SMRT Trains – Managing Operations and Service Quality Harvard Case Solution & Analysis

This case deals with the quality along with service operations management problems confronted by SMRT Trains, one of the rapid transit train operators in Singapore. The trigger point for the case was the event of two substantial service disruptions on December 17, 2011 and December 15, 2011 . Despite the fact that the rail line that confronted the disruption had been around for more than two decades, this was the very first time that multiple dislocations of such enormous impact (five hours or more of loss of service) happened and affected commuters broadly across Singapore. The case delves into service procedures, quality management and root cause analysis.

SMRT Trains - Managing Operations and Service Quality case study solution

Publication Date: January 15, 2014 Product #: NTU047-PDF-ENG

This is just an excerpt. This case is about Leadership & Managing People

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