Description
this project is about public transport with the case study of BEST
A PROJECT ON PUBLIC TRANSPORT IN MUMBAI: BEST SUBMITTED TO UNIVERSITY OF MUMBAI In the partial fulfillment of BMS BY SANJEEV PANDEY PROJECT GUIDE Prof. A. V. MANDKE
BACHELOR OF MANAGEMENT STUDIES SEMESTER V (2011-12) THROUGH MARWARI VIDYALAYA SANCHALIT SMT. K.G.M. COLLEGE OF ARTS & COMMERCE Malad (west), Mumbai - 400064.
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DECLARATION
I SANJEEV PANDEY, a Students Of Class T.Y.BMS Semester V Academic Year 2011-2012 Studying in SMT. K.G.M. COLLEGE OF COMMERCE hereby declare that the work done on the project entitled reference used in the project is duly acknowledged. PUBLIC TRANSPORT IN MUMBAI: BEST is the true and original and any
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SANJ EEV PANDEY STUDENT
Date: _____________
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GUIDE CERTIFICATE
I Prof. A. V. MANDKE, hereby certify that SANJEEV PANDEY studying in Class T.Y.BMS Semester V, Academic Year 2011-2012 Studying in SMT. K.G.MITTAL COLLEGE OF ARTS & COMMERCE has completed project entitled PUBLIC TRANSPORT IN MUMBAI: BEST under my guidance. To the best of my knowledge information submitted in the project is original, authentic and any references used in the project are duly acknowledged.
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Prof. A. V. MANDKE PROJ ECT GUIDE
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PROF. LEENA GADKARI BMS CO-ORDINATER
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Dr. J OHN D'MELLO COLLEGE PRINCIPAL
Date: ____________
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CERTIFICATE
This is to certify that Mr. SANJEEV PANDEY, the student of T.Y.B.M.S (Semester-V), has successfully completed project on “PUBLIC TRANSPORT IN MUMBAI: BEST” in the academic year 2011-2012 under the guidance of “Prof. A.V. MANDKE”.
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Prof. A. V. MANDKE PROJ ECT GUIDE
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PROF. LEENA GADKARI BMS CO-ORDINATER
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Dr. J OHN D'MELLO COLLEGE PRINCIPAL
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EXTERNAL EXAMINER
Date: _____________
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ACKNOWLEDGEMENT I have taken efforts to make this project as qualitative as possible. However, it would not have been possible without the kind support and help of many individuals. I would like to extend my regards to all of them. I record hereby my special thanks & gratitude to my Project Guide Prof. A. V. MANDKE, for his unflagging encouragement & affectionate guidance in the completion of my project, without him this would not have been possible. I would like to thank our BMS Coordinator Prof. LEENA GADKARI, for her unconditional support & valuable guidance. I would also like to thank to all other faculty members of the BMS section who helped me in completing the project and supporting me in spite of all inconveniences and problems arising from time to time to complete the project. I’m thankful to MRS. SUMITRA SAMANT a BEST DEPUTY PRO officer who answered my all questions and guided me to bring out the real scenario of present situation of BEST. I would also like to thank my family and friends for their support as this project could not be completed without their support and encouragement. I am very much thankful to them.
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SANJ EEV PANDEY STUDENT
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Date: __________
EXECUTIVE SUMMARY
The BEST buses are one of the most efficient modes of public transport, reliable for shorter as well as long distances in Mumbai. However it may take more time compared to local train for long distances due to road traffic. Buses are the most popular means of transport in Mumbai. A major chunk of the population travels by bus. It has a monopoly in bus transport services within Mumbai. Their importance is next to the famed Local Electric Train in keeping Mumbai alive. BEST buses cover the entire Mumbai including the suburbs and beyond. As the BEST undertaking is a service provider in public transport, in this project various analyses has been done such as SWOT analysis, PEST analysis, 8 P’s, core & supplementary services offered by the BEST to bring out the necessary data which enable to make the service of BEST as qualitative as it possible. This project aims to bring out the importance of the public transport and also what kinds of problems the BEST is facing as a service provider and what
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can be the best alternate solutions which can be applied to solve problem in most suitable way.
Chapter scheme
Chapter No. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11 12. 13.
Chapter Introduction to public transport Benefits & limitation of using public transport Different modes of public transport in Mumbai Introduction To BEST Supplementary services of BEST 8P’s of BEST PEST analysis of BEST SWOT analysis of BEST Case study on problems of BEST & various solutions Interview with DEPUTY PRO of BEST Interview with public Conclusion Bibliography
Page No 8-15 16-24 25-29 30-39 40-45 46-55 56-66 67-80 81-87 88-98 99-107 108-110 111-112
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CHAPTER 1. INTRODUCTION TO PUBLIC TRANSPORT
WHY THIS PROJECT Access to both public and private transportation is essential for citizens to contribute to their community and reach their potential. Safe, reliable affordable transport is a key determinant of people’s opportunities to access health services and programs, education and secure employment. Our societies cannot function without transport. Transportation is everyone’s part of life without which we cannot survive in our day to day routine. Almost every individual starting from a student, working men or women, senior citizen all age group uses public transport to reach their destination. A well established public transportation system is required to meet the demand of commuters. Fortunately, Mumbai has a very good transportation system which fulfills the demand of commuters. In Mumbai, local train occupies first position to provide service with one million commuters on daily basis. The BEST bus stands at second position but that doesn’t mean it’s not effective form of public transport. The BEST buses are one of the
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most efficient modes of travel for shorter and long distances. However it may take more time compared to local train for long distances due to road traffic. BEST undertaking is having well established and well developed form of network system that allows providing better transportation to commuters. BEST buses are very comfortable when the railway station is too far. BEST is not the fastest mode of transport in Mumbai due to heavy traffic all day and heavy rush is there in the bus but still BEST undertaking is managed to attract more numbers of commuters. Due to the good network system of transportation in Mumbai, traveling is quite easier in this pulsating metropolis. To travel in Mumbai, the public transport system is the best option. The BEST undertaking is well managed organization which is capable of carrying 4.5 million commuters every day in this kind of environment where there is huge traffic, there is rush every time. I wanted to do dept study on the BEST undertaking to know how BEST managed to survive. Because of which I chose this project. Public transportation provides people with mobility and access to employment. It benefits those who choose to ride, as well as those who have no other choice as most of the people do not have any mode of transport and must rely on public transport. Public transit provides a basic mobility service to these persons and to all others without access to private vehicle.
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The incorporation of public transportation options and considerations into broader economic and land use planning can also help a community expand business opportunities, reduce sprawl, and create a sense of community through transit-oriented development. By creating a locus for public activities, such development contributes to a sense of community and can enhance neighborhood safety and security. For these reasons, areas with good public transit systems are economically thriving communities and offer location advantages to individuals choosing to work or live in them. In times of emergency, public transportation is critical to safe and efficient evacuation. Public transportation also helps to reduce road congestion and travel times, air pollution, and energy and oil consumption, all of which benefit both riders and non-riders alike. INTRODUCTION TO SERVICE SECTORS IN INDIA
India is primarily consisting of three major sectors. These are primary, secondary and tertiary sectors respectively. When the economic activity is mainly depends on exploitation of natural resources then the activity comes under primary sector. Agriculture and agricultural related activities are primary sectors of economy in India. When the main activity involves manufacturing then it is said to be secondary sector. All industrial products where physical goods are produced come under secondary sector. When the activity involves providing intangible service then it is part of tertiary sector.
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Services or the "tertiary sector" of the economy covers wide activities like Activities in the service sector include retail, banks, hotels, real estate, education, health, social work, transport, computer services, recreation, media, communications, electricity, gas and water supply. The various sectors that combine together to constitute service industry in India. The eight most intangible service industries in India are as follows. ? Banking and insurance ? Hotels and restaurants
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Tourism industry
? Transportation ? Education ? Communication ? Hospitals and healthcare ? Personal service Transportation is one among the service sectors. With the changing economic scenario, factors such as globalization of markets, international economic integration, and removal of barriers to business and trade and increased competition have enhanced the need of transportation. It is one of the most important infrastructure requirements which is essential for the expansion of opportunities and plays an important role in making or breaking the competitive positioning.
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Public transportation is a form of transportation that charge set fares, run fixed routes, and is available to the public. The most common public transport vehicles are trains, buses, taxis, auto rickshaws, cool cabs etc.
WHY PUBLIC TRANSPORT IMPORTANT
No one will argue anymore that one of the most important components of a livable and environmentally sustainable city is a properly designed, efficient and affordable public transport system. With the changing economic scenario, factors such as globalization of markets, international economic integration, and removal of barriers to business and trade and increased competition have enhanced the need of transportation. Transportation is one among the service sectors. Due to enhanced networking system and well developed infra structural environment transportation is quite comfortable in Mumbai. Especially public transport is common, easy, economic mode of transport in Mumbai.
Over 88% of the commuters in Mumbai use public transport as their mode of transport. Transportation plays a principal role in economic development of any area. Every single person requires transportation facility to move from one place to another place. We cannot imagine what would be the life of human being without transportation.
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Public transportation plays a significant role in finding solutions to the numerous challenges facing Mumbai today whether it’s more jobs, a cleaner environment, energy independence or a better quality of life, public transportation gets us there.
Public transportation is important due to some factors. Public transport help in enhancing standard of living of people as it helps commuters to get one place to another. Public transport makes people’s life easier and comfortable. In Mumbai 88% of the population uses public transport as their mode of transport. So it raises the standard of living of the people. Public transport helps during emergencies and natural calamities. In times of natural calamities or crisis; due to war or internal disturbance, public transport helps in quick movement of people. For example, In the event of disruption of rail services the BEST operates additional buses in the area of disruption. Timely actions are taken with the help of our communication system.
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Public transport helps in creation of employment.
