (PLM)

  • Objectives of PLM:
    • Prevent packages from mixing with other consignments
    • Prevent loss in transit
    • For easy handling
    • To put markings on packages
  • Packing conditions:
    • General packing conditions
    • Specific packing conditions (P1 to P6)
    • Special packing conditions (S1 to S3)
  • Labeling:
    • Instructional labels
    • Pictorial labels
    • Paste-on labels
    • Pocket labels
    • Seal cards
  • Marking:
    • Private marking
    • Railway marking
  • Importance of PLM:
    • To dispatch packages to the correct destination
    • To grant delivery to the correct person
    • To reduce claims on the Railway and improve its financial condition

Electronic In-motion Weighbridge (EIMWB)

  • Objectives:
    • Prevention of overloading
    • To reduce leakage of railway revenue and increase transparency
    • To reduce delay in transportation
    • To increase accuracy in calculation of freight
  • Provisions:
    • In-motion weighbridge will be installed at all loading points
    • It is mandatory to install in-motion weighbridge for all new private sidings

Weighment on Weighing Machine En-route

  • Objectives:
    • To weigh large machinery consignments, heavy articles, and loose commodities
    • To charge freight based on the actual weight
  • Procedure:
    • Freight will be charged at the weight declared by the party
    • A specific label and seal card will be affixed on the wagon

Routing of Goods Traffic

  • Goods will be dispatched by the route operationally feasible
  • Freight will be charged by the shortest route
  • Distance by the shortest route will be calculated on the basis of distance tables published by Zonal Railways

Rating of Goods Traffic

  • Class rate
  • Lumpsum rate
  • Wagon per kilometer rate
  • Station-to-station rates (STS)
  • Factors considered for fixing class rate:
    • Cost of service
    • Cost of transportation
    • Loadability of the commodity in a wagon
    • Susceptibility of the commodity to claims
    • Nature of the commodity
    • Rates of road transportation for that commodity

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This quiz is about customer service quality and its importance in an organization. It covers the aspects of customer satisfaction and how to improve it.

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