Designing quality management model of passenger transport service by railway in vietnam

MINISTRY OF TRANSPORT UNIVERSITY OF TRANSPORT AND COMMUNICATIONS The Dissertation has completed at: University of Transport and Communications HOANG VAN LAM Scientific guidance group: DESIGNING QUALITY MANAGEMENT MODEL OF PASSENGER TRANSPORT SERVICE BY RAILWAY IN VIETNAM Associate Professor PhD Le Quan PhD Nguyen Van Binh Examiner 1:……………………………………………… Examiner 2:……………………………………………… Major: TRANSPORT ORGANIZATION AND MANAGEMENT Code: 62840103 Examiner 3:……………………………………………… The dissertation will be defended before the Board of Examiners at institute level at: University of Transport and Communications SUMMARY OF PHD DISSERTATION IN at …… o’clock … dated ……………… ECONOMICS The dissertation can be found at: Library Information Center of the University of Transport and Communications National Library Hanoi -2016 Library Center of the University of Transport Technology LIST OF STUDIES BY THE AUTHORS AP.Dr Le Quan, Master Hoang Van Lam (2008), “Quality management of passenger transport for Vietnam Railways towards total quality management”, Journal of Transport No 7/2008 PhD Hoang Van Lam (2011), “The quality of products and services in the relationship between consumers, employees, corporate managers and macroeconomic management”, Journal of Transport No 3/2011 PhD Hoang Van Lam (2012), Research of assessment method of transport quality, Chairman, Scientific research project at school level, code NCS2011-VTKT-31 University of Transport and Communications, accepted in January 2012 PhD Hoang Van Lam (2013), “Analysis of quality forming elements of passenger transport by railway”, Journal of Transport No 7/2013 PhD Hoang Van Lam (2014), “Construction of indicator system of passenger transport quality by railway”, Journal of Transport No 9/2014 PhD Hoang Van Lam (2016), “Quality chain model of passenger transport service by railway”, Bulletin of Transport Science and Technology, No March 2016, University of Transport Technology INTRODUCTION The need for this study When studying a large and complex system, modeling is one of the scientific approaches to understand the nature, movement process, to choose innovative solutions, and to complete corporate management system (CM) Quality management (QM) plays a role as a principle system, a connection method of management operations with process of production, production/service supply to achieve quality target (QT) and business efficiency Deriving from practical management requirements, every enterprise should study to construct and develop QM system appropriately Currently, it forms several approaches to study the management of QM system according to QM theoretical model, quality standards, quality awards or applying system design analysis method In which, the system design analysis method was selected as a solution ensuring the high application, allowing to study and deploy immediately the QM model (QMM) in practice In the service sector in general and passenger transport in particular, the research to develop QM system has not been properly focused Most intensive research focus on answering two questions: “What is the quality?” and “How to assess the quality?” Therefore, there is a large gap to research the development of QMM in passenger transport (PT) service field In Vietnam, some research of QMM development have given a general model, not have researched deeply for a specific field such as PT by railway To meet the requirements of the market and development strategies of railway sector, research to innovate QM system in order to improve service quality and business efficiency is a necessary and urgent requirement Therefore, “Designing the quality management model of passenger transport service (QMMPT) by railway in Vietnam” is studying to provide solutions development QM system, meeting urgent needs for the innovation of management system for railway transport (RT) in Vietnam Research purpose of the thesis Construct a framework model to orient the detailed design analysis process of QM system for PT by railway in Vietnam Research object and scope Research object of the topic: The QMMPT by railway; select current Vietnam Railways context as evidence to analyze the current status and actually survey the issues related to Passenger Transport (PTQM) Scientific and practical significances of the dissertation Scientific significances of the thesis is expressed in the following aspects: Analyze the systematism, chain quality and multidimension of passenger transport quality (PTQ); systemalize the theory and analysize PTQM on the different aspects to research the development of an appropriate QMM; propose the research methodogy to construct PTQM model according to system approach Actual significances of the thesis: Analyze the actual status and set out requirements to construct QMMPT by railway in Vietnam; develop a model ensuring the high systematism and feasibility so that the relevant parties research detailed design for PTQM system Indicator system of PTQ has high applicability in the actual QM of Vietnam Railways OVERVIEW OF RESEARCH ISSUE A The situation of research the development of PTQM in the world There are several research methods to develop QMM in general with major trends: Theoretical model development (according to PDCA cycle, TQC, TQM, and CWQC); meeting the quality standards and/or quality awards; integration several management models in an enterprise; using analysis methods for system design to construct structural and functional model of management system to meet the actual requirements of QM In the PT field, most research revolves the question that how to assess the quality In Europe, assess public PTQ according to quality standards EN 13816 and EN 15140 [69],[70]; develop a mathematical model to assess PTQ according to EN13816 [58], or quality gap model of Parasuraman [64] In China, several research applies multi-criteria analysis method combined with fuzzy logic theory to develop PTQ at railway station [61], develop assessment system for train operation diagram quality [50] In Russia, research the development of integrated model of assessment methods for PTQ by railway [75] In terms of research to develop PTQM model, there is a difference between goals and approaches among countries in the world according to a number of directions: Standardization (Public PT in Europe); increase technological gadgets to serve passenger (Japan Railways) [47],[67], [73]; develop intelligent transport technology (China Railways) [56], quality standardization combined with TQM (India Railways) [54]; business process analysis (Russia Railways) [65] B Research situation to develop PTQM model in Vietnam In terms of research to develop QMM in general with several typical research works: Develop a model gathering factors and methods to ensure the quality in production and consumption cycle of products (model of quality house, quality tree) [25]; develop