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The case explores the benefits of good a good Management Information System and its impact in reference to the Indian Railways. It talks about how different modules of the MIS helped Indian Railways improve Customer Service and at the same time reduce cost.
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Passenger Reservation Information System
INDIAN RAILWAYS
Manager Information System – Xavier Institute of Management, Bhubaneswar
What comes to your mind??
Manager Information System – Xavier Institute of Management, Bhubaneswar
INDIAN RAILWAYS
• Second largest network under single Management
• Largest Employer in India
• 12 million Passenger everyday
• 15 Zones, 6853 stations, 300 yards
Manager Information System – Xavier Institute of Management, Bhubaneswar
Background
• Rising input cost upto 200%
• Unavailibility of easy, correct & timely access to information
• Proper management of resources
• Better Customer Service
Manager Information System – Xavier Institute of Management, Bhubaneswar
Problem
• Reduce cost
• Reduce burden on staff
• Improve efficiency
• Provide better Customer Service
Manager Information System – Xavier Institute of Management, Bhubaneswar
Objective
• Adoption of Customer-centric IT applications
– PRS
– UTS
– NTES
– FOIS
• Integration of all reservation counters
– CONCERT ( Country wide Network of Reservation and Ticketing counters)
Manager Information System – Xavier Institute of Management, Bhubaneswar
Solution
7
CONCERT NETWORK TOPOLOGYCONCERT NETWORK TOPOLOGY
Delhi PRS
Mumbai PRS
Chennai PRS
kolkata PRS
Secunderabad PRS
2 MBPS (x2) Leased Line
2 MBPS (x2) Leased Line6
2 MBPS Leased Line
2 MBPS (X 2) Leased Line
2 MBPS Leased Line
2 MBPS (x2) Leased Line
Delhi
SecBad
Calcutta
Mumbai
ChennaiManager Information System – Xavier Institute of Management, Bhubaneswar
• Passenger Reservation System (PRS)- www.indianrail.gov.in
– Web enabled
– Journey Planning/Fare/Availibility
– Reservation between any pair of station
– Automatic upgradation
– Uses centralized database
– 97% reservation made through PRS presently
Manager Information System – Xavier Institute of Management, Bhubaneswar
Solution
• IRCTC – www.irctc.co.in
– To remove burden on employees at booking counters.
– Online ticket reservation system
– Payments can be made both on Debit/Credit Card
– Uses the Centralised database of Railways
Manager Information System – Xavier Institute of Management, Bhubaneswar
Solution
• National Train Enquiry System (NTES) – www.trainenquiry.com
– Running position and arrival of train
– Information passed on to customers via IVRS and Web
Manager Information System – Xavier Institute of Management, Bhubaneswar
Solution
• Freight Operating Information System (FOIS)
– Instant information of current status of goods in transit
– Helps in managing inventory
– Helps in assest utilization
Manager Information System – Xavier Institute of Management, Bhubaneswar
Solution
• Benefits to customers
– Transperancy
– Universal Booking Counters
– Upgradation/ instant update of Status
– Reduced wait time
– Customer satisfaction
Manager Information System – Xavier Institute of Management, Bhubaneswar
Outcomes
• Benefits to Railways
– Increased efficiency
– Optimal utilisation of berths
– Analysis of traffic pattern for better overall planning
– Reduction in Revenue losses
– Saving on Manpower
– Eliminate possibilities of fraud
Manager Information System – Xavier Institute of Management, Bhubaneswar
Outcomes
?
Manager Information System – Xavier Institute of Management, Bhubaneswar