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Transport provides an employment opportunity to individuals as drivers, conductors, pilots, cabin crew, captain of the ships, etc. who are directly engaged in transport business. It also provides employment to people indirectly in the industries producing various means of transport and other transport equipments. In BEST, as on 2011 there are 38,000 employees, which include 22,000 bus drivers and conductors (this comes to an average of 11.2 employees per bus). Public transport helps in labour mobility. Public transport helps a lot in providing mobility to workers. We always see to rush in the trains and in the buses between 8.00 to 11.00 and 19.00 to 21.00 in Mumbai, every day. Public transport helps in bringing people together. Public transport facilitates movement of people from one place to another place. Mumbai being a city consists of a different kind of people came from every part of India with different religion. It helps in exchange of cultures, views and practices between the people. This brings about greater understanding among people and awareness of each other’s culture. Thus, it helps to promote a feeling of brotherhood among the people.
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Public transport helps to access to transportation to a low-income group as in Mumbai majority of population consist of this group. It helps them to travel from one place to another place.
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Public transport has also an impact on the environmental aspects because it saves fuel, reduces congestion, reduces gasoline consumption and reduces a carbon footprint which has the negative impact on our society.
? Most importantly, it is the cheapest form of transport in Mumbai.
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CHAPTER 2. BENEFITS & LIMITATIONS OF PUBLIC TRANSPORTATION
In Mumbai, many people who are looking for a way to save money have an option of using public transport as their mode of transport. There are many advantages to using public transportation. First is cost. If we compare the cost of gas, parking and auto maintenance to the cost of a BEST bus or train, we will find that public transport is more economical. Using the BEST bus or train as a primary transportation source, we can save even more on car payments, insurance and repairs. Convenience is the next advantage. Public transport has scheduled that people can set their commuting time around. No more roaming around looking for parking or sitting in traffic. An individual can better spend time on reading or relaxing
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while leaving the driving to someone else. In short, people can come out a way ahead time wise. The benefit of public transport is divided into three parts, i.e. social, economic and environmental. Social
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It helps foster a sense of community. For example, people traveling together are more likely to feel a community connection than those traveling in cars in isolation.
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It encourages people to have a more active healthy lifestyle, particularly if BEST are walking or cycling to their station or stop.
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It helps reduce injuries and fatalities caused by car accidents. It provides accessible transport for people regardless of demographics such as income or age.
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It is less stressful. Rather than driving in traffic or wasting time looking for an elusive car park, public transport passengers can relax and listen to music, play computer games or read a book.
Economic ? Travel is cheaper than owning and operating a car.
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It reduces the need for building vast car parks on valuable land that could have otherwise been used as highly prized office or retail space.
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It reduces reliance on rapidly decreasing oil supplies.
Environmental
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It reduces pollution and road congestion - the more people who travel by train, tram or bus, fewer cars on the road.
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It requires less land use than road infrastructure.
ADVANTAGES OF PUBLIC TRANSPORT The advantages of using public transport are generally synonymous but wider than the advantages of using private transport. There are benefits for the greater good, such as environmental protection; for personal gain such as increased safety. ? Reduced damage to the environment. One bus emits far fewer fumes than twenty cars (especially if it uses LPG fuel). Reduced use of fuel.
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In 1999, Indian road transport consumed 80 times as much energy as rail, while the distance travelled by road passengers and freight was only 15 times as much"
? Buses and trains are safer than cars. One is 9 times more likely to die travelling by car than by rail. ? Reduced time spent on maintenance of personal vehicles.
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? No need to find parking spaces at the destination. “Buses and trains can help overcome congestion, reduce carbon emissions, offer far higher fuel efficiency per passenger mile than the average car journey and provide socially inclusive forms of transport. The green credentials of public transport have been firmly established.” Eco Travelling Some people say that public transport acts to "provide a social service for the poor [but rail] passengers are, in fact, overwhelmingly middle-class." This is probably due to the massive benefits of making daily commutes in pooled transport. Currently, the BEST undertaking carries 4.5 millions commuters per day, and local trains carry 6.4 millions commuters per day. This figure is 10 times greater than last 10 years. Passenger travel aside, there are also benefits for increasing the rail network in general. Train tracks use less space than roads, are more easily concealable so cause less visual disruption, and with increased rail, coverage comes increased freight. "Carrying freight by rail results in an 80% cut in CO2 emissions per Kilogram carried compared to road haulage" and can replace 50 lorry movements. This is a massive environmental and commercial saving. The cost to the environment is something that affects everyone. Economic concerns dictate that for future prosperity, we must invest now, in a greener future. An initial cost will prevent massive costs later. Combining that with
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the freight savings of rail, it makes sense for governments and citizens to support the rail system. There are additional advantages to saving on fuel usage, aside from the benefits to the environment. Politics and oil supplies are often uneasy bedfellows: by reducing fuel usage, we are making our country more independent of the major oil-supplying countries that sometimes disrupt our lives by restricting oil. If oil consumption dropped, then it will be less effective to use oil supply as a political weapon. LIMITATIONS OF PUBLIC TRANSPORT
Cities are locations having a high level of accumulation and concentration of economic activities and are complex spatial structures that are supported by transport systems. The larger the city greater it’s complexity and the potential for disruptions if this complexity is not effectively managed. The most important transport problems in Mumbai took place because public transport systems for a variety of reasons failed to satisfy the numerous requirements of people of Mumbai. Urban productivity is highly dependent on the efficiency of its transport system to move people to their destinations. Some problems are ancient i.e. congestion while others are newly developed i.e. environment problems. Among these problems, most notable are as follows. ? Traffic congestion and parking difficulties
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Congestion is one of the most prevalent transport problems in Mumbai. It is particularly linked with motorisation and the diffusion of the automobile, which has increased the demand for transport infrastructures. However, the supply of infrastructures has often not been able to keep up with the growth of mobility. Since vehicles spend the majority of the time parked, motorization has expanded the demand for parking space, which has created space consumption problems particularly in western line in Mumbai. ? Public transport inadequacy Local trains and BEST buses are either over or under used at specific time. During peak hours, crowdedness creates discomfort for users because of which they prefer other options like auto rickshaws, taxi which lead to loss for BEST and local trains. ? Loss of public space The majority of roads are publicly owned and free of access. Increased traffic has adverse impacts on public activities which once crowded the streets such as markets, agoras, parades and processions, games, and community interactions. These have gradually disappeared to be replaced by automobiles. In many cases, these activities have shifted to shopping malls while in other cases, they have been abandoned altogether. Traffic flows influence the life and interactions of residents and their usage of street space. More traffic impedes social interactions
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and street activities. People tend to walk and cycle less when traffic is high. ? Environmental impacts and energy consumption Pollution, including noise, generated by circulation has become a serious impediment to the quality of life and even the health. Further, energy consumption by transportation has dramatically increased and so the dependency on petroleum.
? Accidents and safety Growing traffic is linked with a growing number of accidents and fatalities, especially in cities like Mumbai which is overcrowded. Accidents account for a significant share of recurring delays. As traffic increases, people feel less safe to use the streets. ? Connectivity Public transit systems are often independent from other modes and terminals. It is consequently difficult to transfer passengers from one system to the other. ? Competition Public transit faced strong competition and loss ridership in relative terms and in some cases in absolute terms. The higher the level of
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automobile dependency, the more inappropriate the public transit level of service. The public service being offered is simply outpaced by the convenience of the automobile. However, changes in energy prices are likely to impose a new equilibrium in this relationship. ? Inconvenience Every individual face lot of inconvenience in using public transport in terms of timing, lack of availability, huge rush, infrastructural problems, ambiance.
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High government spending expense Huge investment is required by the government to continue to provide service to its commuters without any interruption.
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Uncomfortable environment on public transportation Some people feel uncomfortable in front of other while travelling in buses or train.
Other disadvantages and failures of public transport are as follows. ? Open transport does not afford the same level of personal space or protection as a private care (especially psychologically). ? Public transport is organized around fixed timetables, meaning that it is not always the practical way to travel due to conflicting arrangements.
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?
Hardy-bodied people may be able to carry luggage over public transport, but on many occasions, private transport is easier.
? There is huge rush in public transport, which creates a lot of problems for commuters, especially for senior citizen, handicapped person, small, mother with kids, patent.
In the end, Better for the environment and safer, public transport is the best option, when available and practical taking into account the nature of the journey, whether one can organize a day around fixed timetables, and whether one are feeling sociable. Weak-minded and frail persons may struggle carrying things and feel too insecure. Pooled transport should be used whenever it can be: the advantages to the world are too great for it to be overlooked for minor reasons. Personal transport should be used as a last resort.
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CHAPTER 3. DIFFERENT MODES OF PUBLIC TRANSPORT IN MUMBAI
Public transport in Mumbai involves the transport of millions of its citizens by train, road. Over 88% of the commuters in Mumbai use public transport. It is the most convenient, efficient and cheap form of transport to a population largely without sufficient income to afford cars. Mumbai has the largest organized bus transport network in Mumbai. However, the train network is constantly struggling to cope with the growing population. A train compartment is usually filled with over three times the passengers it was meant for at peak hours. To travel in Mumbai, the public transport system is the best option. Many people prefer using local means of transport to travel
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around the metropolis, as insufficient parking places and traffic do not allow them to park out their own vehicles. Mumbai is known as the commercial capital of India, where every moment is marked by one or the other event. Thus, there are enough means of transportation in Mumbai. Getting around the city just involves gaining entry in any public transport and then, need to be prepared to knock the roads. Mumbai has an efficient network of local transportation carrying commuters everywhere in the city. Majority of people prefer to use local means of transport to travel around the metropolis, as insufficient parking places and traffic bottlenecks don’t allow them to draw out their own vehicles. The following are the different modes of public transport used by the commuters in Mumbai. These are as follows according to their usage.
1.
