Service Quality Management & Excellence



  
  
 
 
  • Training
12/07/2017
Add to Calendar
14/07/2017
Tokyo
  • Japan

About: 

Commuters are now faced with more options with multiple modal choices and the growing trend of on-demand mobility services.  The key challenge for public transport organisations is to deliver service excellence by meeting commuters’ ever-changing needs and excelling beyond their expectations. Tokyo has the busiest and complex transportation network in the world, public transport operators in this metropolitan city have managed to satisfy the tremendous demand from daily passengers and foreign tourist, they are still able to remain the best public transport service quality standard, we believe it will bring inspirations to those who are responsible for designing and/or implementing customer service stratgies among operators and authorities from the region and the rest of the world. 

UITP and Tokyo Metro are jointly organising Service Quality Management & Excellence Training in Tokyo, Japan from 12-14 July 2017, in response to the increasing demand on service quality management in public transport providers. This 3-day training programme, including an insightful visit in the busiest station of Tokyo Metro network, will allow you to broaden the knowledge and understanding on the importance of service quality management in rail and bus. The training outlines various key practices on maintaining an effective Quality Management system, and demonstrates the use of variety of advanced innovative technology plays an important role to improve the service quality. 

TARGET AUDIENCE

  • Management new to the field of Service Quality
  • Quality internal auditors
  • Operations managers
  • Customer Relations Department
  • Authority related to regulate the service quality of public transport

OBJECTIVES

This course will help you to:

  • Understand the importance of service quality management in public transportation
  • Outline the key practices required to maintain a service quality management system by the quality policy, procedures, audit, and reports
  • Develop your customer/passenger activity mapping
  • Improve the service quality by the implementation of employee satisfaction and advanced innovative tools

A good level of English is a compulsory requirement to attend the training.

METHODOLOGY

  • Participation of interactive plenary sessions with an introduction by lead trainer from UITP, presentation by other guest trainers
  • Introduction of basic principles and concepts of Service Quality Management in Public Transport 
  • Sharing good practices/case studies by professional expertises
  • Exchange experiences and open discussion with participants in smaller group

INSPIRING TRAINERS

Our trainers are specialists and expertises in service quality management, customer service, front line staff training, information and signage design from Tokyo Metro, Tower Transit, SUICA, local hotel industry, transport operation & management consultancy.

Speakers: 

INSPIRING TRAINERS
Mr. Andrew BUJTOR, Managing Director, Tower Transit Singapore

Mr. Hitoshi FUJISAKI, Managing Director and General Manager, Nippon Hotel Co., Ltd.

Mr. Alok JAIN, Managing Director, Trans-Consult Asia Ltd

Mr. Koichi KAWAKAMI, Head of Comprehensive Learning and Training Center, Personnel Dept, Tokyo Metro Co., Ltd.

Mr. Masaru KUWANA, Head of Architectural Work Office, Infrastructure Maintenance Dept, Tokyo Metro Co., Ltd.

Mr. Satoshi SHIBATA, Assistant Manager, IT & Suica Business Development Headquarters, East Japan Railway Company

Mr. Nobuhiro WATANABE, Manager, Customer Relations Section, Railway Management Dept, Tokyo Metro Co., Ltd

Mr. Masaaki YOKOTA, Manager, ICT Strategy Dept, Tokyo Metro Co., Ltd.

Mr. Kaan YILDIZGOZ, Training Director, UITP

Programme: 

Session 1 - Introduction to service quality

  • Public Transport as lifestyle service
  • Service industry
  • Understanding & basics of quality
  • Importance of quality and service quality

Session 2 - Service quality management in public transport

  • Establishment of service quality management system
  • EN 13816 European Service Quality Standard in Public Passenger Transport
  • Service quality loop
  • Passenger activity cycle
  • Momenths of truth
  • Service quality criterias on EN 13816 standard

Session 3 - Making the most from customer data - a methodical approach to marketing
If data is the new oil, then marketing possesses the oil fields. Making the most from customer data has always differentiated marketing and customer service. Public Transport has always been one sector where most customers leave their data footprints ubiquitously. With the availability of new forms of structured and unstructured data, public transport companies are at the forefront of collecting citizen data and exploiting the opportunities presented by it to improve customer loyalty and commercial opportunities.

Session 4 - Customer loyalty and customer relation management in bus industry
Public transport in general is considered to be the choice of the poor and captive customers, customers without a choice of private cars. Among the public transport, buses are often perceived to be of even lower hierarchy because its beset by traffic congestion and often unable to provide a very reliable journey time and punctual service. Engagement of customers and their loyalty, therefore, poses a significant challenge. With many new technological tools, however, it is now possible to offer customers a more engaging journey thereby creating a better relationship with them. 

Session 5 - Impact of digitalisation in Tokyo Metro: how technology helps for service excellence
Information and Communication Technology (ICT) has been remarkable 
developing in recent years, such as the evolving of network infrastructure and the spread usage of smartphones. Tokyo Metro has persistently implemented ever improved customer services using ICT in the pursuit of an an easy-to-understand and comfortable subway for all.

Session 6 - How training and learning can serve a better service quality? Followed by the tour at the Tokyo Metro Comprehensive Learning and Training Center 
The newly opened “Comprehensive Learning and Training Center” of Tokyo Metro is equipped with a full suite of training facilities, including station service apparatus, train simulators, actual trains, etc. to train all the employees in any kind of position from A to Z. Through this presentation and tour, you will find how learning and training play a vital role in providing a first class service of world class quality.

