To instill a positive upward spiral in Railway revenues, Indian Railways management needs to adopt a strategic customer orientation view point. Over the Railways operational history I am sure even over the past few years they would have collected tremendous amount of feedback of all types from users and staff at all levels. To be customer oriented it implies two things - one - all processes have to be customer centric and two - there has to be a tight focus on continuous improvement in processes. An institutionalized approach for assessment of quality in deliveries of all processes is required to achieve this. There has to be a reverse feedback to public on what changes have been made based on feedback and suggestions received from users - unless people see that what they say matters to the management and is actually taken seriously enough to be implemented, future inflows of feedback will dwindle and die. Apathy will reign initially with users and finally with management. Customers are both external customers as well as internal customers.
Technology plays a vital role in delivery of services with minimum human intervention and with optimal costs, future proofing for volume and scale as well as automating the engine of feedback.
Any airline online booking service - Indigo, Jet Airways etc can provide lots of pointers on how IRCTC can improve their online services. If one studies Citibank online banking service one will get a very good idea of impact of customer focus on site development and improved delivery of services. more