model integrated by several systems and QM means in each phase of business process [16] These models bring a general principle and high generalization, have not oriented to develop typical QMMPT In terms of development of QMMPT, the studies are very limited in number and the depth; mainly focus on the analysis direction of affecting factors to choose management oriented-solutions or current solutions to enhance quality for several aspects of PTQ [10], [15], [18], [20], [23],[34]; however, these studies have not mentioned yet how to develop QMMPT C Identifying issues that need to solve and research tasks of the topic Based on the analysis of research to develop PTQM on the world and in Vietnam, the thesis author has drawn some comments as follows: - On the world, with advanced technology foundation, the studies to develop QM system are not consistent with technology and business environment in Vietnam - In Vietnam, the question that how to develop a QMMPT is a scientific issue which has not been studied intensively and comprehensively - PTQM by railway in Vietnam has not ensured the uniformity, reducing the effectiveness and efficiency that needs to have consistent approach to develop an overall QM system; Research tasks of the dissertation On both theoretical and practical aspects, the question that how to develop PTQM system scientifically and effectively is a scientific gap that should be studied comprehensively and intensively The research tasks set out for the thesis include: (1) The relationship between the elements of PT system with PTQ; (2) The nature, principles, requirements, and operation of PTQM; (3) Select development method for QMMPT; (4) Analyze the actual situation, identify innovation requirements of PTQM by railway in Vietnam today; (5) Design the QMMPT by railway to orient the research process to develop detailed QM system and deploy in the next phases D Research methods - Analyzing documents, related research works using system approach to development QMMPT; collecting current documents and texts and organizing the management of Vietnam Railways to analyze and identify goals, invovation requirements for QMMPT; Chapter 1: THEORETICAL BASIS FOR DESIGNING OF QMMPT 1.1 Passenger transport service quality 1.1.1 Passenger transport service PT is a system coordinating human activities (workers in service system), using transport means, infrastructure, capital, information and other resources to meet requirements of travel of passenger in a certain space and time According to the moving process of passenger, it can analyze service interaction chain for passenger, including services system at departure point, along the road and destination (figure 1.2) Transport system Departure point Destination Passenger Transport process Services along the way Service at departure point Services at destination Figure 1.2 Service chain according to PT process Each mode of transport has advantages, limitations and fundamental differences of technical facilities, technological procedures, management organization of transport operation Accordingly, the importance and influence level of elements of PT system to PTQ is also very different 1.1.2 Characteristics of PT services PT has all general characteristics of services (intangible property of product; unstability and inconsistence in quality, cannot ensure to meet predetermined technical requirements) Specific characteristics of PT is shown in the following aspects: the needs for transport; interaction between transport system and passenger; requirements for life safety and meeting the needs arising of passenger; satisfy the needs arising; environmental impacts 1.1.3 Concept of PTQ There are several different concepts of PTQ: (1) the entire of characteristics and features of transport products and services is represented by the system of socio-economic indicators through satisfaction level of passengers when using vehicles [23]; (2) description of PTQ by indicators system reflecting properties to measure the satisfaction of passengers and performance of PT service [69]; (3) satisfaction level of passengers by absolute comparison (satisfaction value) and relative comparision (satisfaction indicator) between expected quality and perceived quality [71]; (4) the set of elements of transport service satisfying the needs of travel of passengers [2] Therefore, there is no unity on the assessment bases, or lack of the assessment from the perspective of passengers It should identify PTQ according to the values received by passengers on transport quality (safety level, rapidity, convenience, and comfort for passengers), meeting the needs arising such as eating, drinking, entertainment, resting, etc., (referred to as accompanying services (AS) quality) and environmental protection PTQ is the response level of the transport process and related services for the needs and requirements of passengers, while ensuring environmental and social safety The bases to assess PTQ: Announcement of transport enterprise with quantitative factors (the safety, punctuality, etc.,); feeling and subjectively qualitative assessement of passengers (the readiness, service attitude, communication skills of staff, etc.,) 1.1.4 Quality chain and factors reflecting PTQ The PT service system includes many components, interacts with passengers during the transport, forming a chain of service process providing to passengers Each factor or process relates with other factors in the “cause-effect” form, analyzed into parts: The quality of imput; the quality of internal process; and the quality of output (figure 1.3) According to the interaction relationship between service system of PT with passegers, PTQ includes the following components: 1- Transport quality: Transport safety; meeting the requirements of transport and passenger service quality 2- AS services quality: The extent to meet the needs arising; Responsibility for environmental protection and social security ; Input quality Internal quality Ouput quality Passenger Supply Feedback Figure 1.3 Quality chain of PTS 1.2 Quality management of passenger transport services 1.2.1 Concept and role of quality management There are many different concepts and they agree that: QM is a set of management activities aim to create product quality to satisfy the needs of passengers and bring economic benefits to relevant parties According to the author’s thesis, QM is a system of management principles and methods to control the behavior of employees affecting the entire production process that aims to satisfy the needs of customers and optimize production and business 1.2.2 Principles of quality management Being oriented by customers; clearly define responsibility, ensure the uniformity and synchronization between leaders and employees; consider under system perspective; continuous improvement; management decision based on information analysis and feedback data; the role of education, training; ensure the