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at 22:00 the night before. PPM is therefore the percentage of trains ‘on time’ compared to the total number of trains planned. A train is defined as ‘on time’ if it arrives within five minutes (i.e. 4 minutes 59 seconds or less) of the planned destination arrival time for London and South East or regional services, or 10 minutes (i.e. 9 minutes 59 seconds or less) for long distance services. Where a train fails to run its entire planned route calling at all timetabled stations it will count as a PPM failure.
　　　　(Networkrail.co.uk)

Exhibit 3

Virgin Trains wins top UK customer satisfaction award
Virgin Trains has won the British Quality Foundation's 2011 BQF Achievement Award for Customer Satisfaction, sponsored by Oracle. The company was chosen by an independent awards jury for its outstanding levels of customer satisfaction and evidence that the levels achieved resulted in loyal customers.
　　　　Overall customer satisfaction has risen consistently over the last 10 years, with customer complaints decreasing by 90% over a period when passenger journeys have doubled. Complaints are currently running at 2.5 per 1,000 passenger journeys, compared with 23 a decade ago.
　　　　The company has transformed the organisational culture by making the customer the main priority and focusing employees on providing excellent customer service. We have empowered staff to act on their own initiative when dealing with customer issues, and this has encouraged them to be innovative in developing their own ideas for improvement.
　　　　Joe Goasdoué, Chief Executive of the BQF, said: “Winning a BQF Achievement Award is a fantastic result for any organisation and Virgin Trains has shown just why a single-minded focus on the customer is the fast route to success.”
　　　　Tony Collins, Chief Executive of Virgin Trains, said: “In the latest National Passenger Survey, in Spring 2011, Virgin Trains was rated best long-distance franchise operator for overall satisfaction, scoring 90% for the third survey in a row. I am proud of the way our people embrace the Virgin philosophy of putting the customer first and this Award is down to their efforts. There are always areas where we can do more, and we will continue to strive to improve.”
(Virgin Trains press release, Tuesday October 18, 2011)

Your task

You have taken on an internship with a UK train operator, and have been asked to analyse the usefulness of quality management concepts in assessing and improving train punctuality.

Part 1 (about 20% of the total mark)
In about 300 words summarise the main issues relevant to this assignment described in Exhibits 1 to 3. Try to ensure that your account shows how these issues are connected, instead of simply listing them.

Part 2 (about 60% of the total mark)
Design and carry out a statistical process control analysis of the punctuality of passenger trains that stop at Lancaster station, or another main UK station if you prefer. This should have two main parts:
a. A calculation of process capability index for a sample of expected and actual arrival times at Lancaster at any reasonable time over any reasonable period. You can get your data by direct observation at the station, or by using the ‘live’ arrival boards on the National Rail enquiries website at  Make sure you fully describe your data set, and state any assumptions or d本论文由英语论文网提供整理，提供论文代写，英语论文代写，代写论文，代写英语论文，代写留学生论文，代写英文论文，留学生论文代写相关核心关键词搜索。