The Zhangjiajie Station Passenger Quality Management

In this paper is demonstrated the significance of quality management of passenger transport in the railway transportation system .For a market in which competition is ever intense ..service quality has turned to be a key point for business to gain more market shares. Through the research and analysis of the present situation of Zhangjiajie Railway station ,this paper presents find problems prove in it's practical work and analysis of the effecting factors accordingly , which are economic and cultural differences in the external society ,internal difference in personnel quality and the personnel conception of quality, disorderliness in quality management, defects in the institution of motivation and restriction, lack in the input of hard ware ,etc: In line with all these factors and the demand for an leap-frog development of the railway together with reference to the specific situation of Zhangjiajie Railway station, this paper proposes several measures for in proving the management of railway station, namely, making full play of the conception of total quality management to reinforce the quality of the personnel and their awareness of importance of quality management, implementing ISO9000 to step a sustainable quality management system, adopting "5S" management principles to reinforce the adjuration of the railway station quality environment, improving the system by attacking those critical problems, and finally carrying out brand strategy, building up congenial business culture, and updating the service of railway stations.