harmony of interests 1.2.3 Quality management of PTS PTQM is analyzed under many different perspectives: According to service structures; transport process, and PTQM process PTQM Entertain ment, shopping, etc Eating, drinking, etc LT PT TM infrastructure QM for AS QM for transport QM for technical facility Figure 1.7 PTQM according to service struture Business environment Process The system model is an abstraction and generalization form of research process and results of the real system Model is a simple and understandable representation allowing to solve the research issue of real system that ensures the necessary accuracy, while clearly convey the views, wishes and analysis results of researcher 1.3.2 Management model and PTQM model There are many different perspectives about management model According to the view of system, QMM is a perspective of corporate management system in terms of products/services QM; specifically describing QM operation on structure, process and behavior QMMPT is a model describing QM operation of PT system QMM can change when there are fluctuations in the business environment; the change of model must comply with the principles of inheritance and improvement without disrupting the current management system of enterprise (Structure) (Process) Strategic adjustment (Behavior) Process Process Process Process Feedback Passenger Passenger Request Process Figure 1.9 PTQM according to process 1.3 Quality management model for PT services 1.3.1 System and system model The “system” concept and approach is created to review the order and integrity covering the individual property of each component of thing and phenomena There are several different concepts of system, generally, a system is defined in terms of: (1) limit and structure; (2) operation process and (3) behavior The structure is identified by the limits and interaction with the environment, elements inside and the relationships among them The operation process of the system includes functions and interactions among elements inside and environment The behavior shows the change and/or response tendency of the system Figure 1.11 Aspects to specifically describe management model 1.4 Methods to develop QM model 1.4.1 The goal of developing QM model The goal of developing QM model is to provide scientific bases for choosing detailed design solutions of synchronized QM system in corporate management system 1.4.2 Bases to develop QMM The bases to develop QMM: The goal of developing QMM; structure and characteristics of production and business system; characteristics expressing output quality of product; management structure and process as basis for behavior analysis; 1.4.3 Assessing the QMM QMM is analyzed and assessed on the following aspects: 1- Assess the accuracy of the homology of QMM; 2- Assess the comformity of management process with QM principles; 3- Assess the comformity of quality indicators system; 4- Assess the comformity of description techniques; 5- Assess the modernity and ability to change of the model Vietnam Railway Corporation - Technical and business management of the railway infrastructure; - Technical management and provides traction; - Management of transport operating service; - Management of provision of other support services; Railway transport enterprises - Management of the wagons use; - Business management of goods transportation; - Business management of passenger transport, luggage and baggage Customer (Renter for goods and passenger transport) Figure 2.1 Business model of railway transport service in Vietnam The separation of business management of transport service components creates autonomy in business and motivation to strive for relevant parties However, this model also causes difficulties when organizing the operation coordination among departments to provide the best service to customers 2.1.2 Analyzing structure of management model With the goal of technical quality management, the QMMPT by railway in Vietnam is structured horizontally related to transport activities Basically, the horizontal structure is in line with the complexity of PT service by railway However, it requires a mechanism of close and synchronous coordination among management subsystems to ensure the consistency and uniformity in QM QM at Corp level Passenger and accompanying services on train Response and rescue railway Transport operator on route Passenger and accompanying services at station Passenger and accompanying services QM Transport operator QM Work train operator at station Wagons Means of transport QM Locomotive Station equipment Railway signaling information Railway infrastructure QM Bridges and roads; 1.4.4 Selecting the development method of QMM There are many methods to develop QMM with different approaches To develop PTQM model, the thesis applies the object-oriented analysis method in developing structure model; develop QM process and method according to funcitional analysis Based on the interative relationship among elements to analyze behavior of management system Sub-conclusion of Chapter 1: The management model in general and the quality management model in particular is developed in many different aspects Although being developed by any model, the structure, principles and process of QM are operated under management cycle oriented by the goal of continuous improvement of management quality and system Chapter 2: ACTUAL SITUATION OF QUALITY MANAGEMENT MODEL FOR PTS BY RAILWAY IN VIETNAM 2.1 Analyzing structure of QMMPT 2.1.1 Business model of railway transport service According to [27],[28],[29],[30], the PT business model of Vietnam Railways is under stratified structure among management departments to the service beneficiary as customers (figure 2.1) Figure 2.2 Horizontal structure of QMMPT 2.1.3 The relationship of management responsibility Business management task of Vietnam Railways is decentralized according to organization structure under levels: Senior management (Vietnam Railways); middle management (subsidiaries, transport companies); basic management (production departments under subsidiaries, transport companies); In terms of advantages: Create favorable conditions for units to actively select solutions optimizing the management apparatus; construct and organize the implementation of business plans; take responsibility for production and business results; In terms of problems that should be overcome: - Limit the effectiveness and reduce the uniformity and consistency when implementing policies, quality programs across the PT system - Monopolistic dominant relationship from Vietnam Railways on infrastructure, transport operation, this is a PTQ limit beyond capacity of Railway transport enterprises; - Exist the cross-linking on responsibility; limit the autonomy and reduce motivation of parties due to QM has just converted from concentration to dispersion 2.2 Analyzing function of QMMPT It can analyze the actual situation of target planning and QM of