During 2014, Chartered Speed Private Limited, which is the contract provider for much acclaimed Bus Rapid Transit System, wanted to enhance customer service so as to position itself firmly during upcoming contract renewal talks with Ahmedabad Janmarg Limited, the municipal body accountable for the system. Buses leave the following morning for their scheduled runs and arrive at the organization’s workshops during the night for daily repairs.
Nevertheless, given resource and time constraints, bus departures may either be delayed or buses might have to leave the workshop with no scheduled repair procedures. Also, there's a long record of deficiencies with the buses or drivers and of episodes, for example injuries or breakdowns that can lead to monetary penalties to the organization. How should maintenance actions be designed to minimize the punishment losses and ensure high customer support levels? Authors are affiliated with Indian Institute of Management Ahmedabad.
PUBLICATION DATE: April 16, 2015 PRODUCT #: W15119-PDF-ENG
This is just an excerpt. This case is about LEADERSHIP & MANAGING PEOPLE
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