Passenger Satisfaction Survey Essay Example for Free

Passenger Satisfaction Survey Essay Knowledge centre was setup at IRITM in 2008. IRITM has a Memorandum of Understanding (MoU) with IIM Lucknow, for writing Research Papers, Case Studies and assimilating research findings into comprehensive periodic reports to be used for improving training inputs. This is the 4th publication of the Centre. The earlier 3 publications :1. Ideas on PPP, Dr. Kalpana Dube, Sr. Prof. (Fin. PPP), IRITM Ashish Shukla 2. A Handbook on Project Finance PPP Terminology, Dr. Kalpana Dube, Sr. Prof. (Fin. PPP), IRITM Ankit Tandon 3. Studying the Efficacy of an Airport Modernization Concession Agreement, Dr. Kalpana Dube, Sr. Prof. (Fin. PPP), IRITM The above publications have been well received not only by the Railways but even outside in the Government, Private Sector and Educational Institutions. Indian Railways is the life line of the nation. It has been instrumental in bringing about a social, cultural and economic revolution in our society and has been a strong uniting and integrating force. Despite being a monopoly in passenger services which are highly subsidized, can it afford to have a dissatisfied customer? To keep the nation moving and the customers happy, our net social service obligations in 2010-11 constituted 17. 57% of total expenditure. Analysis of profitability of Coaching Services showed a loss of 21,324 crores to which net suburban losses in Chennai, Kolkatta and Mumbai contributed Rs. 2364 crores. Other factors have also accelerated the situation which include low second class ordinary fares non suburban commuters and concession in fare extended to various categories. No other transport sector today is offering rates which could compete with the Railways. Despite so much of effort if we are still unable to keep our Customer satisfied there certainly seems to be some communication gap between us and the Customer. In order to asses that gap IRITM conducted a â€Å"Passenger Satisfaction Survey† on the Northern, North Central and North Eastern Railway, the result of which are summarized in the publication. We hope the results would allow us the Railway personnel to introspect about our â€Å"Customer Demand† and initiate us to give a better service and be more vocal in showing our concern for keeping our Customer Happy. Ashima Singh Director IRITM Lucknow July 2012 FOREWORD Passenger Amenities and provision of certain essential as well as desirable features on Railway stations as well as on-board train services continually engage the attention of policy makers in the Railway Board as well as the Field Officers in the Zones and Divisions. The ground level scenario at major stations in the country differs in terms of scope as well as its perceived usefulness by the Railway Passengers. The present survey was designed to get a comprehensive feedback on 37 different service parameters related to passenger conveniences and station facilities. While the objective assessment fields were readily responded to by most passengers the open ended questions did not elicit detailed replies and were perfunctory. The perception gap between Passenger responses and Railway Officers’ responses also highlighted some interesting differences. Illumination at Stations, Signage and Clarity of Train Announcements and Booking Counter experience have got very favorable responses. The deficiency areas which were most reported on were cleanliness on platforms and train toilets, late running of trains as well as unauthorized people in compartments. What must be emphasized here is that none of these areas actually require capital expenditure or investments or repeated policy directives. They just require vigilantism, active supervision and better coordination among the service providers within the various departments. A standard protocol of maintenance, cleanliness and supervision functions needs to be worked upon just like the various service related parameters put in operation at the newly developed and modernized airports. (Please refer Annexure). This is a standard checklist of service parameters insisted upon by Delhi International Airport Limited (DIAL). A similar drill would go a long way in ensuring better services on our premium stations especially A1, and A categories. The booklet has been designed in such a manner that passenger responses can be very easily understood through use of colorful graphics and simple data presentation, however the larger question which needs to be addressed is that can we provide station and on board housekeeping services which are game changers and path breaking at the same time? Which reflect a paradigm shift in the way Passenger Services are traditionally being offered by Indian Railways. Perhaps the new Station Development Corporation announced recently may