Unified Coaching Theory English PDF

Summary

This document details about the railway organization. It discusses the functions of a commercial department and different sections of the railway organization, such as Railway Board Level, Zonal Level, and Divisional Level. It also elaborates about public complaints received by the railway organization.

Full Transcript

Chapter 1: - Foundation _________________________________________________________________ Commercial organisation - 1) Railway Board Level Railway Minister Minister of State of Railways Chairman...

Chapter 1: - Foundation _________________________________________________________________ Commercial organisation - 1) Railway Board Level Railway Minister Minister of State of Railways Chairman Railway Board & CEO M,O & BD (Member Operations And Business Development) 2) Zonal Level General Manager Additional General Manager Principal Chief Commercial Manager CCM (PS) CCM (PM) CCM (FS) CCM (FM) CCO 3) Divisional Level Divisional Railway Manager Additional Divisional Railway Manager Senior Divisional Commercial Manager Divisional Commercial Manager ACM (Coaching) ACM (Goods) ACM (Ticket Checking) 9 Functions of Commercial Department – 1. To issue reserved and unreserved tickets to passengers. 2. Booking, loading / unloading and delivery of Goods traffic. 3. Booking, loading / unloading and delivery of parcel and passenger luggage. 4. Booking, loading / unloading and delivery of livestock. 5. Checking of tickets at stations and in trains. Collection of Charges from without ticket and irregular Travellers. Charging of un-booked luggage. 6. Accountal of cash received from above mentioned activities and remittance to Chief Cashier through Station Master / Cash clerk. 7. Preparation and submission of Balance sheet at the end of the month and other statements time to time to the Accounts Office. 8. To provide facility of enquiry regarding reservation and running of trains. 9. Disposal of claims and taking measures to prevent claims. 10. Maintain public relations. 11. Disposal of public complaints. 12. To provide catering service and other passenger amenities and up-gradation of provided amenities. 13. Commercial publicity – Publicity of services / amenities provided by Railways and earn through advertisements. 14. Marketing and Sales. 15. Traffic Survey. 16. To co-ordinate with other modes of transport. 17. To provide catering service, alternate transport services to passengers and payment of ex-gratia at accidental site. 18. To conduct meeting with members of railway users consultative committees at Station, Divisional, Zonal and at the Railway Board level. 19. Opening of halt station, City Booking Office, City Booking Agencies, out agencies and Sidings. Appointment of contractors for sale of tickets at halt station. 20. Disposal of station outstanding. 10 Public Complaints Definitions: - When there is any deficiency in services / amenities provided or any inconvenience passenger, then complaint is lodged. It means Complaint is an allegation against Railway administration. General Causes for Complaints - 1. Theft of passenger luggage in train. 2. Entry of unauthorized passengers in passenger coaches. 3. Delay in running of trains. 4. Damage to booked luggage / parcels. 5. Improper cleanliness in trains and stations. 6. Dirty bed rolls in the trains. 7. Regarding settlement of claim. 8. Regarding corruption 9. Deficiency in catering service. 10. Discourteous/non cooperative /rude behaviour of commercial staff. 11. Inadequate facility of drinking water. 12. Improper functioning of electrical equipments. 13. Incorrect information and improper guidance provided to railway customers on enquiry. 14. Railway employees’ ignorance about rules. 15. Inadequacy in amenities provided to railway customers. 16. Accidents to passenger trains and improper disaster management in case of accidents. 17. Over charging the railway customers. 18. Not attending telephones in enquiry office. 19. Over carriage of parcels and luggage. 20. Gents travelling in ladies coach. Disposal of Complaints: 1. If a complaint is received about non-availability of water or non-functioning of lights/fans in coaches, to render assistance to the passengers, concerned employee should be informed immediately and the problem should be resolved. 2. If gents are traveling in ladies coach, they should be requested to leave the coach; otherwise assistance of the security personnel should be taken. 3. If reserved accommodation could not be made available to passengers, they should be helped. 4. It is the duty of railway employee to work according to rules to avoid the complaints. 5. Employee should always be vigilant on duty. 11 Modes of lodging Complaints 1. Complaint and Suggestions Book. - Every organization needs Complaint and Suggestions Book because the employees of an organization cannot find deficiencies of the organisation; hence the complaints or suggestions are always welcomed. The complaint book is available at all the stations with Station Master, the guards and Conductors of all passenger trains, in refreshment rooms and in reservation offices. This is a numbered book with 3 foils of each number:- 1) Record 2) Passenger 3) Divisional office. The complaint should contain particulars of complainant like-name of Complainant, address, reason of complaint; signature etc. and it should be signed by Station Master. Efforts should be made to dispose-off the complaint immediately at the same time. Third foil should be sent to DCM office by first available train. The complaint books should be made available immediately to the passenger on demand, otherwise departmental action can be initiated against the railway employee. 