Last Updated on 2018-03-02 , 5:00 pm
MRT breakdown has become such a common thing, nobody is surprised anymore.
SOP in times of MRT breakdown:
*whips out phone*
“Eh MRT breakdown again lol”
“Huh seriously…”
“Ya sia…they say 10 minutes I think half an hour ba…y’all start first”
*and then you wait*
The need for a change
Given the increase in frequency of train breakdowns, public satisfaction levels of MRT services has dipped from 96% to 91.8% in 2017.
According to the annual Public Transport Customer Satisfaction Survey, the drop was largely attributed to lower scores in reliability, waiting time, comfort, travel time, and service information.
So SMRT decided to do something about it…
…and it has nothing to do with solving train breakdown problems.
Instead, SMRT decided to redesign their passenger service centres, according to TODAYonline.
Nope, not joking.
The design was inspired by the Japanese concept of Kaizen (改善), which translates to “change for the better”.
This concept is also used by big firms like Toyota.
Through making small improvements on the micro scale, the firm will be able to gain productivity, efficiency and also reap profits on the macro scale.
The changes
The queue lines, which were notorious for blocking people’s paths, will now shift towards the middle of the customer service centre.
The service counters will be lowered for children and wheelchair-bound commuters’ easy access.
There will also be a full-height digital screen showing train timing and updates.
Commuters can also get updates on train disruptions from there.
Currently, train disruption updates are done manually on signboards and over the PA system in train stations.
The changes will be done at City Hall MRT station first, before other stations are considered.
Other changes BTS
The Kaizen concept was employed in the Tuas depot last month.
A wash station has been relocated nearer to the staff workbench, hence reducing the time for the staff to carry the components back and forth.
At the Rolling Stock Workshop, staff can voice out their concerns to their leaders through the daily sessions.
This is a huge difference as compared to the past where one’s small voice will easily go unheard.
SMRT is really going all in, introducing a four-member Kaizen expert team to look after the whole changing process.
“Now, with the kaizen team, it is a lot easier for us to suggest improvements… generally we can see that improvements are being done,” said a staff.
Additionally, staff are getting their personalised workstations labelled with their names.
Very creative indeed.
SMRT hopes to encourage them to “be responsible” and “take ownership”.
Following the pilot at Tuas West, the Kaizen initiatives will be rolled out progressively at other depots in Bishan, Ulu Pandan and Changi.
Thoughts
Basically, this kaizen concept is all about making changes for the better.
You don’t have to make major changes, but every small thing you do can go a long way!
At the same time, employees will feel more valued when their voices are heard and opinions considered.
What do you think?
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This article was first published on goodyfeed.com
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Featured image: TODAYonline
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