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Group 1 Xiao Gong Charlie Hanson     Nishant Mudgal Venetia Siafaka Jiajing Chen Alex Solomko

Group 1 Xiao Gong Charlie Hanson     Nishant Mudgal Venetia Siafaka Jiajing Chen Alex Solomko. Introduction

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Group 1 Xiao Gong Charlie Hanson     Nishant Mudgal Venetia Siafaka Jiajing Chen Alex Solomko

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  1. Group 1 Xiao Gong Charlie Hanson     NishantMudgal Venetia Siafaka JiajingChen Alex Solomko

  2. Introduction Manchester Metrolink is an urban light-rail system in Greater Manchester, Englandcentred on Manchester City Centre. It operates services to the towns of Bury, Altrincham and Eccles. Metrolink is operated under a management contract by Stagecoach Group, on behalf of the system’s owner, the GMPTE. Because much of the Metrolink route was formerly main-line railway with platforms about 900 mm above ground level, the new stops in the city centre also have 900 mm-high platforms.

  3. Problems Overcrowding 8am & 5pm Unreliable because of delays Poor health and safety record Inaccurate information system Poor ticketing system Poor maintenance

  4. FMEA • A method of reliability analysis intended to identify failures which have consequences affecting the functioning of a system within the limits of a given application, thus enabling priorities for action to be set. • - Perfect for service system • - Identify, prioritize and evaluate failures • Increase user satisfaction • Improve the quality, reliability and safety of a product/process • Early identification and eliminitation of potential failure modes

  5. Data collection and assumptions Observation Interviews Newspaper articles Personal experience Data Analysis # of accidents # of delays Average delay duration # of DEATHS

  6. Quality Attributes for the • Access -the physical approachability of service location • Information - ability of the service to communicate with the customer • Functionality - the serviceability for purpose of service facilities • Punctuality - speed and timeliness of service delivery • Tidiness – neat and tidy appearance of the tangible components of the service • Security – personal safety of the customer while participating in the service process • Competence - the skill and expertise with which the service is executed

  7. in person payment online payment IT service register academic swipe card 4 5 2 1 3 Determination of Potential Failures(Registration) +5 Delighted • 0 mins wait • Clear Introduction • System functionality • Simplicity of terms • Completely informative • lectures • 10 mins wait • Explanations • Quick responsiveness • Lecturer covering basic • material 0 Satisfied • 20 mins wait • Unclear Introduction • Inconvenience of system • Poor responsiveness • Complexity and • usefulness of lectures FAILURES Dissatisfied -5 EXPECTATIONS PROCESS OUTCOME Figure 1.Managing Perceptions with Expectations (Source: Johnston and Clark (2001)’s study)

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