introduce sweeping changes to radically alter the present system of addressing Passenger Amenities and general conveniences to be made available to the public. The Station Development Corporation has been conceived with the primary objective of augmenting and improving passenger related amenities at stations. All the issues highlighted in the current survey would perhaps get addressed if fast tracking the activities of the Station Development agency can show visible early results. The areas of action being well designed concourses, high end waiting spaces, easy access with disabled friendly options for station premises, congestion free platforms, modern catering facilities etc. The Report has been made more useful by adding edited versions of the comprehensive, pan-India Passenger Service Surveys and Station Cleanliness Surveys conducted by the CAG (Railways) in the last few years. In addition, some additional literature and visuals of world class stations have been added to give a feel of what the future may look like in the days to come for Passenger Amenities and Services in Modernized Railway Stations. The Report has also been substantiated with identifying certain important performance benchmarks, using examples from the Aviation Sector. Performance benchmarking and improving customer perception are important milestones in improving station premises and passenger services beyond the conventional targets to the next level. A level which is path breaking and futuristic in its vision and implementation. If the checklist of the 37 parameters used in this study as well as the findings contained in the Audit Reports are read and comprehended by the Railway officers responsible for these functions, the purpose of the survey would be fulfilled. However, it may be useful to reiterate that station maintenance procedures must follow the KISNE principle i. e. Keep It Smart Neat and Efficient. Also while we cannot promise the moon to our customers we must ensure that what we do promise we deliver at all times with 100% efficiency and Zero Failures. These are achievable because we have a long experience of managing stations and procedures are well laid out. What is perhaps needed is a well established drill of adhering to a standard protocol of Station and Train Maintenance Practices and not allow the drill to falter even for a day. A well thought strategy, precision in execution and applying Six Sigma principles for not deviating from the Standard Maintenance and Supervision Protocol would go a long way establishing a New Order which is easy to replicate and easy to follow. Dr. Kalpana Dube Senior Professor IRITM Lucknow July 2012 The more you engage with customers the clearer things become and the easier it is to determine what you should be doing. Objectives of the Passenger Survey Criteria and Methodology Sample Size/Target Respondents Passenger Survey Findings Response by Railway Officers Suggestions for Proactive Action Comparison of General Public Railway Officers’ Response Perception Gap – Between the General Public as Rail Users and Railway Officers as Rail Users Graphical Representation of the Findings Strategy For Promoting Indian Railways Image And Train Travel Experience Some Suggestions Benchmarking Performance Assessment Measures Sub Report One: Sample Service Quality Specifications For Delhi International Airport Ltd. DIAL) Conceptual Background for Railway Stations as Profit Investment Centers Sub Report Two: CAG Recommendations on Passenger Services in Indian Railways 2008-09 Sub Report Three: CAG Recommendations on Cleanliness and Sanitation on Indian Railways 2007-08 Annexure 1: Citizen Charter on Passenger Services of Indian Railways Annexure 2: Questionnaire Used for the Passenger Satisfact ion Survey for IR Performance Service Standards Page No Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Objectives of the Passenger Survey †¢ †¢ To review the facilities provided to the passengers right from ticket booking to the on-board travel experience in the trains To asses if facilities provided in trains were adequate and effectively maintained or not, from the point of Passenger Satisfaction in Station Maintenance Practices. To know the priority areas so that these can be strengthened to optimize passenger satisfaction. To asses the overall travel experience of the passengers in the Indian Railways and their perception of the organization. †¢ †¢ Criteria and Methodology An open ended questionnaire with about 37 parameters was prepared and survey was conducted with the help of three field executives provided by the Indian Institute of Management (IIM) Lucknow. The survey was conducted over a period of ten days through direct contact and filling up of the questionnaire by on-board passengers of all the Travel Classes (AC, 2nd Sleeper). The routes identified for the survey were mainly on the Northern part of the country Lucknow New Delhi Lucknow, Lucknow Gorakhpur Lucknow, Lucknow Varanasi Lucknow, Lucknow Allahabad Lucknow, Lucknow Kanpur Lucknow, Lucknow Moradabad Lucknow, Lucknow Firozpur Lucknow. All the Stations surveyed belonged to A-1 and A category. 