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1- Examiner answer included reliability of trains and numbers of trains arriving late as Internal Business measure,which seemed to me as Customer perspective .
What is the fine line to distinguish customer perspective and internal business process ?
2-in part b,last line examiner answer stated “Assuming trains are available 14 hours per day and there are 22 services,each service is on average almost 1.5 hours which maybe significant length of time to passengers to stand on a train”
(wonder) How it measured time of passenger standing ?
It can be difficult to distinguish between internal business and customer perspective. A good test is to ask who is in control of a measure. Here, punctuality and reliability are factors that the company should be able to control so there are internal business measures.
Of course, these will affect customer perspectives, but it is customers make u their own minds.
Standing happens on in peak times in region A where seat occupancy is 128%. The 28% who can’t then find a seat will be very inconvenienced and vocal in their protests because they have to stand for 1.5 hours.
Thanks..
For part b i am still curious how it concluded that 28% was standing for 1.5 hours( how to calculate that 1.5 hours).
Fomr the answer: “The impact of overcrowding on passengers also depends on journey times, with passengers being less satisfied by not obtaining a seat on longer journeys rather than on short ones. Assuming trains are available for 14 hours per day and there are 22 services, each service is on average almost 1·5 hours which may be a significant length of time for passengers to stand on a train”.
However this is not that well explained.
1 The examiner has assumed that trains run for 14 hours per day (say 7am to 9pm, though other assumptions could be made.
2 Standing is an issue Region A.
3 There is one train for that region which works hard all day going back and forward and runs 10 services on that route
4 That gives a time per service of 14 hours/10 = 1.4.
I assume that’s where the examiner gets the almost 1.5 hours. Obviously if there were more than one train going back and forward for 14 hours, the journey times implied are greater,
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