2. IRCMS is a web based complaint management system started in Indian Railways. Passenger can lodge their complains on web site i.e. www.customercare.indianrailways.gov.in 3. Passenger can lodge their complains on tole free number 139 which is available in 12 languages. Other methods to lodge complaints - 1. Complaint Book 2. Verbal 3. Through post 4. Through SMS 5. Through e-mail 6. Telephonic 7. Twitter 8. Assistance booth 9. CPGRAMS 10. Direct contact with officers. 11. Complaint cell. 12. Public representative 13. Public committees 12 14. CVC/vigilance/CBI 15. Railway Ministry 16. PIDPI 17. RAIL MADAD 18. Through CMS 19. On 139 through IVRS Public Grievience Redressal Machinery – To redress public complaints, Public Grievance Redressal Machinery is functioning at the Railway Board, Zonal, and Divisional level. At Railway Board level, the work of this organisation is looked after by Executive Director (Public Grievances). At Zonal level, the chief of this organization is Additional General Manager. Any rail user can directly contact him on the first and third Friday. At Divisional level, the chief of this organization is Additional Divisional Railway Manager. Any rail user can contact him directly on every Friday. Any rail user can directly contact General Manager on the last Friday of the month. The time for contact is 15- 16 Hours. Time limits fixed forPublic grievances: - Divisional Level - One week Zonal Level – 15 days Railway Board Level – 01 Month Public Relations –Indian Railway is a commercial organization. It is essential for every organization to maintain relations with public. Public Relation involves maintaining good relations with public, to put forth the problems of public in front of administration, and to inform public regarding amenities provided by railway administration etc. Main Objectives of Public Relations:- 1. Maintaining good relations with public 2. To gain faith of public. 3. To improve the image of Railways in public. 13 Public Relation Organisation – At Zonal level, this organization is functioning under Senior Deputy General Manager. He is assisted by Chief Public Relations Officer, Public Relations Officer, and Assistant Public Relations Officer. At Divisional level this work is looked after by Commercial Department. Main Functions of organization:- 1. Providing wide publicity about passenger amenities amongst public. 2. Publicity regarding changes in Time Table. 3. To inform concerned officer regarding complaints received from public. 4. To give clarification about the rumours published in the newspapers. 5. To obtain earnings through Commercial Publicity. To maintain public relations the following committees are formed at various levels. 1. National Railway Users Consultative Council. (NRUCC). 2. Zonal Railway Users Consultative Committee. (ZRUCC). 3. Divisional Railway Users Consultative Committee (DRUCC). 4. Station Consultative Committee (SCC). 5. Suburban Railway Users Consultative Committee (SRUCC). 6. Railway Users Amenity Committee (RUAC). 7. Time Table Committee.(TTC) National Railway Users Consultative Council (NRUCC): 1. President– Railway Minister. 2. Secretary– Director Traffic Comml. (General). 3. Tenure – 2 Years 4. Meetings– Twice in a year. 5. Allowance– As per prescribed rate and Complimentary pass. 6. Members- a. Chairman Railway Board and all members of Railway Board. b. Secretaries of Ministry of Commerce, Civil Supplies and Co-operation, Industry, Tourism and Civil Aviation Ministry. c. 10 members from Lok Sabha. d. 5 members from Rajya Sabha. e. 1 member from each ZRUCC. f. 2 members from Chamber of Commerce. 14 g. 1 member from Agricultural Organization. h. 1 member from industrial Organization. i. 2 members - Retired Railway Officers (GM / Members of Board) 7. Functions- i. Demand for improvement in passenger services and amenities. ii. Demand regarding opening of new stations iii. Demand regarding conversion of Gauge iv. Demand regarding extension of Railway Line. v. Discussion regarding increase in speed of trains. vi. Demand for improvement in catering services. Zonal Railway Users Consultative Committee (ZRUCC) 1. President -General Manger. 2. Secretary -Secretary to General Manager. 3. Tenure -2 years. 4. Meeting -Thrice in a year. 5. Allowance-As per prescribed rate and Complimentary Pass. 6. Members - a. One Member from Government of each of the states served by that railway. b. One member from each State Legislative Assembly/Council served by that railway. c. 5 members from Chambers of Commerce and Trade Associations. d. One member from each DRUCC. e. 7 members from Lok Sabha and 3 from Rajya Sabha. f. 2 members each from Agricultural, Passenger associations and Public Sector Undertakings. g. 1 member from Consumer Protection Organisation. h. 9 members (8 members nominated by MR and One by GM). 7. Functions – a. Demand for Improvement and increase of passenger services and facilities provided by the Railway. b. Demand for Improvement and increase in quality of Catering Services. c. Demand regarding opening of new stations and sidings. d. Demand for the electrification in section. e. Demand for changes in Time Table. 15 f. Demand of coolie at the station where such facility is not provided. g. Suggestion to Railway administration regarding railway working. Divisional Railway Users Consultative Committee (DRUCC) 1. President- Divisional Railway manager. 