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Profiling of Train Station Staff to Improve Customer Experience

In: Business Analytics Progress on Applications in Asia Pacific

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  • Pei Sin ONG

Abstract

Acknowledging the importance of using data to provide information and insights to their rail business, the Trains Business Unit wanted to build a dashboard that would provide information needed to inform critical decision-making.As the station staff are the very first point-of-contact with SMRT Corporation Ltd’s customers, the dashboard needed to offer insights supported by concrete figures on how station staff could improve the operations on the ground.The objectives of this project were (1) to enable almost real-time monitoring of staff-performance, (2) to equip managers with performance information to reward staff or take pre-emptive actions, (3) to improve decision-making through analysis-driven insights, (4) to increase efficiency with work automation and (5) to pinpoint areas for improvement of work processes.

Suggested Citation

  • Pei Sin ONG, 2016. "Profiling of Train Station Staff to Improve Customer Experience," World Scientific Book Chapters, in: Jorge L C Sanz (ed.), Business Analytics Progress on Applications in Asia Pacific, chapter 23, pages 621-640, World Scientific Publishing Co. Pte. Ltd..
    • Handle: RePEc:wsi:wschap:9789813149311_0023
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    More about this item

    Keywords

    Business Analytics; Entrepreneurship; Big Data; Information Technology;
    All these keywords.

    JEL classification:

    • L26 - Industrial Organization - - Firm Objectives, Organization, and Behavior - - - Entrepreneurship

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