Research On The Improvement Of Service Quality Of Harbin Railway Bureau

Railway passenger traffic as the service sector, accounting for a large proportion in national economy, if you want to in the present challenge to gradually increase the passenger in an impregnable position in the industry, not only to achieve quantity increases, more critical thing is to ensure passenger level, especially the rise of service level. It is not only a survival and key problems of the construction of the railway passenger transportation industry, is also in the status quo of railway passenger transportation industry operation, passenger transportation industry challenges increasingly improve railway passenger transportation industry under the situation of social benefits and the key means of expanding industry share. To improve the ability of railway in the field of transportation, make full use of the advantages of railway in the service industry, it must be to improve passenger transport service level, so to get more and more customers and more comfortable for passengers. Railways shall be owned by the state, how in the process of reform of the system to mobilize the enthusiasm of the staff, making upbeat atmosphere, adopt the way of proper operation and management of railway passenger transport enterprises one aspect can not be avoid. In improving railway passenger service quality, to let the entire section staff understand their significance to improve the service level, his image to enhance the role of the railway passenger service level, help staff change ideas, strengthen the service idea, help them to improve quality, so as to enhance the strength of the railway passenger transport enterprises. The most key factors of railway transport industry challenges is that the level of service. Therefore, improving the quality of railway passenger transport service, integrity can help consolidate the railway industry, to improve the railway transport market share. Harbin passenger transport part is part of the points under the China railway corporation, now has 8000 employees, operating parts for railway passenger transport, shall be owned by the state, is the number of employees more passenger unit in the country. Through the long-term investigation and analysis, found that the Harbin railway passenger traffic section service quality improvement work is still in the exploration and attempt to stage, there exist many problems to be solved in practical work. Harbin passenger traffic section, therefore, service quality improvement study space is large, the research on how to further establish and improve the new ideas of Harbin railway passenger traffic section service quality improvement, to improve service quality of railway passenger traffic section Harbin to provide theoretical and practical basis has important theoretical and practical application value.This paper takes Harbin Railway Bureau passenger service quality as the starting point, to plan, implement, check and correct(PDCA) process control theory is applied to improve the quality of service,in the concrete analysis in the process of the first part introduces the research background and significance,research contents and methods, and sort out the concept of and the theory related to this research such as total quality management and quality of service by using the theory of literature research,lay a solid theoretical foundation for the following research; the second part uses the research method combined with the actual work of his own experience summed up the status of Harbin railway service quality; and the use of flow chart. Harbin railway bureau pointed out that measure passenger service quality is mainly from the purchase of services, service station, bus service and outbound service in four aspects Consider,then through the questionnaire survey method to find Harbin Railway Bureau passenger service quality in the four aspects which links appear more, and from the five dimensions of people, machine, material,method,central application of causality diagram to find out the reasons for problems of Harbin passenger service quality,and further matrix diagram to find out the main causes of these problems,according to the proposed service quality improvement measures to provide an important basis for the next step. The third part mainly derived from the second part of the problems and the reasons from the people,machine, material, method,central five aspects put forward measures for the improvement,and further discusses the feasible processing method; the fourth part service quality improvement measures for the implementation of safeguard are discussed,and the summarization of Harbin Railway Bureau passenger service quality improvement measures such as perfecting rules and regulations,strengthen the control and supervision to ensure the passenger security in reality etc. are proposed.Service quality is a process of continuous improvement,I hope this study will provide some reference for the improvement of the quality of service of the passenger terminal.