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Analysis of Service Related Contributory or Causative Factors of Subway Rail Rage
February 2, 2008
byR. Washington
Research Objective
Research Problem Determine if there is a correlation between service related subway incidents
and violence against employees. Goal
Identify which service performance measures can be used to determine the likelihood of violence.
Perform analytical data analysis in search of trends and patterns. Significance
Establishing cause-effect relationship can: Allow for reactive measures Improve employee safety Minimize service and employee downtime Minimize legal actions taken by customers and employees
Workplace Violence and Harassment
Incidents where persons are abused, threatened or assaulted in circumstances related to their work, involving an explicit or implicit challenge to their safety, well-being and health.
Violence can take a number of forms, including physical acts, abusive verbal and nonverbal communication, intimidating and bullying, exclusion, sexual harassment, and stalking.
Types of Workplace Violence
External Violence Acts done by intruders to an organization who have no legitimate relationship with the
organization. (Vandalism and acts of trespass).
Service-Related Violence “Aggressive acts by customers” and can be used to describe the type of violence
perpetrated against workers in the rail industry by passengers. (Mental illness, intoxication or public frustration over wait times and poor service).
Internal Violence Acts done by management, employees, former employees, or those with an
employment-based connection to the workplace.(Bullying, slander, gossip, rumors, social isolation)
Factors in Violence
Job-descriptive tasks Handling of money and fares Dealing with public (often frustrated) Working in a unsheltered environment Creating wait times Enforcing fares Dealing with complaints about service
Nonfatal Assaults hitting kicking beating Pinching
scratching biting stabbing shooting
Preventive Strategies Closed-circuit cameras alarms Two-way mirrors Card-key access systems
Panic bar door Trouble lights Geographic locating devices Train delay messaging systems
Scenario
A passenger’s frustration builds while waiting for a train that has been delayed. Upon it’s arrival, the train crew informs the customers of further extensive delays.
The customer’s vented displeasure over the perceived poor service escalates from a heated verbal exchange to shoving match and threats of further physical harm.
High risk of assaultsAverage risk = 1.2%
High risk of threatsAverage risk = 1.5%
Security and protective services (11.4%)
Nurses (5.0%)
Care workers (2.8%)
Public transport (2.8%)
Catering/hotels/restaurants (2.6%)
Other education and welfare (2.6%)
Teachers (1.8%)
Retail sales (1.8%)
Management and personnel (1.7%)
Leisure/service providers (1.7%)
Other health professionals (1.4%)
Public transport (5.6%)
Security and protective services (5.3%)
Other health professionals (4.0%)
Retail sales (3.5%)
Nurses (3.1%)
Management and personnel (2.6%)
Other education and welfare (2.3%)
Catering/hotels/restaurants (2.0%)
Teachers (2.0%)
Cashiers/bank managers/money lenders (2.0%)
Leisure/service providers (1.9%)
Violence at WorkplaceOccupation Survey (UK, Sweden)
NYCT Violence Against Employees
0
20
40
60
80
100
120
140
160
180
Yr 00 Yr 01 Yr 02 Yr 03 Yr 04 Yr 05 Yr 06 Yr 07
Threat
Assault
2000-2007
Assault
Threat
Customer Aggression Model
Service RelatedCustomer Anger
Non-ServiceRelated Customer
Anger
CustomerReadiness to
Commit Violence
CustomerViolence against
employee
ViolenceSuppressed
Train Delay
High Fares
PreventiveStrategies
FamilyProblems, etc
Current Status
Data Extraction Criteria: Occurrences of assault or threats Other incidents at that station or on
connecting train lines. Other incidents within a 5 hour window.
Develop algorithm to identify relationship between service delays and violence against employees.
Validate algorithm against text details.
Perform data Mining to identify hidden relationships.
References
[1] Violence, Harassment, and Bullying at Work: How Does the Australian Rail Industry Compare and What Can Be Done?, www.nctr.usf.edu/jpt/pdf/JPT%208-3%20VanBarneveld.pdf
[2] Workplace Violence, www.twu.org/default.asp?contentID=684
[3] When passengers explode, Smith, Carla, Report / Newsmagazine (Alberta Edition); 02/07/2000, Vol. 26 Issue 47, p42, 3/4p, 1c
[4] Crime Reduction Toolkits: Violence at work, www.crimereduction.homeoffice.gov.uk/toolkits/br020304.htm
[5] Japan Today–Kuchikomi – Train commuter rage still increasing, www.japantoday.com/jp/kuchikomi/498/all