High-quality customer service and transport safety and security are essential to implementing the Company’s strategy.
Service quality control on-board and at ticket sales points is carried out by means of audits and elaboration of corrective actions based on audit results by FPC’s Centre for Internal Control and Audit directly reporting to the Company’s General Director.
Processes related to transport service quality are managed at the operational level within the hierarchy, with top tier comprised by the Transport Management Department, Passenger Service Department, Rolling Stock Management Department, Sales Department, and Catering Department.
Deputy General Director for Strategic Development and Corporate Governance is responsible for building the corporate quality management system in line with ISO 9000 international standards.
The Company monitors on a quarterly basis passenger satisfaction with their train journeys, including the assessment of individual business units’ contribution according to their areas of responsibility for various components of a service.
The research is conducted in the form of passenger surveys during journeys.
According to 2015 survey results, passengers noted significant improvements in the following aspects:
In 2015, the overall passenger satisfaction level reached 4.56 points, which indicates the high level of FPC’s customer focus — 91%. This result is 1% higher as compared to 2014.
In future we expect to maintain a high level of customer focus by implementing additional measures and initiatives to meet customer needs throughout the customer value chain.
| Aspects | 2014 | 2015 | Improvement or decline in 2015 vs 2014 |
|---|---|---|---|
| Prepaid meals | 4.26 | 4.32 | ↑ |
| Customer service level / ticket price ratio | 4.27 | 4.36 | ↑ |
| Carriage interior | 4.31 | 4.37 | ↑ |
| Tea and on board trolley service | 4.32 | 4.35 | ↑ |
| Schedule and travel time | 4.37 | 4.52 | ↑ |
| Meals in the dining carriage | 4.42 | 4.41 | ↑ |
| Ticket purchase in a ticket office | 4.46 | 4.54 | ↑ |
| Technical condition of the passenger carriage | 4.47 | 4.53 | ↑ |
| Technical condition of the dining carriage | 4.48 | 4.51 | ↑ |
| Bed sheets and accessories | 4.50 | 4.50 | ↑ |
| Ticket purchase process through the website or at self service transaction terminals | 4.52 | 4.54 | ↑ |
| Sanitary condition of the carriage | 4.60 | 4.67 | ↑ |
| Information materials in the carriage | 4.61 | 4.64 | ↑ |
| Level of personal security and safety of personal belongings | 4.64 | 4.71 | ↑ |
| Train attendant performance | 4.86 | 4.88 | ↑ |
| Overall assessment of travel experience | 4.50 | 4.56 | ↑ |
All new rolling stock is equipped with environmentally friendly toilet facilities and air conditioning units.
In 2015, the number of carriages equipped with air conditioning systems increased by 107, and 441 more carriages were equipped with environmentally friendly toilets.
In June 2015, FPC successfully passed the certification audit for compliance of its quality management system covering passenger service in luxury carriages with the requirements of the international standard ISO 9001:2008 (Quality Management Systems. Requirements) conducted by Certification Association “Russian Register” accredited by the Dutch Accreditation Council RvA.
In November—December 2015, business units of the Krasnoyarsk passenger depot of FPC’s Yenisey Branch and the Orekhovo-Zuevo passenger carriage depot of the Moscow Branch passed the inspections for compliance of their quality management systems with the requirements of the international standard ISO 9001:2008 in terms of depot repairs, conducted by TUV SUD Management Service GmbH.
In December 2015, the Moscow-3 passenger carriage depot of FPC’s Moscow Branch successfully passed the certification audit for compliance of its quality management system covering the assembly and repairs of wheel pairs with the requirements of the international standard ISO 9001:2008 (Quality Management Systems. Requirements) conducted by Certification Association “Russian Register” accredited by the Dutch Accreditation Council RvA.
In the reporting year, the Company continued the methodological and practical roll-out of the corporate quality management system, previously applied to Passenger Service in Luxury Carriages and Depot Repairs business processes, to cover the activities of all FPC’s administration staff and business units, as well as FPC’s branches and their business units.
FPC’s integrated approach to service quality management, in addition to improvement of the quality of a transport service as such, implies the improvement of relevant support processes.
Specifically, starting from 2015, a project for improving carriage repairs efficiency through simulation modelling is implemented in the Moscow passenger carriage depot of FPC’s Northwest Branch. The project is characterised by a new approach to the assessment of efficiency of using production capabilities of FPC’s repair business units based on simulation modelling of carriage repair processes.
The simulation model developed at the pilot facility has been adopted as the master model for passenger carriage repairs and will subsequently be rolled out across FPC’s business units.
