This case deals with the service operations and quality management issues faced by SMRT Trains, one of the rapid transit rail operators in Singapore. The trigger point for the case was the occurrence of two massive service disruptions on December 15, 2011 and December 17, 2011, respectively. Even though the rail line that faced the disruption had been in existence for over two decades, this was the first time that multiple disruptions of such massive impact (five hours or more of loss of service) occurred and impacted commuters widely across Singapore. The case delves into quality management, service operations and root cause analysis.

【書誌情報】

ページ数：13ページ

サイズ：A4

商品番号：HBSP-NTU047

発行日：2014/1/15

登録日：2014/7/14