1 Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Sample Size/Target Respondents The sample size of the survey was around 700 passengers which included 100 Railway Officers as well. The general passengers age profile was from 15 years to 65 years with maximum response coming in from the young adults/youth i. e. 26-35 years of age. About 28% were female respondents and balance were males. Quality in a service or product is not what you put into it. It is what the client or customer gets out of it. Peter F. Drucker 2 Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Passenger Survey Findings Top Efficiencies 1. Illumination Signages 2. Availability of Porters (Coolies) at the Station 2. Booking Clerk Competency Behaviour 3. Clarity of Announcement at Stations Top Deficiencies 1. Cleanliness of Toilets 2. Unauthorized Vendors Passengers 2. Cleanliness of Platforms 3. Late Running of Trains Top Three Concerns/Priority Areas 1. Punctuality 2. Quality of services 3. Safety Satisfactory Services (Rated as Good) 1. Ambience of Waiting Rooms/Rest Rooms 2. Seating, Water, Trolley facilities at the Platform 3. Pricing of Food 4. Linen/Bedroll Cleanliness 5. Fans and Lights in the Trains 3 Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Other Findings of the Survey †¢ More than 60% of the people have used IT Enabled services such as Internet Ticketing, Enquiry Kiosks, Touch Screens, etc. 64% of the passengers surveyed confirmed that they have seen service improvements in the Railways in the last five years. 31 % of the passengers surveyed are satisfied with the Railway Amenities/ facilities. 35 % of the passengers surveyed think that Railways are giving Value for Money for the services provided. 47 % of the passengers surveyed rated Overall Services provided by the Railways as Good †¢ †¢ †¢ Your most unhappy customers are your greatest source of learning. Bill Gates 4 Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Response by Railway Officers Top Efficiencies 1. Booking Clerk Competency Behaviour 2. Quality Quantity of Food made available 3. Clarity of Announcement at Stations Top Deficiencies 1. Coach/Toilets occupied by Unauthorized Passenger Vendors 2. Handli ng of Theft Cases 3. Cleanliness of Toilets/Coaches Top three Concerns/Priority Areas 1. Quality of Service 2. Punctuality 3. Cleanliness Satisfactory Services (Rated as Good) 1. Water in the Coaches 2. Seating, Water, Trolley facilities at the Platform 3. Cleanliness of Platform 4. Ambience of Waiting Rooms/Rest Rooms 5. Illumination Signages 5 Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Other Findings of the Survey †¢ More than 70% of the Railway Officers have used IT Enabled services such as internet ticketing, enquiry kiosks, touch screens, etc. 94% of the Railway Officers surveyed confirmed that they have seen service improvements in the Railways in the last five years. 7 % of the Railway Officers surveyed are satisfied with the Railway Amenities/ Facilities. 86 % of the Railway Officers surveyed think that Railways giving Value for Money for the services provided. 85 % of the Railway Officers surveyed rated Overall Services provided by the Railways as Good. †¢ †¢ †¢ †¢ 6 This handbook on Passenger Satisfaction Survey and Benchmarking of Performance Stan dards has been compiled using the results obtained in a 15 day extensive Passenger Survey launched by IRITM PPP Knowledge Centre in association with IIM Lucknow. The survey was in the northern part of the country covering A-1 and A category stations. 700 responses were obtained on 37 different passenger service parameters under nine categories ranging from Point of Sale to On-board Facilities to IT based Passenger Transactions. These have been compiled in easy to read, colourful graphics in this Report. The Report has been made more useful by adding edited versions of the comprehensive, pan-India Passenger Service Surveys and Station Cleanliness Surveys conducted by the CAG (Railways) in the last few years. In addition, some additional literature and visuals of world class stations have been added to give a feel of what the future may look like in the days to come for Passenger Amenities and Services in Modernized Railway Stations. This handbook would be of use not only to IRTS Probationers but also to all frontline Managers and Staff in Indian Railways responsible for Station Maintenance, Sanitation and Passenger Amenities. The handbook can also be accessed on the IRITM website www. iritm. indianrailways. gov. in.