Mumbai Local Trains service Local Trains are the major means of transport in Mumbai. It stands at top position in providing service to its commuters with lowest cost and fastest speed. It is spread over 464 route kilometers. It is divided into 3 zones – Western railway, Central railway and Harbour railway. The system carries more than 6.4 millions commuters on a daily basis. All the local trains start operations usually after 04:00 hours in the morning and close maximum by 01:00 hours. It has the highest passenger densities of any urban railway system in the world.
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Due to the geographical spread of the population and location of business areas, the rail network is the principal mode of mass transport in Mumbai. 2. Public Bus Service (BEST) service BEST buses are one of the most popular means of transport in Mumbai. It stands at second position in providing service to its 4.5 millions commuters on daily basis. Brihanmumbai Electric Supply and Transport (BEST) buses provide efficient services in and around the city. Public buses run by the BEST (an autonomous body under the BMC) cover almost all parts of the metropolis as well as parts of New Bombay and Thane. Buses are used for short to medium distance commuting as train fares are more economical for long distances. The BEST fleet consists of single-decker, double-decker, airconditioned and vestibule buses. The BEST also operates ferries across creeks in northern Mumbai. The buses are numbered according to the route they run on and are usually very crowded. The tickets are given by a uniformed conductor. The buses operate till midnight and have seats reserved for senior citizens, ladies and handicapped. 3. Public taxi service Commuting by taxi in Mumbai is a convenient way to travel in and around Mumbai. Taxis are readily available on roads and serve as expensive but comfort mode of transport in Mumbai. The regular taxis in Mumbai are painted in yellow and black, have a meter are air-conditioned or without airPublic transport in Mumbai: BEST 27
conditioned. Hiring a taxi is a convenient way of traveling in and around Mumbai. They are small sized cars which are expensive and easily available. Currently, there are About 176556 taxis in entire Mumbai which serves commuters throughout day and night. These metered taxis run throughout Mumbai and have monopoly from Bandra to Churchgate on the Western line and Sion to Chatrapati Shivaji Terminus on the Central line. Beyond Sion and Bandra auto rickshaws are not allowed. Because of this, anyhow commuters have to hire taxi in those areas. However, between Sion to Thane and Bandra to Bhayandar, both have to compromise. A mechanical meter decides the fare and is proportional to the distance traveled. The basis for the fare calculation is:
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Minimum fare is Rs. 16.00 for the first 1.6 km (1 mile).
• Fare for each subsequent kilometer : Rs. 10.00 The fare is payable at a multiple of 1.25 (i.e. Rs. 125 for every Rs. 100 calculated for the meter reading) between 12.00am to 5 am. Recently Radio cab services have been introduced by some private companies. These taxis are brand new air-conditioned cars fitted with GPS and electronic meters. Fare is same as that of Cool Cabs. Presently operated by the following companies: Meru (Green Silver), Gold cabs (Yellow Red), Easy Cabs, Star Taxis (White & Purple), Forsche Taxi and Mega cabs (Black). However these taxis need to be booked in advance by calling their call centre number.
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4. Auto rickshaw service Apart from buses, trains and taxis, auto rickshaws play an important role of public transport in Mumbai. Auto rickshaw is yet another one of the comfortable means to travel in the city. Though they are expensive, they are the safe, trusted and comfortable way of traveling around the city. This mode of transport is like an open-air taxi with a capacity to carry three adult-sized passengers. This mode of transportation in Mumbai is cheaper than taxi and more expensive than bus. Like in taxis, there are meters in auto-rickshaws as well. There are total 246,458 auto rickshaws in Mumbai. Auto Rickshaws are three-wheeler scooters, which can accommodate three people. There is much good to be said about autos in Mumbai. They are generally available in plenty at all times of the day. And to a lesser extent even in the middle of the night. Auto rickshaws registered in Mumbai are not allowed travel beyond the municipal limits of Mumbai. They have been allowed to ply between Sion to Mulund in the Central Suburbs and up to Mankhurd on the Harbour line. People who wish to travel beyond Mumbai to suburbs like Vashi, Airoli have to board/flag down/catch another rickshaw. In the western suburbs they are allowed to ply between Bandra and Bhayandar only.
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CHAPTER 4. INTRODUCTION TO BEST
Parent Type Founded
Brihanmumbai Electric Supply and Transport Undertaking Autonomous State-owned enterprise 1905 as BEST co.ltd Bombay Electric Supply & Tramways Company Limited 1947 as BEST Undertaking
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Locale Service area
Bombay Electric Supply and Transport Undertaking Mumbai metropolitan area Mumbai City Navi Mumbai Thane Mira-Bhayandar Local, Limited bus, Special, Express, Air-conditioned bus services Mumbai BRTS Ferry Boat Ordinary Bus Limited Bus Express Bus A.C. Bus - 14 BRTS - 4 Ferry Service - 1 4700 8,73,333 kilometers Diesel, CNG O.P.Gupta 44, 000 (2011) Rs. 2,353.40 cr. (201) Public transport, Electricity www.bestundertaking.com
Service type
Routes
Fleet Distance covered a day Fuel type General Manager Employees Revenues Industry Web site
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The transportation wing of Brihanmumbai Electric Supply and Transport undertaking which is operated by state-government is having a large number of bus lines in the Mumbai metropolitan area. BEST bus serves the entire Mumbai City. It also has operation outside city limits into neighboring Navi Mumbai, Thane and Mira-Bhayandar. In addition to buses, it also operates a ferry service in the northern reaches of the city. The BEST (Brihanmumbai Electricity Supply and Transport) is Mumbai's public transport service and electricity provider. BEST was established in 1873, which operates one of India's largest fleets of buses. It was originally set up as a tramway company (Bombay Electric Supply & Tramways Company) the BEST set up a captive thermal power station at Wadi bunder, Bombay in November 1905 to generate electricity for its trams. That positioned it to also supply electricity to the city of Bombay. From 1926 the BEST started operating motor buses. The bus transport service covers the entire city and also extends its operations outside city limits into neighboring Navi Mumbai, Thane and MiraBhayandar. In addition to buses, it also operates a ferry service in the northern reaches of the city. The electricity division of the organization is
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also one of the few electricity departments in India to gather an annual net profit. As of 2011, the BEST runs, a total of 4700 buses, ferrying 4.5 million passengers over 365 routes, and has a workforce strength of 44,000, which includes 25,000 bus drivers and conductors (this comes to an average of 11.2 employees per bus). Single decker buses make up the bulk of the fleet, followed by the double-deck buses and air-conditioned buses, which ply on select routes. Following court directives, the company launched limited 'disabled friendly' buses on exclusive routes in 2005 that have low ramps and space for wheelchairs. The company also plies vestibule buses on the city's two highways. These buses have a capacity of 110, and were introduced in 1997. These buses were scrapped some time in 2008. All buses are tagged with a route number and its corresponding destination. There are different types of buses which are moving around the city. BEST offer different kind of services and their charges also differs. Most of the people prefers to travel through ordinary bus, which is most common, cheap, comfortable, and stopping all the bus stops. These buses cover short distance. There are buses which stop at important stops only and the charges are high as compare to ordinary buses. These buses are more comfortable, air conditioned, covering long distance.
Route
Description
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Ordinary
Ordinary routes are the most common, with buses on these routes stopping at all stops. Buses plying on these routes are identified by a white route number on a black background.
Limited
Buses on these routes stop only at important places and skip all the minor stops in between on high volume routes. BEST used to have a marginally higher fare and are identified by the route number in red on a white background. In 2008, the fares of Limited and ordinary buses were brought at the same level. The route number ends with LTD.
Special
These buses ply on select routes covering railway terminuses and the central business districts. These routes have a fare marginally higher than the 'Limited' routes and are identified by the route number in white on a red background.
Express/Corridor
These buses service long distance intra-city routes, and have fares that are the same as the Special routes, but with lesser number of stops. BEST have route numbers indicated in red on a yellow background. These buses do not skip the flyovers, like other buses.
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Air-conditioned
These buses fares a little over four times the fare of an 'Ordinary' route covering the same distance. These buses have route numbers starting with A.
Ac/Super
These buses run on the new BRTS (Bus Rapid Transit System) routes.
B.E.S.T. WORK MANAGEMENT The entire operation is divided into 25 depots. The Depot Managers are heading each Depot. Other heads are Traffic Officers, Assistant Traffic Officers and Sr. asst. officer. This team of officers directly controls the operational and administrative activities of the respective Depot. Apart from this team, the supervisory category viz. Bus Inspectors, for plugging the leakage in revenue, Starters for controlling the bus operation etc., are appointed at depots. Each depot is provided with a wireless vehicle, which is used to monitor the operation of buses in the jurisdiction of the depot. Traffic Control Room:The Bus Running Control (BRC) Officer mans the Traffic Control Room, round the clock. The section is provided with VHF set and with hot lines connecting all the depots as also the Police Control, Traffic Police Control, and Railways etc. This officer regulates the entire operation smoothly with the help of the Divisional Officers, by being in touch with them through wireless sets.
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Bus Control Room:The Bus Control Section functions round the clock, to attend to the vehicle breakdowns on field. The total operational area is divided into zones and emergency breakdown vans are provided for each zone. These vehicles are provided with necessary spares/units so as to carry out emergency repairs on the field itself. For speedy communication these vehicles are equipped with VHF sets. Traffic Training Center:The BEST has established a Training Center, to provide training and refresher courses to the operating crew members. On line training to new bus drivers is also provided with the help of training vehicles. At the depots our Accident Prevention Training Vehicle, is making rounds and counseling the operating staff about safe driving habits. Ticket & Cash department:The Ticket and Cash Department collects the daily revenue earned at the depots. The same is counted, consolidated, and remitted in the banks. Inventory of ticket blocks to be issued to the conductors, is also maintained by the Ticket & Cash Department. Accident & Claims Section:The Accident and Claims Section, as the name suggests, is established for settling the claims of personal injury / death due to accident involving our buses. Also various programs on Road Safety / Passenger Safety, to create
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awareness amongst the operating staff, passengers, pedestrians, and school children, are organized by this section in co-ordination with Training Center.