2. Secretary- Sr. DCM/DCM 3. Duration- 2 Years. 4. Meeting- once in three months ( at least 3 in a year) 5. Allowance- As per prescribed rate and Complimentary Pass 6. Members- a. 6 members appointed by GM from local chamber of commerce, trade, Industrial and agricultural associations. b. 2 members from recognized passenger association to be appointed by GM. c. 9 members of whom one is nominated by GM and remaining 8 are nominated by Railway minister. d. One Member from Government of each of the states served by that division. e. One member from each State Legislative Assembly served by that division. f. One member each nominated by Union Minister and Members of Parliament within jurisdiction of the division. (MP can’t be nominated as a member in this Committee) g. One member from Consumer Protection organisation. h. One member from association of handicapped. 7. Functions – a. Consider Matters referred by National Railway Users’ Consultative Committee and Zonal Railway Users’ Consultative Committee. b. Demand for improvement in passenger services and amenities provided by Railway. c. Demand for opening of new stations. d. Demand for changes in Time Table Station Consultative Committee (SCC) 1. President& Convener - Station Director/Station Manager/ Station Superintendent/ Station Master 2. Duration - 2 years. 16 3. Meetings - 3 times in a year. 4. Allowance-As per prescribed rate and complimentary pass. 5. Members - a. The Total number of members to be nominated on SCC shall not exceed --- For NSG-01 -11 for NSG-02- 09 for NSG-3- 07 for NSG-4,5,6 -05 and SG-1-11 for SG-2, 09 for SG-03- 07. b. The members are representative from different fields like chambers of commerce, local trade & industry, local educational institutions, local self- government bodies, eminent persons of the area & general public. c. SSEs of various department i.e. electrical, mechanical, civil etc. and other officials can be co-opted in SCC d. SCC is constituted with approval of DRM 6. Function – a. Demand for Improvement of passenger service on stations. b. Demand for maximum facilities for Railway users. c. Discussion on difficulties, grievances, problems of Railway users and give the suggestion. Suburban Railway Users Consultative Committee (SRUCC) 1. President - COM 2. Secretary - DGM 3. Duration - 2 years 4. Meeting - As and when required, 5. Allowance - As per prescribed rate and Complementary pass. 6. Members- a. One member from Municipal Council (max. 2 members) b. One member from DRUCC of the Division under jurisdiction which the station comes. c. One member from Zonal Railway Users Consultative Committee. d. 4 members from suburban passenger organization. e. One lady member who is nominated by GM and she should be a member of Lok Sabha or MLA/MLC. 17 f. In addition to that 4 members are nominated by Railway minister and one is nominated by ministry of parliamentary affairs. Time Table Committee (TTC) 1. President - COM. 2. Secretary - Nominated by GM. 3. Duration - 2 years. 4. Meeting - As and when required. 5. Allowance- As per prescribed rate. 6. Members - a. One member from each Divisional Railway users Consultative Committee. b. 3 members from registered passenger Organization. c. One member nominated by GM. d. One member from National Railway Usurers Consultative Council who is also members of Zonal Railway Usurers Consultative Committee. 7. Function - a. Suggestions are accepted from this committee while preparing Time Table and it can demand change in time table. b. To publish Time Table and send it to Divisional and stations. Railway users Amenities Committee (RUAC) 1. President - GM 2. Secretary - Nominated by GM. 3. Duration - 2 years. 4. Meetings - As and when required. 5. Allowance- As per prescribed rate. 6. Members - a. One member from each DRUCC. b. One member is nominated by GM. c. CCM, COM, PCE, CEE. 7. Functions – 18 a. Suggestions for improvement and increase of passenger services and facilities provided by the Railway. b. To prepare annual program to provide amenities to the passengers. Note: - This committee will not work for suburban section. Functions of Commercial Department at Accident site: 1. Preparation of list particulars of injured passenger. 2. Searching of the doctor in the train. 3. To arrange First Aid for injured passengers. 4. Sending injured passengers to the Safe place. 5. To arrange to send the serious passenger to the hospital. 6. Taking Help of NGOs 7. Arrangement of safety for the passenger’s luggage. 8. To prepare a list of serious and deceased passengers. 9. Arrange water and meals. 10. Arrangement for transhipment. 11. Issue passes to Kith and kin of affected passenger. 12. Arrangement of waiting room and retiring room facility to Kith and kin. 13. Message to be issued to Kith and kin of affected passengers. 