components of PT to assess function of PTQM by railway in Vietnam 2.2.1 Policymaking, quality target With the perspective of a supplier, the policy and quality target should ensure safety, order, smoothness, accuracy and effectiveness, but bearing the subjectivity 10 of service supplier; the management indicator system has not come from the needs and requirements of customers so it has not ensure the comprehensiveness 2.2.2 Quality management of railway infrastructure Vietnam Railways assigns Management Board of Railway Infrastructure, local project management boards to coordinate with transport exploring branches to manage in order to remain the quality of railway infrastructure (according to regulations and technical standards), meeting transport requirements However, it has not formed a management indicator system to assess through the feedback of passengers yet 2.2.4 Quality management of transport mean The planning of transport mean quality target has not performed synchronously and uniformly throughout the industry The TM quality control aims technical quality target (according to regulations, standards); equipment for passengers has not been considered the utility using feedback of passengers 2.2.5 Quality management of transport operation The quality management of transport operation aims to control the safety, smoothness and punctuality of the train journey With the current conditions of infrastructure and TM, the level of meeting requirements is still low The quality indicator system focuses on assessing and controlling several technical quality factors, has not fully assessed the causes of low quality, and lack of some indicators related to the comfort and convenience of passengers such as smooth level of the train, the connection among train journeys and the connection between RT with other transport means 2.2.6 Quality management of passenger service at station and on train The QM of passenger services (PS) includes: PS at station and on train PSQM at station is responsibility of local railway transport branches; PSQM on train is responsibility of railway attendants The PSQM focuses on the functional operations serving passengers on train; the quality indicators system is highly generalizable to control operation of related titles (train master, transport staff, vice train master, etc.) without considering in the view of passengers 2.2.7 Quality management of accompanying services (AS) ASs at station only partly meet the needs arising of passengers, mainly due to external individuals operate spontaneously, beyond the management of the station AS on train aims to meet the needs of eating and drinking of passengers but does not pay attention to feedback from passengers 2.2.8 Electronic ticketing system and customer’s feedback collecting channel 11 2.2.9 Advantages and existence of QMM for PT service Advantages: In terms of structure: QM has dispersion and decentralization form for departments to independently manage components of PTS, creating favorable conditions for relevant departments to actively innovate the management apparus; In terms of QM operation: QM for infrastructure, TM according to Regulations and Standards; QM for transport operation, PS, accompanying services is driven by the goal of maximum satisfaction of passenger’s needs and requirements PTQ is increasingly appreciated by customers and social opinions Existence should be studied to innovate management model: - QM does not ensure the uniformity and system; exiting overlapping responsibility relations in PTQM It should develop an appropriate functional relation model; - Indicator system of PTQ focuses on technical quality, not comprehensively reflect under perspective of passengers 2.3 Requirements to renovate the quality management operation for PT service by railway in Vietnam 2.3.1 The change in demand for PT by railway The changing trend in PT demand: Low growth for transport mode with poor quality, poor flexibility, not comfortable for passengers and high travel cost; increase for high-quality or cheap services with high convenience and flexibility 2.3.2 The goal of innovation for management system Ensure the systematics, consistency and efficiency, in which the computerization orientation of QM system is the most important objective to actualize industry development strategy in current period 2.3.3 Requirements to renovate QM for PT service Research to complete the indicator system for PTQ under perspective of passengers Develop the overall management process to synchronously connect operation among relevant departments to control, ensure and improve transport service quality providing to passengers Sub-conclusion of Chapter Through the analysis of document system and practical management of railway transport service system in Vietnam today, chapter of the thesis has analyzed and assessed the actual situation of PTQM; seting out the requirements to develop QMM to ensure the systematics and efficiency 13 Strategic level The quality chain model presents the “cause-effect” relationship among factors, process of PTQ providing to passengers, including: technical services (CTĐS, THĐS, ĐM, TX; CNTT); road barriers (CĐN); ƯPCNĐS; insurance (BHHK), foods provision (CCTP); railway bridges (CĐS); station equipment (TBG); HTTT THĐS (THĐS); ĐM; TX; ĐHVT at station (ĐHVTG); line ĐHVT (ĐHVTT); DVHK at station (DVG); DVHK on train (DVT); DVKTH at station (DKTG); DVKTH on train (DKTT) 3.2.3 Overal structural model Management organization structure has levels: strategy, tactics and operation 3.2.2 Quality chain model of passenger transport service DVKTTHĐS TX l l DKTT DKT T TX VT DVG DKTG DKT G l DVT DVG DVKT CNTT CCTP ĐHVTG l TBG l DVKT TX ĐM DVT THĐS BHHK DVKT ĐM ĐHVTT CĐS TBG DVKT CTĐS Passenger Figure 3.3 Quality chain model of PTQ by railway CCTP QC1 QC2 QC3 QC4 QC5 QC6 QC7 QC8 QC9 QC10 QC11 QC12 Management sybsystem QLCL TCT QLCL CĐS QLCL THĐS QLCL ĐM QLCL TX QLCL TBG QLCL ĐHVTG QLCL ĐHVTT QLCL DVG QLCL DVT QLCL DKTG QLCL DKTT Tasks Plan management strategies QM for railway bridges QM for railway signals system QM for locomotive QM for train wagons QM for station equipment QM for train operation at station QM for tain operation on the line QM for passenger service at station QM for passenger service on train QM for accompanying services at station QM for accompanying services on train Passenger service on train Passenger service at station Passenger service Passenger service Transport operator Means of transport Figure 3.4 QM levels of PT system Management subsystems of QMMPT: Code UPCNĐS CĐN Passenger service at station Passenger service on train Figure 3.2 External structure of PTQMM Transport operator on route (3) Transport center - Needs; - Competition Transport operator at station Request (4) Passenger Evaluate Wagon PTQ Passenger transport QM Locomotive Supply quality Railway signaling information Technical services (railway works, railway signal, locomotive, wagon, IT); passenger