Veterinary Medicine Essays -- essays research papers

Veterinary Medicine For my agriculture report, I chose to do a report on veterinarians. I chose this career field because I like working with animals and learning about them. While doing my report I learned more then I thought there was to learn about animals and becoming a veterinarian. I learned how long it takes to become a veterinarian, what my chances are on being accepted by a veterinary college, what veterinarians do, and much more. Veterinary Medicine is a branch of medical science that deals with the prevention, cure, or alleviation of diseases and injuries of animals. There are about 55,000 veterinarians and of that only 15,000 or so are women. Many veterinarians work for federal, state, or local governments, inspecting food, supervising laws that protect human and animal health, or dealing with environmental problems. Many veterinarians treat all animals, but in recent years and in the densely populated areas of the country, many have limited their practice to pets. Some specialize in the treatment of certian populations such as horses, cattle, poultry, or zoo animals. A small number of veterinarians are employed as managers of large feedlots for beef - cattle, large dairy cattle operations, and many of the increasingly large poultry farms. A few veterinarians are now becoming involved in embryo transfer work, in which fertilized eggs are removed from superior donors and transferred into the uterus of a cow of lesser genetic qualities. A minimum of six years ...

Advantages and Disadvantages of Tourism Essay

Tourism is the act of travel for the purpose of not only recreation, but also the provision of services for this act. It might occupy local services such as entertainment, accommodation and catering for tourists. It may seem, that tourism brings only benefits, but further consideration shows that it also has disadvantages. Firstly, many countries depend heavily upon travel expenditures by foreigners as a source of taxation and as a source of income for the enterprises. Therefore, the development of tourism is often a strategy to promote a particular region for the purpose of increasing commerce through exporting goods and services. Secondly, it provides direct employment for the people associated with occupations in bars and hotels. Thanks to it, the average standard of living of people increases well and at the same time unemployment is on the decrease. However, tourists cause environmental damage through forest fires, destruction of sand dunes and pollution. Consequently this serves negatively as increased pollution disturbs local residents and also it may discourage tourists from further entering the country. After this, tourism undermines culture by commercializing it and this is often connected with increasing litter, graffiti, vandalism and noise – tourists do not always respect traditional cultures, which is sad but true. In general, tourism is an extremely profitable process in loads of countries, especially those in which the process of development continue to depend on this industry because this industry does not require a lot of literacy and also it yields maximum profits with less investment. Advantages and Disadvantages of Tourism Essay Grenadines Island is a small island with limited education facilities. Primarily motivated students can easily start their own education. Many people think of education as something that occurs in a school or classroom. However, knowledge-eager students can gain additional skills behind the walls of schools. This self-teaching approach in the â€Å"New Pedagogy† is based on motivated people studying outside of general compulsory education. Students should have a chance to acquire other knowledge based on their interests, which are not the interests of their teachers through the self-teaching approach. The self-teaching project requires an active approach from the student. Students remember competences they gathered through their own endeavors and efforts. Students should look for information and classify it independently. Students should learn to read technical writings of others. In educational-research projects, students are developing a whole spectrum of cognitive abilities – thinking and reasoning, memory and learning, attention, perception, judgment, imagining and problem solving. Research method as the form of education requires individual problem solving of students for an integrated problem assignment. A virtual nature, virtual universe or virtual reality is essential for the science education. The virtual reality mimics the real world and students can safely perform experiments on it. Students can perform  thought experiments  otherwise impossible to do in reality. Moreover, a computation is becoming as important as a theory and experiment. Technology, the use of scientific knowledge for practical purposes, has a profound impact on the way we live. A powerful method of science and research endeavor brings us every aspect of our comfort. Therefore, I propose a four-level educational architecture which is divided into four levels. The first level is for casual students who are interested in nothing more than in animations that are suitable for public presentations. Students in the second level will use an existing simulation program, change input parameters and look for results. Third level students will be more interested and will read technical information written in the second part of this thesis to get a better insight. The four-level architecture culminates with students reading, programming, analyzing and expanding galaxy dynamics simulations, and with a deep understanding of numerical simulations.