Traffic Planning Section:The Planning Section is established to prepare the schedules for different routes. An exercise in revision of schedules is periodically carried out after taking into consideration the guidelines given by the Management, suggestions received from the Divisional Officers and also from our valued commuters. The schedules are revised after every four months. Uneconomic routes are discontinued and the financial viability of the routes is appraised both at depot level as also at the Head Quarter level.
The routes operated by the BEST can be broadly classified in the following categories. 1) Feeder Routes: These routes which feed the railway station either from the residential complexes or Business Districts. 2) East-West Connectors:These are the routes, which run East/West, where railways have no role to play and connect the Western Suburb with the Eastern suburb. 3) Trunk Routes:
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These routes run South-North through the city and are almost parallel to the railways. 4) Bus Rapid Transit System routes: These route runs on Western, and Easter Express Highways, to provide faster services to the commuters The primary role of the BEST is to supplement Suburban Rails, which is the mass carrier. It is for this reason that BEST always gives priority for feeder routes and thereafter for East-West connectors where the railways have absolutely no direct role to play. The third priority is the long distance trunk route, which is an alternative to Suburban Railways, apart from being intercorridor link between Suburbs and City. The BEST always gets suggestions for introducing new routes. These suggestions are categorized into the above mentioned groups. While introducing new operation on any new road the following requirement are insured for maintaining the quality of services. (1) The road is municipalized. (2) The road is bus worthy and wide enough to allow the passage of two.
(3)
There are no overhead obstructions in the form of cables / tress branches.
(4) There are enough streetlights. (5) Traveling will be comfortable. (6) There is a good turning circle at the terminating point.
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At this stage it is necessary to state that when every commuter desires a direct connection, he should realize that it is not always possible to inter connect every point with a direct route. One change is absolutely inevitable in any city transport network. In spite of this the BEST tries to provide a direct connection wherever absolutely required but specific access to some areas is available with one changeover. For convenient changeovers, the Undertaking has introduced Bus Pass Scheme, and “Daily Travel As one like” passes. With these passes the commuter can easily changeover on parallel routes, and can enjoy multiple journeys.
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CHAPTER 5. SUPPLEMENTORY SERVICES OF BEST
Flow chart offers an excellent way to understand the different kind of supplementary services provided to the customers. Flower of Services has been greatly divided into eight petals of a flower. It broadly consists of:
Information Payment Billing Consultancy Core service Ordertaking
Exception Caretaking
Hospitality
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INFORMATION These are the following ways in which BEST Buses lend up the required information to the people: ? The main Bus Depot in Mumbai is at Wadala. Totally, there are 25 Bus Depots in all over Mumbai. So any information can be provided from these depots.
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The public relation officers (PRO) are appointed to communicate with the public. Any information can be asked to the public relation officers and BEST surely help people.
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There are also internet services provided. People can visit at www.bestundertaking.com. This site provides detail information such as bus schedules, bus routes, bus fares, concessions provided to old age or students etc.
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In addition, The Tata Indicom BEST route mobile service will provide extensive information to Tata Indicom customers. Also, the Reliance customers can receive the information through ‘R world’ .i.e. Reliance world. It acts as an internet in such cellular phones.
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GPS system is expected to launch in few years. This technology helps the customers to know where is the bus, which bus, what time is going to reach at the bus stop. This will help in lending proper information.
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CONSULTANCY In case of BEST Buses, there are as such no special consultancy firms. If a bus traveler has some doubt then the bus conductor helps in clearing those doubts. If a customer is new to some area then the bus conductor can help in suggesting where to get down i.e. which bus stop (especially when customer doesn’t know where exactly he has to get down). ORDER-TAKING Order taking refers to the procedure of order given by the customer to the industry for the required services. Following are the ways of order taking in BEST Buses: ? The most common method used for order taking is directly purchasing tickets. The customer can buy tickets directly from the conductor. There is no means of intermediaries. ? Students and old aged people can get concessions which are issued in the bus depots. This concession helps in getting fifty to seventy five percent discount of the total cost of tickets.
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?
Minimum amount for the minimum distance is Rs. 4/-. The rate keeps on increasing as the distance gap keeps on increasing. The BEST has reserved 3 seats for handicapped person, 2 seats for Senior Citizens and 6 seats for lady passengers in the Single Decker buses. In the Double Decker buses it has reserved 3 seats each for lady passengers and handicapped persons and 2 seats for Senior Citizens.
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HOSPITALITY Well hospitality in the case of BEST Buses is provided only through Bus drivers and Bus Conductors. These are the front line people or employees whom the customers meet. There are no such proper training programs conducted for this staff. There is some orientation programs specially conducted for them. It all depends upon person to person for their speech, their attitude, their behavior etc. There are some seats specially booked for ladies in Buses, and if in case any male sit on that seat with the female standing in the same bus, then that female has a full right to lodge a complaint, and the conductor will make sure that the female gets the seat.
SAFE-KEEPING In the case of BEST Buses – lost property, the conductor deposits the articles left in the bus inadvertently, by the passengers. The articles are then kept in the
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Centralized Lost Property Section at Wadala. In case the articles bear the name and address of the rightful owner, then intimation is sent informing that the article is stored in the lost property section. Articles are handed over to the rightful owners after proper identification and recovery of the relevant fees. In the case of space in Buses, A double-decker bus was more suitable than a single-decker one, for occupying no more road space than the latter and with only one driver; it carried one and a half times as many passengers. EXCEPTIONS These are certain kind of situations where it cannot be avoided. BUSES – there are some different kind of buses available. There are special buses which are kept in all depots which will use at emergency time. In the event of disruption of any kind and where it is necessary, BEST operates additional buses in the area of disruption. Timely actions are taken with the help of our communication system.
BILLING & PAYMENT This part refers to the financial aspect of the customer i.e. the customer is willing to pay the amount for the services provided. It also depends upon the kind of payment he makes. In this case, the BEST is not having various options. The customers are forced for the payment in cash only. The commuters have to give travelling fare to the conductor after which he will provide ticket. The BEST have introduced passes in order to help the commuters. There are daily, monthly and quarterly passes available to various
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commuters such as students, senior citizens, general people. There are daily bus pass scheme where the flat fare for one day isRs.40/-. The customer has to pay 40 Rs. to the conductor and he will provide the ticket which can use for one day only till 12.00 am. The BEST is using traditional way and adopting modern technology very slowly. BEST now started using modern technology in ticket collection by giving ticket machine to the conductors.
The machines are used by the conductors to provide tickets to the commuters. The right hand side of this picture is consisting of traditional way of ticket collection and left hand side is the modern machine which is used by the conductors from 1st January 2011. This shows that BEST is moving to use of modern technique to provide better services to the customers.
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CHAPTER 6. 8P’s of BEST
Like marketing mix service sector is also having 8p’s which can be applied to different service sector industries. How we apply it depends upon the type of industry in the service sector as well as the type of customer whom we are dealing with. Let us understand the 8p’s of the service sector. Service sector management includes 8p’s which are as under:
PRODUCT Product/service product refers to the main offering of the service provider to its customer. In the case of BEST transport facilities is the main offering of the BEST provided to commuters. This product can be divided into three parts. ? Core product/service ? Facilitating service ? Supporting/enhancing/value added service
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The three product levels in BEST are: ?
The core product of the bus industry is transportation of the people from one place to another. The facilitating service 1. Timeliness
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?
2. Safety of passengers 3. Brand name of provider 4. Proper ticket dispensation and checking 5. Proper planning of structure of bus for easy entry and exit. 6. Cleanliness
?
The value added service 1. Providing separate line to BEST bus on maximum number of route 2. Less waiting plan 3. Disaster management 4. 24 hour service on maximum route
?
The Augmented Product BEST as a service provider offer their customers a package of benefits involving delivery of not only the core product/service but also a variety of service related activities. This is a situation where augmented product comes into picture. It is also called as extended product or the product package. It includes the core product/service and the supplementary elements that add value to the core service. The augmented service in the case of BEST is as follows: 1. Reservation of ticket 2. Softer seats and air condition bus 3. Concessions for certain sector of society like freedom fighters, military men.
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4. Permanent Reserved seat for ladies, old people and handicapped people 5. Automatic ticket fare collection
AUGMENTED PRODUCT
CORE SERVICE FACILITATING SERVICE VALUE ADDED SERVICE
PRICE Price refers to how much the service provider charge for its service. It is a monetary value of product/service where buyer is ready to buy and service provider is ready to sell the service. The principle followed here is the same as manufacturing industry. The price may be ? Profit oriented ? Government controlled ? Competitive ? Customer oriented
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The pricing strategy for the service should be decided keeping in mind the following objectives. ? Price not only affects market position but also customer’s perception/thinking. ? The pricing strategy depends on the stage of product life cycle. ? The pricing depends on the brand name, customer segmentation etc. In the case of BEST price is government controlled. For tickets of BEST, the pricing model used is the cost oriented method, where all direct costs (drivers’ charges, conductors’ charges) and indirect charges (maintenance of busses, depreciation on busses etc) are added up with the profit margin to arrive at a price. The pricing of tickets of BEST are quiet flexible, BEST rise with any major rise in the cost of diesel or oil. BEST also have different price levels for the same service. Students below 12th standard, freedom fighters and military men are offered concessions in all BEST busses. Price of normally depends upon 1. Fixed cost It refers to the interest on capital, depreciation costs, registration and insurance expense, taxes to be paid, expenses on general upkeep of vehicles, administrative expenses 2. Semi fixed costs It refers to the salaries of drivers, cleaners, and conductor, miscellaneous expenses that vary with the running of the vehicles. 3. Variable cost
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This includes cost of fuel, oil, which are incurred when the vehicles are on the move and maintenance costs that are directly attractable to a particular journey. The variable costs are generally directly proportional to the distance moved. 4. Vehicle utilization Best would be interested in getting maximum mileage out of his vehicle. The best prefer to move it at the maximum possible and permissible speed so that transit time would be less and he can have a better utilization of bus 5. Government policy Apart from above cost government can issue legislation, frame guideline, issue directives regarding price.
