The objective of the programme was to support IR in evolving from a product and process-centric organisation, to a customer-oriented organisation.

The solution designed after a detailed study involved a 5-day ‘Customer Goodwill Training programme’ for over 1,00,000 customer-facing employees of the Indian Railways, over a period of five years.

Phase I commenced in October 1999 with 25,500 participants covered in 23 locations over 18 months. The methodology comprised of adoption of model stations, where the staff was trained, facilitated on-the-job training and monitoring.

Customer Satisfaction Score: A third-party survey conducted on 7 critical parameters demonstrated an evident improvement ranging from 28% to 39%. The supervisors’ rating shows an unbeatable improvement in the staffs’ customer handling skills and behavior from 56% to 73%.

Phase II of the Customer Goodwill Programme, covering over 35,000 employees, was completed at 25 stations and
9 zonal Training institutes, by June 2004.

Indian Railways and NIS Sparta are in conversation to launch ‘Margdarshan,’ a Performance Coaching Project at selected 70 important Railway Stations this year.

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