Unicorns Are Real After All

Unicorns Are Real After All The Lavada Johnston Story â€Å"I just don’t understand how people can go through with one-night stands, I just can’t do it. † I just sat there for a little while in silent disbelief. I was trying to decide whether or not I should take offense to the statement or not. Before I could formulate my response, my friend Lavada said, â€Å"No offense to you, or anyone else, I just don’t get it. † Throughout my life, I thought I had encountered pretty much every type of person, and I could’ve sworn that I had my generation completely pegged. However, since meeting Lavada Johnston, my iron-clad definition of people my age has been greatly disproven. I first met Lavada, in my Stage Crafting class. Because it was the beginning of the semester, I didn’t really know any of the other theater students just yet. But for some reason, I felt drawn to her. She had a very intriguing look about her. She had a curvaceous and voluptuous body type. Her hair was jet black, nails painted black, black eye make-up, and a lip ring. My first impression was that she was either of the gothic or emo persuasion, but she didn’t exactly have the particularly â€Å"dark† quality that most gothic/emo people I’ve met possess. She had sort of a quirkiness about her that didn’t seem intimidating. In fact, it was pretty much very inviting. I consider myself a pretty good judge of character, so I decided to befriend her. To my surprise, it didn’t take long at all for us to develop a rather strong friendship with each other. The more I hung around her, the more interesting she became to me, and still does now. She sometimes seems sort of reserved and maybe even shy sometimes, but all of that goes out of the window when she is comfortable. She is full of life, a vibrant fun loving college student. When I found out that her natural hair color is actually blonde, I wasn’t even surprised. In fact, once I thought about it, it really suits her, and her personality. Like myself, Lavada is a theater major. She wants to pursue musical theater, but for some reason, she is shy about singing. This is something I didn’t understand considering she has an amazing singing, and perfect for the theater. Her musical interests are also something that caused us to spark such a quick friendship. Turns out we are both Family Force 5 fanatics, although Lavada may be border lining obsession. All of the things I’ve mentioned about her are all things I find very interesting about her. But there is one particular reason that piqued my interest enough to really cause me to press even further into her life and to explore her outlook on the world around her. One day after grabbing lunch in the union, Lavada and I were walking together, seeing how my dorm was in the same direction as hers. We had what eventually became a very serious discussion. I’ll never forget my mixture of surprise and disbelief when I found out Lavada’s secret. I’m not exactly sure how we got on this topic of conversation, but somehow we ended up discussing sex. However, it’s not like it’s uncommon for college students to talk about sex. In fact, what college student hasn’t had sex before, right? Wrong. I still can hear the words as clear as a bell in my head, â€Å"Scottie, I’m a virgin. † When she told me this, there was no way I could hide the shocked expression plastered all over my face. It took me a while to even gather that she was serious. Lavada Johnston is a twenty-one year old college student, who has never had sex. Part of me felt guilty for being so surprised by this confession. I mean, it’s not like it’s a bad thing or anything like that. It was just, I’ve never known such a person to resist. But then I decided that I must be missing something here. Maybe I should read the fine print, I thought. But as I pressed further into Lavada and her sexual activity, the more I believed her. I said to myself there has to be some technicalities or something because you can’t just go your entire life without having sex, unless you’re one of those insanely religious people or something. Seeing how Lavada wasn’t anywhere near being a religious type person, my curiosity was piqued even further. For lack of a better one, my first question was simply, â€Å"Why? Lavada looked around, gave an innocent but rather vacant expression, flailed her hands up and said, â€Å"I don’t know. † By this point, I began to seriously pester her and express my whole-hearted awe in her confession. Over and over again, Lavada gave me not one excuse or reason as to why she had never had sex. Everything she said was enough to cause the average girl to have the occasional â₠¬Å"I hate boys† syndrome, but never is it enough to hold back the raging hormones we’re faced with at this age. Or so I thought. I decided to have an official interview with Lavada, in which I would be determined to find the answers I was looking for. Lavada Johnston was born in Winona, Mississippi and then later moved to Eupora, Mississippi, which is where she stills whenever school isn’t in session. She attended Montgomery High School in Kilmichael, where she graduated in the year 2007. Throughout her school days, Lavada seemed to be the classic headstrong rebel type of girl who got into plenty of trouble for fighting. Her family moved around a lot, so she never stayed in one place for long. This made it really hard for her to develop a strong circle of friends. Therefore, she turned to books. She loves to read. She was one of those Harry Potter type kids, into mythical creatures, magic, vampires, you know, the whole nine yards. As far as music goes, aside from Family Force 5, she is pretty much hard rock oriented. I asked her why she chose to come to Ole Miss. She responded with a very straight forward answer. â€Å"It was either here, or Mississippi State, but if I had gone to state, I know I would’ve gotten into too many fights. I simply laughed and nodded in agreement at my friend. It is safe to say, that since coming to college, she has finally found steady friends, which of course she loves because she hasn’t ever really had that before. I of course was and still am both grateful and happy to be a friend to her. The more I hang around Lavada, the more I see the kind of person she is. There is no denying that is sweet and kind to any everyone. I obser ved that she has a hard to saying no to people, even if she wants to. In my opinion, Lavada possesses something that is rare in our generation. And I don’t mean her virginity. Although, I do believe that it truly reflects the kind of person she really is. She’s someone who isn’t concerned with impressing others. The fact that she has yet to swipe her â€Å"V- card† speaks volumes about her values and the standards that she holds for herself. She is kind, fun-loving, and seems to sincerely care about her fellow human-being in a way that is apparent in her everyday life. I truly wish more people our age would take a lesson from Lavada, and maybe we could all make a change for the better.