PLACE The buses travel the required destinations as per the scheduled timetable. The buses are able to reach the remote areas. In the case of BEST it has a wide network of buses that help to transport the commuters from one place to another. The BEST try cover almost each place in the city. BEST has bus stop after every 500 –900metres. As BEST is public utility it is also operated in remote area in spite of loss on that particular route due fewer commuters. The aim of BEST is to provide service to each and every person city in spite of loss.
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PROMOTION In order to decrease pollution in Mumbai, government insists that people use public transport system. So BEST is now focusing on this issue to encourage more and more people to travel by its bus. Also the BEST is planning to increase the strength of CNG buses in its fleet. CNG is a clear burning fuel, with no black smoke and very low particulate emissions. Thus CNG engine is environmental friendly.
PHYSICAL EVIDENCE Physical Evidence is the environment in which the service is delivered with physical or tangible commodities and where the service provider and the customer interact. Physical evidence makes a huge impact on the customer. Physical evidence provides customers means of evaluating the service. Physical evidence refers to the appearance of buildings, landscaping, vehicles, interior furnishing, equipment, staff members, signs, printed materials, and other visible cues all provide tangible evidence of a firm’s service quality. In services with few tangible elements, such as insurance, advertising is often employed to create meaningful symbols. In the case of BEST the physical evidence will be the buses, driver and conductor, and all other tangible evidence. The Bus Stops and Bus Depots play a vital role in enhancing Physical Evidence of the Service. BEST are usually kept neat and clean. Again the flexes on the bus stops, which are put up for
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advertisements play a role. Now, more and more bus stops are having seating facilities or a rooftop. Again the interiors of the buses are kept simple and userfriendly; seats are in good conditions, which all add up to make the journey of the customer a happy journey. Buses are always clean. There is only one backdrop in case of BEST is that appearance of ticket is not good and it is very difficult to understand for commuter as it does not show place, date, time, etc. ticket just show the price. So there is great chance of cheating from both parties.
PROCESS Process refers to creating and delivering product elements to customers requires the design and implementation of effective processes that describe the method and sequence of actions in which service operating systems work. Badly designed processes are likely to annoy customers when the latter experience slows bureaucratic and ineffective service delivery. Similarly, poor processes make it difficult for frontline staff to do their jobs well, result in low productivity, and increase the likelihood of service failures. People generally get down from the front gate and board the bus from the rear gate. When the commuters get in from the rear gate and there is nobody else left to board, the conductor will send an alarm bell to the driver, which is audible. Driver will drive only when all the passengers who want to get down will do so, irrespective of the bell. And if all the passengers get down and the conductor hasn’t rung the bell he will not drive unless the bell is rung.
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PEOPLE Many services depend on direct, personal interaction between customers and a firm’s employees. The nature of these interactions strongly influences the customer’s perceptions of service quality. Customers will often judge the quality of the service BEST receive based on their assessment of the people providing that service. BEST may also make judgments about other customer’s BEST encounter. Successful service firms devote significant effort to recruiting, training, and motivating their personnel. Firms often seek to manage customer behavior, too.
In case bus transport, driver, conductor, cleaner, mechanical engineer, worker at depot are part of people mix. Driver and conductor have to be polite and commuter friendly. BEST are actually come into contact with people so BEST have take care of need of people for ex drive bus safely, allow passenger to board and get down safely, etc. on other hand cleaner, engineer, and worker of depot should also be accurate as condition of bus and safety of passenger depend upon them. PRODUCTIVITY AND QUALITY Christopher lovelock has suggested an important aspect called productivity which can be added as one of P’s of marketing. According to him productivity becomes important. These elements, often treated separately, should be treated
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strategically as interrelated. No service firm can afford to address either element in isolation. Productivity relates to how inputs are transformed into outputs that are valued by customers, whereas quality refers to the degree to which a service satisfies customers by meeting their needs, wants, and expectations. Improving productivity is essential to keep costs under control, but managers must beware of making inappropriate cuts in service levels that are resented by customers (and perhaps by employees, too).Service quality, as defined by customers, is essential for product differentiation and building customer loyalty. However, investing in quality improvement without understanding the tradeoff between incremental costs and incremental revenues may hurt profitability. Productivity and quality refers to how inputs are transformed into output and the degree to which the customer needs are satisfied. Fortunately, BEST undertaking managed to provide excellent service to its customers with its available resources. As BEST is carrying average of 4.5 million people per day.
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CHAPTER 7. PEST ANALYSIS OF BEST
PEST analysis stands for "Political, Economic, Social, and Technological analysis" and describes a framework of macro-environmental factors used in the environmental scanning component of strategic management. There is impact of political, economical, social and technological impact on BEST organization. Basically, the PEST analysis is important instrument to bring down the necessary factors that influence the working of the BEST. POLITICAL Political factors are how and to what degree a government intervenes in the economy. Specifically, political factors include areas such as tax policy,
labour law, environmental law, trade restrictions, tariffs,
and political stability. Political
factors may also include goods and services which the government wants to provide or be provided (merit goods) and those that the government does not want to be provided. The political situation of any city strongly influences any organization that wishes to flourish in the framework of the city spatially when the organization is run by the government. As the BEST undertaking is
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govern by the state-government. Naturally it has direct impact of political fluctuation and in the case of BEST also we can’t deny that it directly or indirectly run by politicians. The BEST undertaking is also affected strongly by the action and decisions taken by the men with authority. The government is instrumental in the passing of the various laws and acts, which govern the working of the organization and has a very strong bearing on the success of the organization. The clause of disallowing the use of old vehicles would have led to an increased demand for the heavy motor vehicles for BEST. Buses for BEST Undertakings The buses used by the BEST account for almost 90% of the bus sales in Mumbai. The budget of how many buses are to be ordered is dependent on state government. Secondly, it is also depends on some other political factor such as contact with the political leaders, corruption and bribery. If government is ready with the terms then only the company can move forward neither BEST have to find another way. If the government is hard pressed for funds the number of replacement units for buses ordered will be low. This will have a great influence in the demand and the profitability of companies in the manufacture of buses. Depreciation policy The government decides the amount of depreciation that can be charged on the use of buses. Since BEST normally purchase the buses, BEST rely heavily on the depreciation that can be provided for tax shelters since it helps
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show a lower net profit and higher notional expenses. The increase in depreciation rates therefore can help push the sales since it will spur more bus buying on account of the tax shelters received.
Infrastructure development The BEST undertaking has to pay tax for each buses run on the road. The government uses this money for the development of roads, maintenance etc.
ECONOMIC Economic factors include economic growth, interest rates, exchange rates and the inflation rate. These factors have major impacts on how businesses operate and make decisions. It is a known paradox that the economic condition really affects the economic condition. This is shown by the fact that all the industries in any economy are interconnected and an increase or decrease in the activity of any one organization has a direct or indirect bearing on the activity of the other industries. Trade cycles Trade cycles such as recession or prosperity have a direct impact on road transport services. When there is recession or slowdown in the economy and other industries such as travel and tourism, exports-imports, the level of economic activities are low as a result there is low demand for transportation services such as passenger transport. This has a direct impact on the
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operations and profitability of this organization. It is during this time that the transporters need to effectively manage demand and supply and market their services to retain their customers.
Pricing The fare prices for passenger transport is directly regulated by government in case of public transport like BEST and indirectly incase of private such as cargo or private bus contractors. In case of private transporters the government fixes the minimum and maximum limits for the prices. So it has a direct impact on the price mix of road transport. Fuel prices Earlier government regulated and directly controlled the prices of the fueldiesel and petrol- and thereby had a direct impact on the fuel prices which determined the cost. Thus the price offered by the road transporters was directly influenced by the government pricing policy. Due to this involvement private transporters were aloof from the fluctuations in International fuel prices as the prices were highly subsidized before supplying to the pumps. For e.g. recently there was a hike in the prices of fuels and accordingly the fares of BEST were increased by Re.1 on all the routes.
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SOCIAL Social factors include the cultural aspects and include health consciousness, population growth rate, age distribution, career attitudes and emphasis on safety. Trends in social factors affect the demand for a company's products and how that company operates.
Strikes/war/communal riots These incidents directly affect the service delivery process. This may result in low demand, loss of property and many cases injury to the people – customers and employees. Festival In case of festivals like Ganesh Chaturthi, Holi, Diwali etc the demand for road transport goes down and there can be damage to the vehicle. Holidays/vacations
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This is another time of the year when the road transporter can face low or high demand depending on the sector he is catering to. Even, some companies have purchase buses for picking up the employees and dropping them back home e.g. Larsen and Turbo Fiat, UTI etc.
A/C luxury buses In an honest effort to attract the private vehicle owners to BEST buses and thereby reduce the congestion to some extent on Mumbai city roads which affect the mobility of vehicles, BEST has introduced 51 air conditioned buses. These buses have luxury seats with soft fabric, carpeted flooring jackknife doors at entrance and exit, wide corridor for easy movement, etc. BEST have also started bus facilities from airport to the commuter’s place where the commuters can travel in luxurious BEST bus to their destination from airport to their home.