insurance; Response and rescue railway Bridge đường (2) Supplier Operational level - QM policy - Regulation, standard of quality Station equipment (1) State Management QM at Corp level Railway infrastructure Tactical level 12 Chapter 3: DESIGNING THE QMMPT BY RAILWAY IN VIETNAM 3.1 Goals, development process of QMMPT by railway in Vietnam 3.1.1 Goals of model development Provide scientific basis for the detailed design of overall management system and parties supplying transport services to passengers 3.1.2 Research process to develop management model The development of QMMPT includes: structural model, indicator system of PTQ; QM process; system behavior of PTQM; 3.2 Structure Design of PTQM model by railway 3.2.1 External structure model External structural model describes the QM relationship between PT service system with external relevant factors 14 15 QLNN DVKT CNTT DVKT TTTH DVKT CĐS space TBG3 Response degree of requirments for equipment use TTVT DVKT ĐM BHHK DVKT TX QC1 TBG2.4 Degree of meeting using needs of walkway, entrance-exit gate; TBG3.1 Safety degree for passengers when using station equipment; TBG3.2 Convenient degree of walkway for passengers; TBG3.3 Convenient degree of signboards and guidance system for passengers; TBG3.4 Clean degree, environmental hygiene degree of station equipment; 3.3.2 Quality indicators for passgenger service equipment on train Table 3.7 Quality indicators for passenger service equipment on train CĐN QC4 QC8 l QC3 l QC6 l l QC7 QC5 l l UPCNĐS QC2 l Code TX1 TX2 Group’s name Response degree of the needs for using space Response degree of using requirements QC10 QC9 3.3.3 Quality indicators for transport process DKTT DVT TX TBG DVG DKTG CCTP VT (AT, YC) QC12 QC11 Table 3.8 Quality indicators for transport safety CCTP Passenger Quality line Management relations line Quality indicators TX1.1 Response degree for space of seat or bed; TX1.2 Spacious and convenient extent of walkway on train; TX1.3 Response degree for luggage space; TX1.4 Response degree for sanitary equipment space; TX2.1 Convenient and solid degree of protection equipment (doors, windows, handrails and protection nets); TX2.2 Stability and good operation degree of lighting equipment; TX2.3 Stability and good operation degree of fans, air conditioner; TX2.4 Stability and good operation of audio equipment; TX2.5 The sufficiency, clarity, convenience of signboards, guidances and instruction for passengers; TX2.6 The sufficiency, convenience of hygiene equipment; TX2.7 Clean degree of equipment on wagons; PTQ assessment from passenger Figure 3.5 Structural model of PTQM 3.3 Defining the quality indicator system for passenger transport by rail Indicator system of PTQ includes qualitative assessment indicators under perspective of passengers and quantitative assessment indicators according to statistics of railway transport service system 3.3.1 Quality indicators for passenger service equipment at station Table 3.6 Quality indicators of passenger service equipment at station Code Group’s name Quality indicators TBG1 Quality of TBG1.1 Stability and clarity degree of railway signals railway signal TBG1.2 Convenient degree for passengers when moving through railway system at TBG1.3 Degree of timely warning of safety for passengers; station TBG2 Response TBG2.1 Meeting the using needs of station square degree of the TBG2.2 Degree of meeting using needs of waiting room; needs for using TBG2.3 Degree of meeting using needs of bus lines; Group’s Code name AT1 Unsafe train operation AT2 Unsafe train operation (on the cause) AT3 Quality indicators AT1.1 Unsafe coefficient caused by train running accidents; AT1.2 Unsafe coefficient caused by train running obstacles AT2.1 Unsafe coefficient caused by train running department at station; AT2.2 Unsafe coefficient caused by train driver; AT2.3 Unsafe coefficient caused by train running moderation; AT2.4 Unsafe coefficient caused by tunnel, bridge, crossing road guard; AT2.5 Unsafe coefficient caused by railway infrastructure AT2.6 Unsafe coefficient caused by random effects Damage AT3.1 Damage coefficient for facility; extent caused AT3.2 Damage coefficient for human by unsafe transport Table 3.9 Calculation method of unsafe coefficients on transport n 1.Unsafe coefficient caused by accidents: K  t nan at _ 1.1 (3.1) n nt.nan :Number of train running accidents; n: Number of trains running in period; n Unsafe coefficient caused by train running obstacles K (3.2)  t ngai at _ 1.2 n 16 17 nt.ngai :Number of train running obstacles;n: Number of trains running in period; Unsafe coefficient caused by train running department at station: ( 3.3) nc.tau _ ga K at _ 2.1  nt nan  nt ngai nc.tau_ga : Number of accidents, obstacles due to train running department at station; Unsafe coefficient caused by train driver: (3.4) nlai _ tau K at _ 2.2  nt nan  nt ngai nlai_tau : Number of accidents, obstacles caused by train driver; Unsafe coefficient caused by train running moderation (3.5) nd _ K at _ 2.3  nt nan  nt ngai nd_do : Number of accidents, obstacles caused by train running moderation; Unsafe coefficient caused by tunnel, bridge, crossing road guard: (3.6) nchan K at _ 2.4  nt nan  nt ngai nchan : Number of accidents, obstacles caused by tunnel, bridge, crossing road guard ; Unsafe coefficient caused by railway infrastructure (3.7) nkcht K at _ 2.5 nt nan  nt ngai nckht : Number of accidents, obstacles caused by infrastructure; Unsafe coefficient caused by random effects (3.8) nm.truong K at _ 2.6  nt nan  nt ngai nm.truong : Number of accidents, obstacles caused by external random effects; Damage coefficient for facility caused by train running accidents: TT (3.9) K  CSVC at _ 3.1 D TTCSVC: Total damages for facility (dong); D: Revenue (dong) 10 Damage coefficient for human caused by train running accidents: K at _ 3.2  Anguoi A (3.10) Anguoi: Number of casualties due to accidents; A: Number of passengers; 3.3.3.2 Quality indicators on meeting transport requirments Table 3.10 Quality indicator on meeting transport requirements Code Group’s name YC1 Response degree for transport requirements Quality indicators YC1.1 Punctuality degree of journey; YC1.2 Convenience degree for passengers to select journey; YC1.3 Convenience degree when transiting among transport vehicles YC2 Suitability degree YC2.1 Suitability of ticket price; of ticket price YC2.2 Suitability of freight rate for luggage and baggage YC3 Information quality for transport service YC3.1 Stability degree and and continuous operation of information provision system for passengers; YC3.2 Degree of sufficiency, accuracy and timeliness of information provided; YC3.3 Degree to easily access and exchange information YC4 Passenger YC4.1 Ensure the rapidity and convenience for passengers insurance quality YC4.2 Ensure rights for passengers; YC1.1 calculated under punctuality coefficient : K yc _ 1.1  ndung _ gio (3.11) n ndung_gio: Number of trains running on time in the