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JSC FPC sees service quality and safety as the integral components of its strategy.
JSC FPC Policy on Quality
Follow Management Leadership principle as part of the management system and ensure that each employee is engaged in quality-improvement activities
Develop employees’ competences and motivation
Improve customer experience and build loyalty
Use Russian and international best practices to ensure continued improvement of the Quality Management System of JSC FPC, improve its performance and efficiently through innovation, including lean production
Ensure compliance of the Quality Management System of JSC FPC with ISO 9001:2008 and applicable regulatory requirements
Establish and maintain mutually beneficial long-term relationships with governmental bodies, civil society institutions, Russian Railways Holding and suppliers
Service quality in JSC FPC’s passenger trains and ticket offices is monitored by the Internal Control and Audit Centre of JSC FPC. Being under the direct supervision of Company’s managing director, the Centre conducts audits and develops corrective actions based on the audit results.
Day-to-day tasks related to service quality management processes are carried out via the existing hierarchy of management, with the Transportation Department, Passenger Service Department, Rolling Stock Department, Sales Department and Meals Department at the top.
Shaped by Deputy Managing Director for Strategic Development and Corporate Governance, the corporate quality management system is based on the ISO 9000 series standards.
The Company conducts quarterly surveys of train passenger satisfaction, including assessment of the impact that the activity of its divisions responsible for different aspects of the service has on passenger experience.
During a survey, passengers who travel by train are asked to complete a questionnaire.
Surveys includes assessment and analysis of various parameters affecting a passenger’s travelling experience, such as:
Purchase of a ticket in a ticket office
Purchase of a ticket on the website and self-service terminals
Trip time and duration
Sanitary condition of the car
Rail car interior
Car attendant’s work
Tea service and availability of snacks on sale
Information materials in the car
Availability of information about promotions and special offers
Technical condition of the passenger car
Technical condition of the dining car
Meals in the dining car
Personal security level and security of personal belongings
Quality of service-price ratio and other
Results in the range from 4.5 to 5 points correspond to a high level of customer satisfaction. The range from 4 to 4.44 points corresponds to a moderate level of customer satisfaction. Low customer satisfaction is registered when 3.9 or less points are given.
Customer focus increase, %
According to the passenger surveys conducted in 2013, the following parameters improved considerably:
Ticket purchase procedure (due to rapid development of electronic sales channels and electronic registration)
Technical condition of passenger seats, entry area, corridor, toilets (achieved through renovation of old cars and purchase of new ones)
Overall passenger satisfaction in 2013 was 4.44 points, meaning that in terms of customer focus JSC FPC achieved moderate results or 89%, a 1% increase compared to the level achieved in 2012.
To improve the quality of service and make it easier to buy long-distance train tickets, JSC FPC is working actively on the development of electronic sales and service channels. In 2013, the share of e-tickets in the total volume of long-distance tickets sold by JSC FPC 2013 grew by 6% compared to the last year, reaching 19% (more than 22.6 million seats), including 1.5 million seats sold via self-service terminals, a 39 % increase compared to 2012.
In addition to promotion of e-sales, JSC FPC is taking efforts to inform passengers of the existing electronic sales channels and encourage them to buy e-tickets.
For more information on this, please refer to “Company’s Strategy” (the subsection on a project called “Sales Channels Optimisation, Branding and Advertising”).
increased garbage collectors capacity (up to 2 times more volume per passenger)
Effect of Moscow — Adler project initiation:
Decrease of operational expenses per passenger-space by 38%
decrease of life cycle cost factor per passenger-space by 40%
decrease of energy consumption factor per passenger-space by 32%
increase of train personnel productivity by 33%
decrease of payback period by 41%
Mineralnye Vody Depot
To provide facilities for double-deckers operation after two years of massive reconstruction, in 2013 minor repair works launched in Mineralnye Vody Depot. Estimated capacity totals 1,300 cars a year.
Depot ACS provides fully automated control over technological processes of the repair, from planning to launching the repaired car from depot. Control is based on the state-of-the-art technologies:
intergration into the equipment (the system receives all the necessary data from other automated systems of JSC FPC, JSC RZD and directly from machines and measuring benches),
automated control over expenses and quality of work.
By deploying the Depot automated control system, the Company expects to achieve:
a 10 % reduction in car repair time through better planning, logistics and parallel processes;
a 20 % decrease in per-car repair costs;
more effective use of resources (only the required minimum of production-related materials is kept in store).
2013 results: service quality improvement
FCP’s core business: Long-distance passenger train service in the Russian Federation and in the international market
Price, sales, promotions planning
Route planning and timetable preparation
Fleet planning, train crew work and meals
Pre-trip car preparation, maintenance, train makeup and equipping
En-route passenger service
of FCP’s trains included in the 2013/2014 timetable became part of the dynamic pricing system
of non-regulated service featured promotions of some kind
on most popular routes
rains became faster
+9% compared to 2012
is the share of express trains in the 2013/2014 timetable
is the increase in the speed of long-distance trains in the entire network
increase in passenger numbers through replacement of 800s electric trains with 100s premium service express trains on the Moscow-Yaroslavl route
increase in passenger numbers on the route No. 103/104 Moscow-Adler after the replacement of the ordinary trains with double-deck ones
with a Certificate of Trust (5% of all FCP’s train crews)
+9.5% by 2012 provided with meals in summer 2013
is the number of passengers provided with hot meals in long-distance trains in 2013
compared to 2012
the number of breakdowns
compared to 2012
reduction in the share of maintenance requiring uncoupling
compared to 2012
reduction in the share of maintenance not requiring uncoupling
+6% compared to 2012
is the share of e-tickets in 2013
million in 2007
e-tickets sold since the introduction of electronic sales, every 5 ticket sold is an e-ticket today
people is the audience that gets up-to-date information about FCP’s products and services on a quarterly basis
thousand passengers since July 1st, 2012
are registered in the RZD-Bonus loyalty proggram
Reduction in the number of complaints from passengers travelling by long-distance trains served by FCP
increase in the number of thank-you responses addressed to train crews
is the share of premium-service trains in the total number of trains in the 2013/14
complaints per 100 thousand passengers
The number of complains from passengers travelling by premium-service trains dropped
Installation of air-conditioning and eco-friendly toilet systems
All new trains are equipped with eco-friendly toilets (EFT) and air-conditioning systems (ACS).
To improve comfort, the Company continued to equip its cars with the following systems and devices in 2013:
Air-decontamination systems in 217 overhauled cars
New batteries with extended lives in 366 cars (these batteries allow air-conditioning systems and other electricity-powered equipment in passenger cars to work at least 5 hours during long stops and at low speeds; this is achieved through a 30-50% increase in capacity compared to previous batteries)
Hard wood window frames (over 10.2 thousand frames replaced) and PVC window frames in overhauled cars
Cars with ACSs
Cars with EFTs
Corporate quality management system improvement
In 2013, JSC FPC got from Moody International (renamed to Intertek Rus since September 9, 2013) a certificate of compliance with ISO 9001:2008 and GOST ISO 9001:2011.
In 2013, the Company started to take methodological and practical steps towards the expansion of the corporate quality management system that had been used in the business processes related to passenger service in first-class cars and depot repairs so as to cover the activities of JSC FPC’s administration, central divisions, branches and branch subdivisions involved in the following lines of business:
National and international passenger, carry-on baggage and unaccompanied baggage service in long-distance trains
Sale of tickets for long-distance trains
Carriage and storage of carry-on baggage and unaccompanied baggage
Provision of services to passengers in long-distance trains
Rolling stock operation, maintenance and repair
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