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Low floor buses BEST has received demands from various sections of the society who are working for the welfare of the physically handicapped, regarding need for introducing low floor buses in the city. In response to these demands and suggestions, BEST has launched the trial run of low floor buses provided by TELCO and Ashok Leyland. This trial is for 6 months. Special transport arrangements are made and extra buses under various Action Plans are operated during the year on various social/ religious occasions. The Undertakings also pays special attention to operate extra
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buses to clear the stranded passenger traffic on account of dislocation of Railways, heavy rains and similar such events. The Undertaking also operates extra buses on Saturdays, Sundays and Holidays to clear the excursion traffic at various picnic points. The undertaking has been endeavoring to ease the journey of lady passengers, particularly working women by introducing ladies First buses at various points where the ladies are given priority while boarding the bus at the starting point.
There are special buses started for ladies and disabled persons. Even students up to 12th standard get concessions on the fares known as student concession. The Undertaking has a well-equipped Training Center for the traffic staff and designed program to re-educate them on such relevant topics as fuel conservation, safety measures, behavior with the public etc. Training is also imparted in Refresher Courses to improve driving habits of the drivers under which officers check the habits of drivers constantly and as a result of which there is a great reduction in accidents. In the Refresher Courses, the stress is on an image revamp from a mere BEST employee to a concerned individual who cares for passenger comfort. The accident-prevention wing of the BEST has an accident prevention van with safety slogans and equipped with instructive audio-visual programs.
TECHNOLOGICAL
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Technological factors include technological aspects such as R&D activity, automation, technology incentives and the rate of technological change. BEST can determine barriers to entry, minimum efficient production level and influence outsourcing decisions. Furthermore, technological shifts can affect costs, quality, and lead to innovation. ? Age of the vehicle P.U.C. under the RTO regulations all vehicles over 15 years of age are to stop running on road, taking into consideration the environmental and pollution factors. The emission of gases from these vehicles is hazardous to the environment. However it has been noticed that the emission factors not only depends on the age but also the distance traveled by the buses and the maintenance of such vehicles over their life. This aspect is completely ignored by the RTO authorities. ? IT Just as integration of IT in all business activities, transportation sector has not been an exception to it. More and more logistical software are being used for jobs like keeping track of the vehicles on the move, organizing database of the customers, maintaining relations with the customers etc. ? CNG Natural Gas Bus
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There are many reasons why CNG gas buses are increasing in abundance and popularity in Mumbai because of environmental standards. CNG buses are used in Mumbai because of many reasons. Natural gas is very safe. Being lighter than air, in the event of an accident natural gas simply dissipates into the air, instead of forming a dangerous flammable pool on the ground like other liquid fuels. This also prevents the pollution of ground water in the event of a spill. Natural gas fuel storage tanks on current CNG buses are stronger and sturdier than gasoline tanks. Natural gas is also an economic alternative to gasoline and other transportation fuels. Traditionally, natural gas vehicles have been around 30 percent cheaper than gasoline vehicles to refuel, and in many cases the maintenance costs for CNG buses is lower than traditional gasoline vehicles.
? Articulated Single Deck Bus (Vestibule Bus) To achieve lower carbon emission and minimize global warming, there is need for articulated buses on the streets of Mumbai. The articulated buses are used mainly in Bus Rapid Transit System (BRTS) globally. It has been a huge success as it can transport more people at one time than the current buses on roads. So, this is the new option for the BEST. ? Automated Fare Collection System
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The BEST undertaking always believe in trying new technology to cope up with the modern trend. For this purpose BEST introduced new electronic ticket issuing machine. Bus conductors will issue tickets using the brand new Electronic Ticket Issuing Machine (ETIM). It is a three-in-one machine, lighter in weight which will help generate tickets electronically, validate monthly/quarterly passes (smartcards) as well as renew them on board.
Here, the PEST analysis is done. But in order to bring down the other important factor that affects the working of the BEST, it is compulsory to bring out the environmental and legal factors.
Environmental Environmental factors include ecological and environmental aspects such as weather, climate, and climate change, which may especially affect industries such as tourism, farming, and insurance. Furthermore, growing awareness of the potential impacts of climate change is affecting how companies operate and the products BEST offer, both creating new markets and diminishing or destroying existing ones. Most of the BEST buses use compressed natural gas
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(CNG). This compressed gas is stored in similar fashion to a car's gasoline tank, attached to the rear, top, or undercarriage of the vehicle in a tube shaped storage tank. A CNG tank can be filled in a similar manner, and in a similar amount of time, to a gasoline tank. The main reason for using it is to avoid pollution.
Legal Legal factors include discrimination law, consumer law, antitrust law, employment law, and health and safety law. These factors can affect how a company operates, its costs, and the demand for its service.
CHAPTER 8. SWOT ANALYSIS OF BEST
SWOT analysis is a strategic planning method used to evaluate the Strengths, Weaknesses, Opportunities, and Threats involved in a business
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venture. It involves specifying the objective of the business venture and identifying the internal and external factors that are favorable and unfavorable to achieve that objective. The objective of doing the SWOT analysis of BEST is to know the internal and external factors that affect the working of the organization. It is important to do SWOT analysis in order to know the strengths, weaknesses, opportunities, and threats of the organization. As BEST is one among the service providers in Mumbai city, SWOT analysis is an instrument to bring out the important facts about the organization. STRENGTH Public transportation in Mumbai is a crucial part of the solution to the city’s economic, energy, and environmental challenges - helping to bring a better quality of life. In increasing numbers, people are using public transportation and local communities are expanding public transit services. Every segment of society i.e. individuals, families, communities, and businesses it is useful. We can’t deny that BEST is one of the major service providers in Mumbai. BEST occupied second position as public transportation system in Mumbai. The BEST runs a total of 4,680 buses, ferrying 4.5 million passengers over 365 routes, and has a workforce strength of 38,000, which includes 22,000 bus drivers and conductors (this comes to an average of 11.2 employees per bus). This shows efficiency of BEST buses. Strength of BEST undertaking is as follows:
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1) Efficient and effective management system The management of BEST is very efficient and effective. This organization is managed to service for its inception. BEST organization is managed itself at almost top position from inception only. Newer management techniques, such as retrenching of excess staff and the closure of less patronized routes, have reduced the losses in recent years. BEST undertaking won awards also which shows the efficiency of this organization. The organization has received the following awards for safety and management ? The prize for the second best production achievement by an urban transport body in the country for the year 1982. ? The second prize for production achievement in Urban Transport during the year 1984.
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A memento for the Administrative Report and Statement of Accounts of the Undertaking for the year 1983–84 awarded by the selection committee nominated by the Institute of Chartered Accountants of India.
? The first place and the Best production achievement award in the category of urban transport for the year 1986–87. ? National Productivity Award for the year 1991–92. ? Award for the best passenger-safety record for the year 1994.
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? The award for the Best Passenger-Safety performance in Urban Transport in the whole country instituted by the Association of State Road Transport Undertaking (ASRTU) for the year 1995–96. ? International Road Safety Award for the year 2003.
1)
Wide network across city BEST buses runs on 365 different routes and it has total bus stop of approximately 5000. A person can easily travel anywhere in Mumbai and he can reach his destination which is near to him. The BEST undertaking has some routes which are as follows:
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Feeder Routes: These routes which feed the railway stations either from the residential complexes or Business Districts. East-West Connectors: These are the routes, which run East/West, where railways have no role to play and connect the Western Suburb with the Eastern suburb. Trunk Routes: These routes run South-North through the city and are almost parallel to the railways. BRTS Routes: These route runs on Western, and Easter Express Highways, to provide faster services to the commuters.
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1) Large number of employees working in the organization There are approximately 40,000 employees working in the organization out of which 22,000 are bus drivers and conductors. BEST organization gives employment to people. As it is operated by state government, it
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provides lot of benefit to employees such as ECS, pension, various incentives. As the BEST provides very good facilities to its employees, BEST are highly motivated and always forward to provide satisfactory service to the commuters.
2) Large number depots and fleets The entire operation of BEST is divided into 25 depots. The Depot Managers are heading each Depot. Each depots carries average of 186 buses and there are various other departments which do entire operations. There are various department in the deport are as follows ? Traffic control room ? Bus control room ? Traffic training center ? Ticket & cash department ? Accident & claims section ? Traffic planning section
1) Disaster Management In the event of disruption of rail services the BEST operates additional buses in the area of disruption. Timely actions are taken with the help of our communication system. In times of natural calamities or crisis,
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due to war or internal disturbance, public transport helps in quick movement of people. 2) Prevent environment BEST buses use CNG and diesel and keep environment clean to some extent. BEST keeps the atmosphere environment friendly. 3) Access to transportation to low income group As in Mumbai majority of population consist of low income group. It helps them to travel from one place to another place. BEST helps them to get their destination at low cost and helps them. 4) Goodwill BEST undertaking is second largest public transportation system in Mumbai which continues to provide services to its commuters without any failure. It has goodwill in the market and supposed well managed public transport system in Mumbai. 5) Expansion and diversification BEST undertaking is able to generate good name in the market and also brought good return. This enables the organization for its expansion and diversification. Now BEST is able to provide well managed service to its customers.