Session 7 - The correlation between customer satisfaction and employee satisfaction: creating a culture of service excellence 

Session 8 - Case Study: Measuring service quality in bus transport 

Session 9 - Front line staff training and workforce strategies to excel the service quality 

Session 10 - Ageing societies and accessibility for all - defining a new inclusive framework
With reducing birth rates and increasing lifespans, most of the countries in around the world have seen a ballooning of elderly population. Often retired or not economically active, the mobility parameters for this segment are different from the general population. Senior citizens more often than not also suffer from many ailments which can impact their physical and mental abilities making this group heavily reliant on public transport. A universally accessible system combined with age-specific solutions for public transport can create an environment which is not only socially more inclusive but may also provide commercial justification for public transport companies to invest further in this segment. This session will also showcase example of Hong Kong and how a Public Transport Fare Concession Scheme has changed the mobility characteristics of senior citizens. 

Session 11 - Information and signage design 
Upgrading the passenger signage system standards is one of the vital elements for sustainable development of railway business. This presentation introduces the key points of facilities upgrading to make the system easier-to-understand for everyone, particularly for visitors from abroad and passengers who are not get used to take subways.

Session 12 - Measurement and monitoring of service quality in public transport

  • Customer charters
  • Key Performance Indicators
  • Customer satisfaction surveys
  • Mystery shopper surveys
  • Direct performance measurements
  • Other measurement methods

Session 13 - Case Study: how Tokyo Metro measures and monitors service quality?
Session 14 - Complaint management system: a tool for customer service improvement
Based on the idea of " piece of mind = safety + service ", Tokyo Metro continuously strives to provide a first-class quality service, safety an absolute priority, with careful consideration given to the customers' point of view. In this session, participants will find out how the operator measures and monitors service quality, as well as improve the service by a comprehensive complaint management system.

Session 15 - How smart cards help to maximize service quality? 
In Japan, JR East introduced the Suica contactless smartcard for its railway service in 2001, and a nationwide smartcard interoperation has been achieved in 2013.Suica is a prepaid contactless fare card that works on trains, subways, and buses. It also works as a payment card, enabling users to purchase products at more than 350,000 places, such as retail stores, vending machines, and kiosks.This presentation will give an overview of Suica and the latest services improving customer experiences provided by JR east.

Study visit at Omote-sando Station 
In Omote-sando station, located in a sophisticated area of Tokyo, you can experience all the customer-oriented services and in-station non-rail businesses available.

Note: all topics are subject to change based on the final decision of organiser and local host.

Registration: 

Participation Fee

  until 23 June 2017 After 23 June 2017
UITP member EUR 830 EUR 1100
Non-member EUR 1030 EUR 1380

Individual register here

  Group UITP member (4 or +)  
UITP member EUR 780
Non-member EUR 955

To register a group of 4 persons of more from the same organisation, please contact us: karen.au@uitp.org                   

Groups generally consist of 25 participants and are limited to 30 in order to increase the learning experience and interaction during the programme. Places allocated on a first-come, first-served basis.

 

Participation fees include:

  • Training materials
  • Coffee breaks and lunches
  • Transportation during the Technical Visit

Payment:

A debit note/invoice for payment of the registration fee shall be sent to you by another email within 2 working days. Your participation will only be confirmed when we receive the full payment before 01 July 2017.  Should you opt to pay via credit card, the confirmation email will be sent to you after successful fee collection.

**Registration fees are transferable to another employee of the same organization but it is non-refundable.

 

Practical information: 

Training Venue

Tokyo Metro Comprehensive Learning and Training Center
4-4-15 Shinkiba, Koto-ku, Tokyo, 136-0082 Japan
〒136-0082 東京都江東区新木場4-4-15

Accomdation

To enjoy the special room rate as a registered trainee of this training, please complete the reservation form here and send to ikue.takenaka@oakwoodasia.com

OAKWOOD HOTEL& APARTMENTS ARIAKE: https://www.oakwoodasia.com/tokyo/oakwood-ariake.php

Visa application 

It is the sole responsibility of the participant to take care of visa application. Please contact your local travel agent or embassy for travel visa to Tokyo if necessary. Visas are at the discretion of immigration. 

 

Speakers: 

INSPIRING TRAINERS
Mr. Andrew BUJTOR, Managing Director, Tower Transit Singapore

Mr. Hitoshi FUJISAKI, Managing Director and General Manager, Nippon Hotel Co., Ltd.

Mr. Alok JAIN, Managing Director, Trans-Consult Asia Ltd

Mr. Koichi KAWAKAMI, Head of Comprehensive Learning and Training Center, Personnel Dept, Tokyo Metro Co., Ltd.

Mr. Masaru KUWANA, Head of Architectural Work Office, Infrastructure Maintenance Dept, Tokyo Metro Co., Ltd.

Mr. Satoshi SHIBATA, Assistant Manager, IT & Suica Business Development Headquarters, East Japan Railway Company

Mr. Nobuhiro WATANABE, Manager, Customer Relations Section, Railway Management Dept, Tokyo Metro Co., Ltd

Mr. Masaaki YOKOTA, Manager, ICT Strategy Dept, Tokyo Metro Co., Ltd.

Mr. Kaan YILDIZGOZ, Training Director, UITP

Partners: 

Local Host:

Tokyo Metro Co., Ltd. is one of the largest subway operators in the world with a network of nine lines and 179 stations covering a distance of 195.1 km in the heart of Tokyo, the capital of Japan, making Tokyo even more attractive and vibrant. Through outstanding technology and creativity, we provide safe, fast and comfortable transportation for 7.07 million passengers daily, contributing to the active lives of all people who gather in Tokyo.

At the same time, we are constantly striving to provide the best possible service with a customer focus and aggressively undertaking various affiliated businesses.