World Cup Host Countries

World Cup Host Countries Held every four years, the Fà ©dà ©ration Internationale de Football Association (FIFA) World Cup is held in a different host country. The World Cup is the major international soccer (football) competition, consisting of the nationally recognized mens soccer team from each country. The World Cup has been held in a host country every four years since 1930, with the exception of 1942 and 1946 due to the Second World War. FIFAs executive committee selects the host country for each FIFA World Cup. The 2018 and 2022 World Cup host countries, Russia and Qatar respectively, were selected by the FIFA executive committee on December 2, 2010. On June 13, 2018, the 2026 host was selected through a new process, the open votes of all FIFA member countries. Note that the World Cup is held in even-numbered years that are the interval years of the Summer Olympic Games (although the World Cup now matches the four-year cycle of the Winter Olympic Games). Also, unlike the Olympic Games, the World Cup is hosted by a country and not a specific city, as is the Olympic Games. The following is a listing of the FIFA World Cup host countries from 1930 to 2026. World Cup Host Countries 1930 - Uruguay1934 - Italy1938 - France1942 - Canceled due to World War II1946 - Canceled due to World War II1950 - Brazil1954 - Switzerland1958 - Sweden1962 - Chile1966 - United Kingdom1970 - Mexico1974 - West Germany (now Germany)1978 - Argentina1982 - Spain1986 - Mexico1990 - Italy1994 - United States1998 - France2002 - South Korea and Japan2006 - Germany2010 - South Africa2014 - Brazil2018 - Russia2022 - Qatar2026 - North America (united bid by Canada, Mexico, and the United States)