periods; YC2.1: It can assess quantitatively by cost comparing coefficient (γchi_phi) or assess qualitatively under perspective of passengers;  chi _ phi  Clua _ chon Cdv _ khac (3.12) Clua_chọn, Cdv_khac: Conversion cost of service selected by passengers and other services If γchi_phi 1: service selected is less advantage 3.3.4 Quality indicators for passenger services Table 3.11 Quality indicators for passenger services at station Code Group’s name Quality indicators DVG1 Passenger service DVG1.1 Ensure security and order in square area; quality at station DVG1.2 Quality of instructions for passengers come in square station; DVG2 Passenger service DVG2.1 Ensure security and order in waiting room; quality in waiting DVG2.2 Ensure resting conditions for passengers (when room waiting for coming in station and going on train); DVG3 Quality of ticket sales DVG3.1 Rapidity and accuracy degree of ticket staff; DVG3.2 Diversity degree in the form of ticket sales; DVG3.3 Readiness degree to consult and assist of ticket staff; DVG4 Quality of electronic DVG4.1 Readiness and stability degree of electronic ticket sales ticket sales (via service via internet; internet) DVG4.2 Ease degree to order and buy ticket successfully on internet; DVG4.3 Stability degree to order ticket on internet; DVG4.4 Settlement degree of changes for transport requirements of passengers DVG5 Quality of instructions DVG5.1 Safety for passengers traveling in station area; for passengers come in DVG5.2 Completeness, accuracy and easy observation of and go out indications; DVG5.3 Readiness degree to assist timely of staff; DVG6 Service quality for DVG6.1 Ensure safety, integrity of luggage and baggage luggage and baggage DVG6.2 Convenience, rapidily and accuracy degree when sending storage and transport and receiving luggage and baggage; 18 at station DVG7 Quality of resolving claims, PT incidents 19 DVG6.3 Readiness degree to assist luggage and baggage transport of passengers; DVG7.1 Rapidily and accuracy degree and compliance with regulations; DVG7.2 Ensure rights for passengers; services at station DKT2 Quality of food services on train - DVG4.1: assess under unsafe coefficient for passengers: K dvg _ 4.1  At _ nan Adi _ tàu (3.13) With At_nan: Total passengers having accident when traveling in the station area; Adi_tau: Total passengers on train - DVG5.1 assess under unsafe coefficient of luggage and baggage K dvg _ 5.1  Qtt _ HL QHL (3.14) DKT3 Quality of other support services 3.4 Designing PTQM process by railway 3.4.1 Overall management process Business strategy Figure 3.6 Overall PTQM process With Qtt_HL: Total losses of luggage and baggage transported in the period (kg); QHL: Total volume of luggage and baggage transported in the period (kg); Table 3.12 Quality indicators for PS on train Code Group’s name Quality indicators DVT1 Quality of DVT1.1 Degree of adequacy, easy to observe of guidelines on train ; passenger DVT1.2 Degree of readiness, heartedness and timeliness of staff; instructions on train DVT2 Ensure adequate DVT2.1 Adequacy and cleanliness degree of utensils served facilities for passengers (blankets, sheets, pillows, cushions) passengers DVT2.2 Ensure temperature and cleanliness of the air in wagon; DVT2.3 Cleanliness degree of hygiene equipment; DVT2.4 Convenience degree of equipment for luggage selfpreservation of passengers; DVT3 Ensure security DVT3.1 Prevention of assets theft evils; and order on DVT3.2 Prevention disturbing security and order on train; train DVT3.3 Prevention of social evils on train (gambling and other social evils); DVT3.4 Degree of readiness and promptly resolving for incidents of security and order on train; DVT4 Resolving qualityDVT4.1 Degree of readiness and promptly resolving requirements of for transport passengers; requirements of DVT4.2 Ensure the convenience of passengers; passengers; DVT4.3 Ensure rights for passengers DVT5 Resolving qualityDVT5.1 Degree of readiness to promptly resolve accidents and for accidents and incidents of PT; incidents of PT DVT5.2 Ensure rights for passengers; 3.3.5 Quality indicators for accompanying services Table 3.13 Quality indicators for accompanying services Code Group’s name Quality indicators DKT1 Quality of food DKT1.1 Degree of diversity and suitability of foods to the taste of passengers;DKT1.2 Ensure food safety and hygiene; DKT1.3 Degree of readiness and rapidity of service staff; DKT1.4 The suitability of price; DKT2.1 Degree of diversity and suitability of foods to the taste of passengers;DKT2.2 Ensure food safety and hygiene; DKT2.3 Degree of readiness and rapidity of service staff; DKT2.4 The suitability of price DKT3.1 Degree of satisfaction for shopping, commercial and hotel services; DKT3.2 Degree of satisfaction for entertainment needs (books, newspapers, TV, internet, etc.,) DKT3.3 Degree of satisfaction for sending personal vehicles; - Control line: - Feedback C1 Quality strategic planning C2 Quality goal planning C3 Quality plan development (IV ) (III ) (II) (I) C6 Analysis, adjustmen t C4 Quality plan implementation C5 Quality measurement PTQM process is developed in the form of quality program by cycle repeated with functions and feedbacks 3.3.2 Detailed analysis of quality management process Table 3.14 Detailed analysis of management function Functio n Quality strategic C1 plannin g No Function analysis C1.1 Analyze and forecast the fluctuations of business environment C1.2 Analyze the implementation of objectives of the previous period; C1.3 Analyze and forecast response capability of resources C1.4 Decide quality strategy and resource development C2.1 Develop strategic goal and distribute resources for railway bridge C2 Quality quality goal C2.2 Develop strategic goal and distribute resources for railway signals plannin quality g C2.3 Develop strategic goal and distribute resources for locomotive quality C2.4 Develop strategic goal and distribute resources for wagon quality C2.5 Develop strategic goal and distribute resources for station equipment quality C2.6 Develop strategic goal and distribute resources for quality of train 20 Quality plan C3 develop ment Quality plan C4 impleme ntation Quality C5 measure ment Analysis C6 and operation at station C2.7 Develop strategic goal and distribute resources for quality of train operation on the line C2.8 Develop strategic goal and distribute resources for quality of PS at station C2.9 Develop strategic goal and distribute resources for quality of PS on train C2.10 Develop strategic goal and distribute resources for quality of accompanying services at station C2.11 Develop strategic goal and distribute resources for quality of accompanying services on train C2.12 Approval of overall strategic goals C3.1 Develop quality plan for railway bridge; C3.2 Develop quality plan for railway signals C3.3 Develop quality plan for locomotive C3.4 Develop quality plan for wagons C3.5 Develop quality plan for station equipment C3.6 Develop quality plan