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WEAKNESS No organization can prevent itself from weaknesses. The problem is everywhere. The BEST undertaking is not escape from this. Though BEST is suppose to be the best in public transport in Mumbai and is having wide transportation network in city but there are lots of problems in the BEST undertaking. The weakness of BEST undertaking is as follows. 1. Migration is increasing Every day migrates are coming in Mumbai and settle down in Mumbai so the population is increasing. So the numbers of BEST buses are not enough to fulfill the need of transportation of everybody. And the rush is increase. 2. Traffic problems The main problems in operating in BEST Buses in Mumbai city is the traffic problems. Due to the increasing the rate of the using the private vehicles there is increasing in problems of traffic. And due to the traffic problems, sometimes the BEST buses are not able to provide the qualitative services to their customers. 3. Political pressure BEST undertaking is operated by state government. It cannot escape from political pressure. Being the government owned, BEST organization is facing lots of problems which include bribery and
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corruption. Every part of decision is being taken by the political leaders. 4. Poor infrastructure in Mumbai The infrastructure of Mumbai is not well developed. The roads are not proper to travel. The condition of the buses is also not up to the mark. The sits are not proper and the buses are dirty and the upper level people not prefer to travel by bus instead of this BEST prefer to go by autos and taxis which is loss for the BEST. Because of the poor infrastructural facilities in the buses, transport is not safer especially for the unhealthy, handicapped and senior citizens. 5. Time management The time management is not good in the BEST organization. The buses not run as per the time schedule and due to this delay public is suffering. The BEST buses always seem to be late and as there is large number of commuters waiting for the buses BEST jump on each other to catch the buses which resulting to heavy rush and traffic. 6. Unprofessional behavior of employees The behavior of BEST employees is not good. The employees of BEST not treat commuter as BEST deserved. There are so many cases where BEST employees abused people. There are too much of complaints are registered with the BEST undertaking. BEST undertaking made a special department to redress the complaint and solve this immediately to satisfy the customers. The organization made a site where
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commuters can launch the complaint and have the solutions. The details of complaint are registered at www.consumercomplaint.com . 7. Unavailability of resources The BEST organization is failed to provide proper service to its customers. The organization is fails to provide proper service to its commuters because of unavailability of resources. The BEST is having 365 routes in the city but BEST is fails to provide service in small areas. The BEST is facing problem of providing service to its customers due to following reasons. ? lack of availability of buses ? lack of employees ? traffic problems ? lack of availability of space ? financial problems
1. Usage of modern technology BEST is using tradition and outdated technology which leads to slow down the transaction. Thought usage of modern technology is increasing now days in the BEST organization but it is not too fast. To meet the demand of more number of people, BEST have to adopt modern technology and BEST have to use modern techniques to provide better services to its customers.
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OPPORTUNITY The scope of public transport is wider than the private transport. Due to more government’s pressure of not using private and using public transport is increasing in Mumbai. Though the number of private vehicle is continues to increase at faster rate but still no one can deny that in future most of people have to use public transport due to many issues. The opportunity for the BEST buses is definitely going to increase in the future. There will be following opportunity for the BEST. 1. More number of employees As in future more number of people will use public transport more number of personnel will required to do the work. As of now, approximately 38,000 of employees work in the organization but in future to meet the demand more number of employees is required.
2. More number of buses As due to increasing number of commuters using BEST buses more buses is required in future. BEST is already observed that more numbers of buses is required and it is not possible for them to produce that amount of buses and BEST is decided not to produce the bus instead of this hiring the buses from outside is most cost effective. From 2005 only, the BEST is hiring the buses from
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private enterprises. The buses are same in feature and looks like same as the traditional buses. In November 2011, the BEST organization is going to run 700 more buses. 3. More public private partnership is required Partnership between BEST undertaking and private enterprise is not new concept and the partnership between both parties carried from 1990 only. The private company named as Ashok Leyland is manufacturing buses for BEST. Recently 761 diesel BSII buses of BEST have been converted to CNG BSIII buses in a record time of 10 months with the help of Ashok Leyland. The BEST undertaking is increasing partnerships with private companies. 4. More number of commuters The BEST undertaking is definitely going to face more number of commuters in future. As of now, approximately 4.5 millions of people are using BEST as their mode of transport and in future it is definitely going to increase.
THREAT There are various threats which are definitely harmful for the BEST. These threats will lead to harm to the BEST undertaking. The threats are as follows.
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1. Increasing population in Mumbai One of the major threats that BEST is facing now a days is large number of people migrating in the city. Migration to Mumbai has always remained a matter of serious concern to BEST and also to other people. The migration has now became serious issue for the BEST but this problem started from earlier only for instance in 2001, the migration was 5.2 million people. 2. Poor road infrastructure in Mumbai The road infrastructure of roads in the Mumbai is very poor which needs to be cured in order to stop the break down in the BEST. The road’s condition is very bad especially in monsoon season the conditions is very bad and due to this people are suffering. 3. More number of private vehicle Now a day, due to high income of the people and wants of all comfort in the life the number of private owned vehicle is increasing. Most people prefer private mode of transport instead of
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public.
4. Heavy rush on the road As with increasing of private vehicle the roads are not free and there is heavy traffic all the time. Heavy traffic creates problem for BEST bus because more number of commuters will prefer to choose another option i.e. local train which is faster, cheaper and most importantly people will stuck in the traffic. One of the reasons of heavy traffic on the road is total 1.53 millions of vehicle runs on the
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road daily. So, definitely it creates problem for BEST to run their own vehicle on the road.
5. Increasing price of diesel and CNG The price of diesel and CNG which BEST uses in its 4700 vehicle is increasing at higher rate. This is definitely going to affect the net profit of the business. There is assumption that in future the rate will increase at faster rate. This is one of the threats to BEST undertaking. 6. Terror attacks There have been fourteen terror attacks on Mumbai's public transportation out of two have been done in the BEST buses. Due to terror attacks in the BEST buses the undertaking took necessary steps in order to stop this. For instance, BEST installed CCTVs in
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the buses so that it can monitor each and every step of people. BEST installed an audio-visual surveillance system on each of its buses to monitor suspicious behavior aboard its vehicles. Almost all buses have two LCD TV's per bus. BEST Buses are most maintained buses. Because of terror attacks BEST undertaking forced to take various precautions in order to stop terror attacks.
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CHAPTER 9. CASE STUDY ON PROBLEMS OF BEST & VARIOUS SOLUTIONS
BEST undertaking is well established in the role of public transport and serving the society from last century. Daily nearly about 4.5 million commuters travel in the BEST buses but BEST are facing numbers of problems. The BEST’s problems can be catagorised in various factors i.e. political problems, economical problems, social problems. The biggest problem is relating to finance. The transportation body is facing the deficit of 312 crores. BEST took loan from various financial institutions but not in position to pay the loan. Recently, the BEST took the loan of 400 crores from World Bank in June 2010 for purchasing 1000 buses. BEST is facing following problems:-
1. Poor infrastructure The condition of the buses is also not up to the mark. The sits are not proper and the buses are dirty and the upper level people not prefer to travel by bus instead of this BEST prefer to go by autos and taxis which is loss for the
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BEST. Because of the poor infrastructural facilities in the buses, transport is not safer especially for the unhealthy, handicapped and senior citizens. Also the conditions of roads are not proper which create problems for vehicle. In monsoon season it becomes more dangerous because of which break down in buses occurs. 2. Traffic problems The main problem in operating BEST Buses in Mumbai is traffic problems. Increasing private vehicle create traffic problems. The size of road is same and vehicles are increasing daily basis which create problems for commuters. The BMC surveying team found that on an average the junctions see three buses per100 four-wheelers. The bus count, however, slightly improves during peak hours, when it is four buses per 100 four-wheelers. Also basic transportation and communication statistics compiled by the Mumbai Metropolitan Region Development Authority (MMRDA) show that the number of private cars has increased by over 12 lakh and it is increasing rapidly. 3. Usage of modern technology BEST uses traditional and outdated technology to provide service to commuters. Thought usage of modern technology is increasing now days in the BEST organization but it is not too fast. To meet the demand of more number of people, BEST have to adopt modern technology and BEST have to use modern techniques to provide better services to its customers. 4. Time management
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The time management is not good in the BEST organization. The bus not run as per the time schedule and due to this delay public suffers. The BEST buses always seem to be late and as there is large number of commuters waiting for the buses BEST jump on each other to catch the buses which resulting to heavy rush. There are 365 different routes on which BEST travel but it is not easy to be able to reach as per the schedule. One of the major reasons for this is traffic problems. 5. Migration is increasing Every day migrates are coming in Mumbai and settle down in Mumbai so the population is increasing. So the numbers of BEST buses are not enough to fulfill the need of transportation of everybody. And the rush is increase. The demand is increasing but at same time supply of service is normal. This result in dissatisfaction for commuters and motivate them for other option. In this way BEST loose their customers. 6. Political pressure BEST undertaking is operated by state government. It cannot escape from political pressure. Being the government owned, BEST organization is facing lots of problems which include bribery and corruption. Every part of decision is being taken by the political leaders. For any small changes, the BEST management is required to approach to the government. The government procedure is very slow that for a common decision precious time of one or
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two months is wasted. Every common decision is influenced by political factor.
7. Unprofessional behavior of employees
?
The behavior of BEST employees is not good. There are so many cases where BEST employees misbehave with people. At least four to five complaints of bus conductors and drivers misbehaving with women and young girls are reported every month.
?
The bid to check reckless driving in the early hours has revealed that around 7,200 of the 36,000 violators booked during the campaign were BEST bus drivers. Common violations included jumping signals, cutting lanes and illegal parking.
?
Data procured under the Right to Information (RTI) shows that the number of accidents involving BEST buses that ended in fatalities rose in 2008-09 there were 40 accidents involving fatalities, but in the next year 2009-2010, BEST met with 42 accidents.
There are too much of complaints are registered with the BEST undertaking. BEST undertaking made a special department to redress the complaint and solve this immediately to satisfy the customers. The organization made a site where commuters can redress their complaints. The following are the websites maintained by the BEST to communicate with commuters and allow them to launch complaint.
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? ? ? ? ? ?
www.mercindia.org.in www.cgrfbest.org.in www.consumerhelpline.in www.mercombudsman.org.in www.ashvinauctioneers.com www.cercind.gov.in
1. BEST union strikes Strike by the BEST employees is very common and frequently they are engaged in such activities. The employees of BEST went on strike on 18th august 2011. They wanted their salary to be increased. They left the bus service crippled with just 1,063 buses from the fleet of 4,700 buses. Nearly 20,000 BEST employees, including drivers and conductors, went on a strike. The strike turned violent when striking employees allegedly attacked 231 of the buses that were out on the roads. About 86 per cent drivers and 83 per cent conductors went on a day-long strike. BEST incurred losses of about Rs 2.5 crore. Glasses of 231 buses were damaged in stone-pelting, leading to an additional loss of Rs 2.27 lakh. The undertaking is expected to suffer a financial loss of more than Rs2.5 crore and another Rs2.27 lakh for damages to buses.
