High-quality service and transportation safety are necessary conditions in the Company’s strategy.

JSC FPC’s policies in the sphere of quality

To follow management’s leadership, to use a quality management system, and to ensure the involvement of every employee in activities aimed at achieving quality objectives
To develop the employees’ competence and to ensure their motivation
To improve customer satisfaction, to ensure the formation of their loyalty
To continuously improve the JSC FPC’s quality management system, based on the best Russian and international experience, enhance its effectiveness and efficiency through the introduction of innovations, including lean production
To ensure compliance of the JSC FPC’s quality management system with the requirements of ISO 9001: 2008 and regulatory requirements
To develop mutually beneficial and long-term relationship with the Government authorities, civil society, Russian Railways Holding and suppliers

Distribution of Responsibilities

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 ticket purchase procedure (due to active development of electronic sales channels and e-registration services);
  • promotions and special offers awareness;
  • meals in the dining car.

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.

Customer satisfaction parameters’ dynamics

The increase of customer focus level over 2010–2014, %

2014 Results: improving transportation services’ quality

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.

Planning of prices, sales and promotion
Elabouration of routes and time schedule
Planning of car logistics Work of train brigades and meals
Preparation of cars, maintenance and repairs, formation and equipping of trains
Ticket sales
Transportation of passengers and travel services on the route

Equipping cars with air-conditioning units and environmentally safe toilet complexes

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:

  • Aluminium-and-plastic window units were installed in a total of 881 cars to ensure compliance with the temperature regime;
  • A total of more than 1,000 sets of new batteries with a significant increase in the period of operation (if in good technical condition).

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.

Number of cars equipped with air conditioners

Number of cars equipped with environmentally safe toilets

Improvement of the Corporate Quality Management System

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.