for train operation at station C3.7 Develop quality plan for train operation on the line C3.8 Develop quality plan for PS at station C3.9 Develop quality plan for PS on train C3.10.Develop quality plan for accompanying services at station C3.11.Develop quality plan for accompanying services on train C3.12 Approval of overall quality plan C4.1 Implement quality plan for railway bridge; C4.2 Implement quality plan for railway signals C4.3 Implement quality plan for locomotive C4.4 Implement quality plan for wagons C4.5 Implement quality plan for station equipment C4.6 Implement quality plan for train operation at station C4.7 Implement quality plan for train operation on the line C4.8 Implement quality plan for PS at station C4.9 Implement quality plan for PS on train C4.10 Implement quality plan for accompanying services at station C4.11 Implement quality plan for accompanying services on train C5.1 Quality measurement of railway bridge; C5.2 Quality measurement of railway signals C5.3 Quality measurement of locomotive C5.4 Quality measurement of wagon techniques C5.5 Quality measurement of station equipment C5.6 Quality measurement of passenger service equipment at station C5.7 Quality measurement of passenger service equipment on train C5.8 Measure transport safety degree C5.9 Measure the response degree of transport requirements C5.10 Measure quality of PS and accompanying services at station C4.11 Measure quality of PS and accompanying services on train C.61 Analyze and adjust quality plan implementation C6.2 Analyze and adjust quality plan 21 adjustm C6.3 Analyze and adjust quality goals C6.4 Analyze and adjust quality strategy ent Business strategy C1.1 C1.2 C1.3 C1.4 C2.1 C2.2 C2.3 C2.4 C2.5 C2.6 C2.7 C2.8 C2.9 C2.10 C2.11 Adjust goal (0) C2.12 (1) C3.1 C3.2 C3.3 C3.4 C3.5 C3.6 C3.7 C3.8 C3.9 C3.10 C3.11 Adjust plan (0) C3.12 (1) C4.1 C4.2 C4.3 C4.4 C4.5 C4.6 C4.7 C4.8 C4.9 C4.10 C4.11 C5.1 C5.2 C5.3 C5.4 C5.5 C5.6 C5.7 C5.8 C5.9 C5.10 C5.11 Note: - Logic option value (0): Not suitable; (1): Suitable - Control line: - Feedback line: (I) Implementation adjustment request C6.1 (II) Plan adjustment request C6.2 C6.3 (III) Goal adjustment request (IV) Strategic adjustment request C6.4 Figure 3.7 Quality management process for PT services 3.5 Behavior analysis of PTQM system Behavior analysis of PTQM system is to consider the system under perspective of dynamic model In the research extent of the topic, on the 22 basis of static structure relationship and management process, the thesis analyzes qualitatively the movement trend of PTQM system, the quantitative analysis will be studied intensively when having enough actual data to deploy the model 3.5.1 Analyzing interaction among management subsystems In terms of structure, the management system includes management subsystems according to each highly specialized field, consistent with the complexity of PT system by railway The decentralization responsibility relationship among management subsytems ensures the efficiency in specialized management and the systematic and synchronism under services chain provided to passengers In terms of process, the QM process presents the functional connection among management subsystems according to cycle continuously improved through feedback channels; functions of C2-C3-C4–C5 are synchronously implemented in the entire system 3.5.2 Analyzing the effect of factors to quality of PT service Effect of factors to PTQ is analyzed under groups: (1) Quality of technical facility, including: railway infrastructure and transport vehicles Limitation of railway infrastructure and transport vehicles affects directly the transport safety, speed and the smoothness of train operation process; (2) Quality of transport process: With certain conditions of railway infrastructure and transport vehicles, the transport operation determines the safety and satisfies the transport requirements of passengers; (3) Quality of passenger service: Ensure the safety and convenience of passengers In which, the degree of readiness, professional qualification and service attitude of staff greatly affect the feeling of passengers of transport service quality; (4) Quality of accompanying services: ensure food safety and hygiene and suitable with taste of passengers, the degree of readiness and service attitude of staff have important significance to improve passenger service quality 3.6 Implementation of management model 3.6.1 Assessment of management model Advantages: (1) In terms of structure: According to the system approach, the structural model analyzes QM system into specialized management subsystems, ensuring the homology and suitable with the structure of PT system by railway; (2) In terms of process: The PTQM process is operated under cycle continuously improved and enhanced on quality; (3) In terms of behavior: The model has explained the logic basis to analyze and provide management measures of PTQ under quality chain; (4) In terms of management tools: The management indicators system is developed under each group in accordance with service structure and favorable for organization of PTQM 23 Some existence: QM structure and process have not achieved the necessary detail level for each production departments; the model has not considered the decentralization of administrative management responsibility; 3.6.2 Implementation of the model Develop the plan according to stages: Stage 1: Review regulations and technical standards system; Stage 2: Survey and analyze in detail to develop measurement database of PTQ according to quality group structure; Stage 3: Develop a regulation coordinating among units providing transport services for passengers, ensure the synchronous and unified connection of functional activities under overall QM cycle; Stage 4: Research the design and development of centralized system to manage QM uniformly in the entire system - It should step up the training to improve qualification, renovate thinking of employees; develop positive working environment for employees, ensuring the unity of action towards quality environment satisfying the needs and requirements of passengers Sub-conclusion of Chapter 3: The result of development of QMMPT is expressed in the aspects: - PTQ is described in the quality chain model, enabling to comprehensively identify the issues related to the transport service quality; the quality indicators system provides scientific basis to complete current quality database of PT service system by railway - According to the system approach, the structural model ensures the systematic, consistent with the specific characteristics of PT service management by railway in Vietnam - According to the process approach, the PTQM process ensures the synchronous connection among management subsystems in railway transport management system CONCLUSION AND RECOMMENDATION CONCLUSION The research objective of the thesis is to design a principle model to provide initial scientific