14. Arrangement for refund of fare Customer Care and Customer Satisfaction: - Passengers, consigners and consignee are the customers of railway as they provide revenue to railway. They expect for easy availability of ticket, confirm reservation, concession in fares and refunds as well as catering, passenger amenities and expeditious Redressal of complaints and grievances. Similarly, consigners and consignee want privilege of smooth booking and delivery of their goods. Therefore, railway has to look after the ways of customer satisfaction through improvement in services. There are two types of Customer Satisfaction. i. Physical Satisfaction. ii. Mental satisfaction. Indian Railway is a commercial organisation. It should be the prime motto or principle of every commercial organisation that every customer should get mental and physical satisfaction. The first object of Indian Railway is to serve and then earn the 19 profit. The working of any organisation denotes the quality of organisation. The higher the quality of service will be, the customer’s satisfaction will be higher. It is not enough to earn profit for the progress of any business, but it should be seen that quality services should be provided by which customer will get mental and physical satisfaction. If we are not satisfying our customer is fully, the image of railway will be negative day by day. So, customer satisfaction is major part of our work. For the satisfaction of customer it is essential to follow the principles of Public Relations. It is essential to reach the passenger, their luggage, parcels, goods etc, as early as possible at destination safely. To improve the customer satisfaction, the following steps are taken by railway administration. 1. Running of superfast Trains. 2. Weekly Trains are run on daily basis. 3. Tickets are issued by computerized system. 4. Provision of catering services. 5. Quick disposal of public Claims. 6. Quick disposal of public complaints. 7. Training of customer care to the commercial staff. Courtesy: - The meaning of courtesy is humble, manners and helpful behaviour. Courtesy is the relationship between good people courtesy is inherent in a human being since childhood otherwise due to his bad behaviour he will destroy his name as well as the name of the department and also of the Indian Railway. Indian Railway is the property of Indians. The main object of Railway is to serve people and then to earn profit Indian Railway sales transportation services. As such the business of railway is fully depend upon the co-operation of public. For getting the co- operation from the public the courteous behaviour of railway employees is essential. The “Conduct rules for Railway employees” are published by Railway Administration time to time. Some important conduct rules are as under- 1. Each employee should be present timely for duty. 2. He should be in proper uniform. Uniform should be neat and clean. 20 3. Name plate and badge should be on uniform. 4. The correct information should be given to the customer. 5. To satisfy the Railway users and solve their complaints and grievances. 6. Senior employees must create a good example for junior railway employee. 7. A railway user is not an obstruction in our working but he is the important part of our function. Each passenger has right to get the co-operation from the railway employees, hence he should be provided proper guidance and information. 8. Railway passengers are always in hurry hence their problem/difficulty must be listened carefully and solved accordingly. 9. One sweet and soft word can minimize the anger. This sentence should always be remembered. 10. The majority of travellers on Indian Railway is of second class, to whom railway administration is unable to provide all the required facilities and that it’s why this class is always unsatisfied. Hence the travellers of this class should always be handled with courteous and helpful manners. Courtesy is the foundation of Public goodwill. Courteous person always behave with courtesy in all circumstances. Railway customer is our guest from the time he enters Railway premises, till he leaves Railway premises. Hence all facilities and services provided by Railway Administration should be given to him. With the courteous behaviour the employee can increase the Goodwill as well as name of Zonal Railway and Indian Railway. Courtesy week is organized by Railway in every year from 10th to 16th April. Categorization of stations:- 1. Categorization of stations shall be reviewed after every 5 years. 2. Categorization of the stations has been reviewed in 2017-18 on the basis of passenger earning and / or outward passengers handled at stations for the year 2016-17. 3. The number of station falling under various categories remains same till the next review is done. 4. Basic parameter for Categorization of stations is the passenger earning of each station, from both unreserved and reserved passengers and outward passengers handled at that station. 21 5. The passenger earnings are to be calculated on the basis of the number of passenger boarding at a particular station (both reserved and unreserved), irrespective of the location from where the ticket has been issued. 6. The data of Passenger earnings is to be collected from PRS, UTS, JTBS and YTSK etc. 7. In order to provide passenger amenities, the stations are categorized in three categories on the basis of Passenger earnings or and / or outward passengers handled at stations: i. Non-Suburban Stations: NSG-1, NSG-2, NSG-3, NSG-4, NSG-5, NSG-6 ii. Suburban Stations: SG-1, SG-2, SG-3 iii. Halt stations: HG-1, HG-2, HG-3 (NSG= Non Suburban Group, SG=Suburban Group, HG= Halt Group) Categorization of stations for the provision of passenger amenities: Categor Criteria of proposed N0. of Criteria of proposed No. of Total y of the earnings stations outward passenger stations Number stations based handled @ based on of on passengers stations earnings handled Non-suburban stations NSG-1, >500 crore 14 >20 million 7 21 NSG-2 >100 crore10 million20crore5 million10 crore2 million1crore 1 million10 crore10 million5 lakh 01 lakh

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