Institution of Railway Operators – Operators' Handbook Operators' Handbook Third Edition ebook (N-Member) | Page 9

Contents
4.11
4.12
4.13
4.14
CASE
STUDY
Incident and Accident Investigation . . . . . . . . . . . . 189
Investigation Techniques . . . . . . . . . . . . . . . . . 191
Identifying Underlying Causes . . . . . . . . . . . . . . 194
Further Reading . . . . . . . . . . . . . . . . . . . . . . 196
Case Study – Level Crossings . . . . . . . . . . . . . . 197
Chapter 5
Delivering Customer Services
5.1 Delivering Customer Service . . . . . . . . . . . . . . . 205
5.2 Background . . . . . . . . . . . . . . . . . . . . . . . . 205
5.3 What is the difference between Customer Service,
Customer Experience, and Customer Satisfaction? . . . 208
5.4 Why is good customer service important? . . . . . . . . 208
5.5 Transport Focus . . . . . . . . . . . . . . . . . . . . . . 209
5.6 Freight Customers . . . . . . . . . . . . . . . . . . . . . 210
5.7 Railway Industry Customers . . . . . . . . . . . . . . . 210
5.8 Internal customer . . . . . . . . . . . . . . . . . . . . . 211
5.9 Remember . . . . . . . . . . . . . . . . . . . . . . . . . 212
5.10 Passenger Information . . . . . . . . . . . . . . . . . . 212
5.11 Remember . . . . . . . . . . . . . . . . . . . . . . . . . 216
Chapter 6
Operational Planning and Timetabling
6.1
6.2
6.3
6.4 The Train Planning Environment . . . . . . . . . . . . . . 217
The Planning Process . . . . . . . . . . . . . . . . . . . 223
Train Planning Capability . . . . . . . . . . . . . . . . . 232
Planning Rules and Constraints . . . . . . . . . . . . . . 235
CASE
STUDY Case Study – Train Plan Changes and
Unintended Consequences . . . . . . . . . . . . . . . . 247
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