High-quality service and transportation safety are necessary conditions in the Company’s strategy.
Quality control services in JSC FPC’s passenger trains and travel documents sales points is carried out by means of audits and elabouration of corrective actions based on their results by the FPC’s Centre for Internal Control and Audit, which is directly managed by the Director General of the Company.
The management processes, related to transportation service quality at the operational level, are carried out by the chain of command, the top level of which being the Transport Management Department, Passenger Services Department, Car Control Department, Sales Management Department and Catering Management Department.
The formation of corporate quality management system, based on the ISO 9000 international standards is performed by the Deputy General Director for Strategic Development and Corporate Governance.
Quarterly the Company monitors the satisfaction of passengers, travelling by train, including the assessment of individual departments’ influence, according to their areas of responsibility for various components of the service.
The research is conducted by passenger surveys during the trip.
The high level of customer satisfaction corresponds to estimates in the range of 4.5 to 5 points. The medium customer satisfaction level corresponds to 4 to 4.4 points. The low customer satisfaction level corresponds to 3.9 points and lower.
According to 2014 survey results, passengers noted significant improvements on the following parameters:
The overall passenger satisfaction level, according to 2014 results, amounted to 4.5 points, which corresponds to the FPC’s average customer focus level of 90%. This result is 1 p.p. higher than that of 2013.
In the future, the Company plans to switch to and confidently maintain a high level of customer focus.
To this purpose JSC FPC is implementing a business process, consisting of a system of measures and projects aimed at meeting customers needs of throughout the full customer value chain.
JSC FPC’s main business process: transport of passengers by general-purpose railway transport in long-distance trains on the territory of the Russian Federation and abroad.
The whole new rolling stock is equipped with environmentally safe toilet complexes and air conditioners.
Over 2014 the following improvements were made to passenger cars to increase the comfort level:
As a result of this work, the number of complaints about the technical condition of passenger cars in 2014 reduced by 0.4% compared to 2013.
In April 2014, JSC FPC successfully passed an inspection for compliance with the quality management system requirements of ISO 9001: 2008, and GOST State Standard ISO 9001: 2011, with JSC Intertech Rus related to passenger services in lux class cars. In November — December 2014 the Krasnoyarsk depot of the JSC FPC’s Yenisey Branch and the Orekhovo-Zuevo depot of the Moscow Branch passed an inspection for compliance with the quality management system requirements of the international standard 9001:2008 TUV SUD Management Service GmbH in relation to repair depots.
In 2014, 23 depots passed an inspection for compliance with the quality management system requirements of GOST ISO 9001: 2011 in relation to capital repairs in the scope of CR-1 (capital repairs of type 1 passenger cars), which corresponds to 68.5% of the total number of JSC FPC’s repair depots. In comparison with 2013, the number of certified repair depots increased by 17.1%.
In 2014 the methodological and practical corporate quality management system, previously used for business processes of passenger service in lux class cars and depot repairs, continued to incorporate the activities of all the JSC FPC’s management and business units, as well as the JSC FPC’s branches with their business units.
An active work started in terms of lean production techniques, aimed at reducing costs and increasing the efficiency of the production process in the field of passenger cars repair and maintenance, as well as passenger services on the route.
At the end of 2014 on the territory of the Moscow passenger car depot of the North-Western Branch a pilot project for improving car repairs efficiency by means of modelling was started. Its main objective is to reduce technical operations cost.
In 2015, the Company plans to continue to develop its corporate quality management system, lean production techniques as well as expand the number of certified depots.