The History of Ultrasound in Medicine

The History of Ultrasound in Medicine Ultrasound refers to sound waves above the human range of hearing, 20,000 or more vibrations per second. Ultrasonic devices are used for measuring distance and detecting objects, but it’s in the realm of medical imaging that most people are familiar with ultrasound. Ultrasonography, or diagnostic sonography, is used to visualize structures inside the human body, from bones to organs, tendons, and blood vessels, as well as the fetus in a pregnant woman.   Ultrasound was developed by Dr. George Ludwig at the Naval Medical Research Institute in the late 1940s. The physicist John Wild is known as the father of medical ultrasound for imaging tissue in 1949. In addition, Dr. Karl Theodore Dussik of Austria published the first paper on medical ultrasonics in 1942, based on his research on transmission ultrasound investigation of the brain; and Professor Ian Donald of Scotland developed practical technology and applications for ultrasound in the 1950s. How It Works   Ultrasound is used in a large array of imaging tools. A transducer gives off the sound waves that are reflected back from organs and tissues, allowing a picture of what is inside the body to be drawn on a screen.   The transducer produces sound waves from 1 to 18 megahertz. The transducer is often used with a conductive gel to enable the sound to be transmitted into the body. The sound waves are reflected by internal structures in the body and hit the transducer in return. These vibrations are then translated by the ultrasound machine and transformed into an image. The depth and strength of the echo determine the size and shapes of the image. Obstetric Ultrasound Ultrasound can be very useful during pregnancy. Ultrasound can determine the gestational age of the fetus, its proper location in the womb, detect ​the fetal heartbeat, determine multiple pregnancies, and can determine the sex of the fetus. While ultrasonic imaging can change temperature and pressure in the body, there is little indication of harm to the fetus or mother through imaging. Nonetheless, American and European medical bodies urge ultrasonic imaging to be performed only when medically necessary.

Service Industry in Context - T-Mobile Research Paper

Service Industry in Context - T-Mobile - Research Paper Example As of the recent times, the company has generated revenue of around 14.8 billion by the process of handling its operations with an employee strength of over 34,500 employees (Deutsche Telecom, 2012, p. 18). The company’s planning and strategy based operations are initiated from the US based headquarters which is located in the Bellevue area in Washington. Talking in terms of customer statistics, it can be said that the company offers it product and service offerings to around 33.3 million customers in the US, by using technology platforms like the GSM, UMTS etc (t- mobile.com – b, 2012). The well known and highly reputed global telecom company has a wide array of products and services that appeal to customers around the world. Talking in regards to the product portfolio offered by the globally reputed telecom company, the company manufactures and markets telecommunication devices of latest technology like the Smart phones, Windows phones as well as the smart phones of v arious well known global mobile companies. The company’s product offerings also comprises of various other technological devices like the tablets, headsets, mobile chargers etc (t- mobile.com – c, 2012). In the US, the company is a national level service provider whose service offerings for the US market comprises of various essential and useful telecommunication services like voice, wireless messaging as well as high speed data service. (t-mobile.com – d, 2012). The company’s service portfolio comprises of data communication plans for mobiles and computers, which are highly segmented to suit the individual needs of the customers on the basis of their consumption usage. The company also provides high speed data connectivity services like the Broadband services as well as 4G services to the customers located in the United States. In an attempt to provide a significant amount of value to the customers, it can be said that the company has also focused on the process of eliminating the charges of the mobile devices with regards to the data plans and thereby providing and promoting more transparency in the pricing plans of their services to the customers. Talking in terms of financial performance of the company in the recent times, it can be said that the company generated a revenue total of around $4.9 billion in the sales of telecommunication equipments in the third quarter of this year, which is an increase of around 6.4% while calculated on a year on year basis. The company also recorded revenue of around $4.3 billion in terms of total service revenue for the third quarter of this year. Talking in line with the average revenue per user (ARPU), it can be said that the company generated $27.35, which is an increase of over 12% on a year on year basis. The average revenue per user recorded an increase because of the significant rise in monthly 4G subscriptions by the customers. The company apart from providing a stellar performance in t erms of revenue generation in the third quarter of this year has focused on the process of developing the customer base of the company in a move to achieve significant operational efficiency of the company. As a result, the company has recorded