basis to select detailed design research solutions for PTQM system by railway in Vietnam The new scientific and practical contributions of the thesis: - The thesis has systematized and enriched the theory of PTQ, PTQM; the PTQM is analyzed under different perspectives as important basis to analyze and develop structural model and QM process; - The thesis applies systematic analysis method to develop structural model, PTQM process to ensure in accordance with the structure of PT 24 service system, synchronously connects the operation of parties providing transport services for passengers This is an important basis to continue researching detailed design of PTQM system in particular and QM of railway transport system in general - The indicators system of PTQ ensures the comprehensiveness and systematic nature in order to provide scientific basis to research and deploy the PTQM process in current period The PT by railway in Vietnam is a large and complex system, the PTQM issue is a very large and complex category The research process of the thesis is inevitable the following existences: - Accept to reduce some relevant management issues (quality cost, employee behavior) so it should research intensively to clarify scientific and practical basis in PTQM; - The PTQM process has not analyzed in detail and decentralized functions for each specific management department Therefore, it should be based on specific conditions of each relevant department to analyze in detail and develop appropriate database - The structural model and new process shows the QM system under static perspective, has not analyzed intensively and in detail the dynamic relations among factors affecting PTQ This is a complex research category that should be implemented in more intensive studies to clarify the issue RECOMMENDATION For state management (including Government and Ministry of Transport): Review and consider to adjust policy system in order to ensure convenient environment for relevant parties for further proactively investment to improve comprehensively the management system for PT service business by railway For Vietnam Railways and transport enterprises: In short-term, research and develop unified database system in the whole industry to complete the quality assessment for PT services The result of quality assessment allows to determine the quality achieved and weaknesses of current service system to have appropriate improvement solutions In longterm, develop investment plan under stages, gradually develop overall database and complete management system based on the detailed analysis of QMMPT In terms of human, it should have appropriate training policy to ensure that all members are aware of their role, responsibility, rights and ready to contribute their effort to renovate management activities and improve business efficiency [...]... feeling of passengers of transport service quality; (4) Quality of accompanying services: ensure food safety and hygiene and suitable with taste of passengers, the degree of readiness and service attitude of staff have important significance to improve passenger service quality 3.6 Implementation of management model 3.6.1 Assessment of management model Advantages: (1) In terms of structure: According... train operation process; (2) Quality of transport process: With certain conditions of railway infrastructure and transport vehicles, the transport operation determines the safety and satisfies the transport requirements of passengers; (3) Quality of passenger service: Ensure the safety and convenience of passengers In which, the degree of readiness, professional qualification and service attitude of. .. disturbing security and order on train; train DVT3.3 Prevention of social evils on train (gambling and other social evils); DVT3.4 Degree of readiness and promptly resolving for incidents of security and order on train; DVT4 Resolving qualityDVT4.1 Degree of readiness and promptly resolving requirements of for transport passengers; requirements of DVT4.2 Ensure the convenience of passengers; passengers;... rights for passengers DVT5 Resolving qualityDVT5.1 Degree of readiness to promptly resolve accidents and for accidents and incidents of PT; incidents of PT DVT5.2 Ensure rights for passengers; 3.3.5 Quality indicators for accompanying services Table 3.13 Quality indicators for accompanying services Code Group’s name Quality indicators DKT1 Quality of food DKT1.1 Degree of diversity and suitability of foods... luggage and baggage transported in the period (kg); QHL: Total volume of luggage and baggage transported in the period (kg); Table 3.12 Quality indicators for PS on train Code Group’s name Quality indicators DVT1 Quality of DVT1.1 Degree of adequacy, easy to observe of guidelines on train ; passenger DVT1.2 Degree of readiness, heartedness and timeliness of staff; instructions on train DVT2 Ensure adequate... Implement quality plan for PS on train C4.10 Implement quality plan for accompanying services at station C4.11 Implement quality plan for accompanying services on train C5.1 Quality measurement of railway bridge; C5.2 Quality measurement of railway signals C5.3 Quality measurement of locomotive C5.4 Quality measurement of wagon techniques C5.5 Quality measurement of station equipment C5.6 Quality measurement... described in the quality chain model, enabling to comprehensively identify the issues related to the transport service quality; the quality indicators system provides scientific basis to complete current quality database of PT service system by railway - According to the system approach, the structural model ensures the systematic, consistent with the specific characteristics of PT service management by railway. .. functions of C2-C3-C4–C5 are synchronously implemented in the entire system 3.5.2 Analyzing the effect of factors to quality of PT service Effect of factors to PTQ is analyzed under 4 groups: (1) Quality of technical facility, including: railway infrastructure and transport vehicles Limitation of railway infrastructure and transport vehicles affects directly the transport safety, speed and the smoothness of. .. C5.6 Quality measurement of passenger service equipment at station C5.7 Quality measurement of passenger service equipment on train C5.8 Measure transport safety degree C5.9 Measure the response degree of transport requirements C5.10 Measure quality of PS and accompanying services at station C4.11 Measure quality of PS and accompanying services on train C.61 Analyze and adjust quality plan implementation... operation of parties providing transport services for passengers This is an important basis to continue researching detailed design of PTQM system in particular and QM of railway transport system in general - The indicators system of PTQ ensures the comprehensiveness and systematic nature in order to provide scientific basis to research and deploy the PTQM process in current period The PT by railway in Vietnam