Metodapplikation i kvalitetsförbättring - kollektivtrafiken

Sammanfattning: This Study has been carried out in co-operation with SJ AB, Banverket, Västtrafik and the department for Production Management and Economics at the Faculty of Engineering of the Lund University, LTH. The Study has been based on a requirement specification from SJ AB, (the major railway traffic operator in Sweden). The objective of the study is to: · clarify the importance of methodically working with quality improvements (throughout the organization). · identify the root cause/causes to that the punctuality of the traffic for a specific commuter train route ‘Alingsåspendeln’ deviates from the target set. The purpose of the study is to: · clarify discrepancies between quality work in theory (to the book) and how SJ carries out quality improvement work in its operations (often due to practical limitations). · showcase the advantages of using DMAIC in quality improvement endeavours. · help increase customer satisfaction of the commuters of ‘Alingsåspendeln´ by identifying the (route-) causes to the punctuality problems, in order to identify or develop solutions/actions for improved punctuality. A description is made of the dependencies between the different actors/players on the Swedish railway market and how they need to co-operate in order to fulfil the transportation needs of the endcustomers. Punctuality is the key to customer satisfaction for railway commuters. A clear definition of how to target and measure how the customers are served in this respect is set. In the practical case project the Six Sigma DMAIC methodology was followed. A number of causes to the punctuality deviation problem were identified during the analysis phase. The implementation phase of solutions goes on beyond the scope of the present study. According to the experiences from the case study project Six Sigma has proven to be useful to SJ for its continuous quality improvement work. As regards the identified problem areas it is recommended that those are being resolved as soon as possible to even further enhance customer satisfaction. 3