Profiling of Train Station Staff to Improve Customer Experience

Pei Sin Ong

Chapter 23 in Business Analytics:Progress on Applications in Asia Pacific, 2016, pp 621-640 from World Scientific Publishing Co. Pte. Ltd.

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.

Keywords: Business Analytics; Entrepreneurship; Big Data; Information Technology (search for similar items in EconPapers)
JEL-codes: L26 (search for similar items in EconPapers)
Date: 2016
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