SOLUTIONS FOR THE PROBLEMS OF BEST
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According to the BEST management, the finance is one of major problem BEST is facing. But in real it is not purely true that BEST is suffering from financial crises. Though the BEST is a government-owned company, it does not receive any financial assistance from the state government. The BEST, being a public utility company, cannot increase electricity and bus fares to maximize its profits. An increase, when affected, is usually carried out to curb losses due to inflation. BMC approval is needed before such an increase goes into effect. This takes lot of time and is very lengthy process as the decisions are taken by many authorities. Daily earnings from its transport system are Rs. 2 crore. It collects Rs. 70 lakh worth of five rupee coins daily, Rs. 48 lakh worth of ten and twenty rupee notes, and Rs. 60 lakh worth of fifty rupee notes, through its fare collection system. BEST also earns revenues by way of advertisements on its buses and bus-stops, and through rent from offices on owned properties. The solution for this problem can be as follows. 1. Serving better to the society in order to generate profit The BEST should always try to serve the society in such a way that it can attract number of commuters and able to generate more amount of profit to overcome the financial problem. 2. Serve to the employees
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The BEST management must take necessary steps to avoid inconvenience to the BEST workers. The motivated worker serves better to the organization. BEST should provided benefits which are as follows. ? Good salary package ? Salary on time ? Medical facilities ? Regular health check up ? Housing facility ? Pension, ECS etc 1. Loan from financial institution The BEST management is having option of demanding for loan from any financial institution. But, BEST already took the loans from various financial institutions. Name of financial institution World Bank Canara Bank Short term loan from other financial institution Public loan APDRP loan (Accelerated power development and reform programme) DPDC (Dhaka power distribution company) Loan amount(amt in crores) 88.86 175 1171.25 2.00 37.99 1.92
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The above table show the loan which was taken from the various financial institutions by the BEST. So, taking loan from any financial institution is an option.
2. Mutual understanding between union and management The BEST management and union both are together responsible for the peaceful, harmony, ethical, mutual understanding between both of them. There should be proper co-ordination between both the parties and BEST should avoid conflicts. If conflicts arise then also both the parties should be able to solve the problem. Because in the end, both the parties going to suffer the loss. The decision is going to hurt either public who is not involved anyway or the BEST itself. 3. Help from state government The financial problem of the organization can be solved if the BEST management takes this problem seriously. The management can approach government for the help. At least government can cut down the taxes and provide them financial rate at low interest. Recently the BEST management requested for cutting down the passenger tax that BEST had to pay. Here the organization pays the tax of 0.25 paisa tax to the government which was collected by each commuter on single ticket as ADHIBHAR. In order to maximize the profit BEST wanted to add that tax in the profit. But that request got rejected by the state government.
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So, above are the possible solutions that BEST can adopt in order to overcome the problems BEST is facing.
CHAPTER 10. INTERVIEW WITH DEPUTY PRO OF BEST
MRS. SUMITRA SAMANT, DEPUTY PRO officer,
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Public Relations Dept., 3rd floor, Electric House, BEST Marg, Colaba, MUMBAI – 400 001 Tel.No.22799396/22841255
The interviewee here is MRS. Sumitra Samant who is DEPUTY PRO officer in culaba branch and she is responsible for public meetings. She is a graduate and working with this organization from last 15 years. She is very knowledgeable person and best suitable for this job. She answered all the question, provided necessary data and helped me in the case study. The following are the question which I asked at the time of interview. This interview is mainly based on the problems of BEST in providing the service and what steps they are taking to tackle the problems.
1.
What kind of service BEST provides?
The service provided by us is divided into two main parts. A. Electricity B. Public transport In the public transport various services are provided which include feeder routes which feed the railway stations either from the residential complexes
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or business districts, east-west connector, trunk routes which runs SouthNorth through the city and are almost parallel to the railways, and BRTS (Bus Rapid Transit System) which runs on Western, and Easter Express Highways, to provide faster services to the commuters. 1. What are the sources of finance in the organization? The sources of finance is generally the income or profit eared by the organization is used. But as the BEST undertaking is facing financial crises from last few years the condition made in such a way that we didn’t had any other option but taking the loans from outside. The BEST undertaking took the loans from various financial institutes, public loans, loans from MMRDA (Mumbai metropolitan regional development authority) and most parts of loan amount is taken by the World Bank. The total loan amount which is pending till date is 1478.60 crores. 2. According to you, who is BEST’s biggest competitor, railway or any other modes of public transport? BEST undertaking is not competing with any other public transport because it is only one kind of service provider in Mumbai. The service provided by BEST is totally different from the railway’s service. BEST service is comparatively good as compare to any other modes of transport and it
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doesn’t have much limitation like other service providers have. Railways have limitation that the person can travel only to railway stations only. BEST service provides public transport in every part of the city which railways not provide.
3.
What modern technology BEST uses to provide the service to commuters? (like new ticket machines)
The BEST undertaking started providing services to its commuters with use of modern technology and techniques with the partnership of private companies as the organization is continuously facing financial problem and though it is government owned organization still BEST finds that it don’t have support of the government. BEST engaged with the private companies for the renovation of buses with more advanced features and technology. The private companies install seats, handles and various machines in the buses for which BEST organization don’t have to pay anything because in return the BEST organization allow companies to advertise in the seats, handle and provide their employees travelling facilities from their resident to the office. For the depots also, BEST got lots of tie ups with private companies which install modern machines in the depots. BEST finds services started for the convenience of public but the PCO’s and drop boxes are misused and people who travel in the buses provides harm to the seats, handles, stole the money from PCO’s and drop boxes. People who travel in the bus and use the service, provides harm to CCTV cameras
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because of this reasons some of the equipments are took back but it is not done in all the areas. 4. What kind of procedure BEST follows for maintenance of the buses? There is maintenance department in all the depots where maintenance work is being done. Usually the maintenance work is done at the interval of week. Every week the maintaining employees inspect the buses and clean the buses. There are modern machines which clean the buses and other machine to inspect major problems. ? Why there is too much of breakdown in monsoon season? The main reason of breakdown of buses is the road infrastructure in Mumbai. The roads are not of very good quality and in the monsoon there is water lock on the road due to which water reaches in the machines of buses and lead to breakdown in that season. At what interval buses are examined?
?
The buses are examined at interval of a week by the maintenance department. What BEST does with the old and unproductive machines and buses?
?
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The old and unproductive buses and machines are sent to scrap section from their decision are taken to recycle it or to dump it. Some of the parts sold for the recycling for iron or aluminum.
5.
Why the advertising rights are with bright outdoor? (is profit volume make differences)
Yes, the advertising right is with Bright outdoor. The profit volume is one of the reasons in this case. As financially back word the BEST can’t establish new department of advertisement which will be too costly. Secondly, if BEST outsourced advertisement right to Bright outdoor, BEST don’t have to do anything and BEST will get the amount of profit. The companies, who advertise in the buses BEST give seats, handle to BEST at no cost. The BEST is enjoying the benefit of profit and it at no cost. Because of this reason it is so.
6.
What facilities BEST provide to BEST provide to employees?
The employees in the BEST organization are enjoying their work because lot of facilities are provided to the employees are BEST are the government employee after their retirement also BEST get pension. The employees in the
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organization are provided good salary at right interval, pensions, free travel in the bus, medical facilities, eye camp, Medical checkup, housing facility, providing free uniforms etc.
?
What kind of training BEST provides to employees?
There is special training given to each level of employees. The training period differs from each job. The training period for conductors and drivers is 2 months. BEST provided on job training (OJT) and after 2 month’s training tests are taken. If the person clear the exam then only he selected neither he sends for 1 months training again.
?
Do BEST employ people on hire basis?
No, we don’t employ person in hire basis but on daily wage basis. Here, the person who selected for the job after examination has to do the job on daily wage basis for the 1 year. After period of one year the person is selected as permanent employee. ? Why there is shortage of bus drivers? Yes, now a day’s BEST is facing shortage of bus drivers thought the recruitment process is continuously going on. Basically, the problem is the people who come for the driver’s job he must have heavy vehicle license and must be aware of the road conditions, behavior of people and other important things. The bus drivers have to pass the exams which are taken and it is not at all easy. Because of this reasons, there is shortage of bus drivers. 7. At what interval buses run on the road?
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The interval of buses is decided depending on the need of the commuters. During peak hours like morning 8.00 to 11.00, evening 5.00 to 9.00 the interval of buses is quick and at short interval buses runs on the road.
8.
What strategy BEST adopt in peak hours when there is rush in the buses?
The interval of buses on the road is more and whatever routes there is no rush those route’s bus joint the bus in rush area.
9.
At what basis BEST decide the fare?
The fare is being decided by the state government. The fare is decided on the basis of cost of providing service and ratio of profit which is very small.
10.
How BEST select new routes? What are the procedures for this?
The new routes are selected by the personnel in our organization. For this particular survey is done. first we decide the particular route when new complex arises then survey is done to find out the types of people stayingmiddle income, high income according to that the type of service is decided Air- condition, LTD, etc .After that checking is done street light availability, passenger survey, point of destination, running time potential passengers. According to that service and bus stop is decided and bus is put in service.
11.
From where BEST get the CNG and diesel?
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For refilling of CNG gases and diesel the organization has its own fuel stations from where the buses are filled with fuel. There is total 6 fuel station which is located at 6 depots. The depots which have fuel station are: Anik depot, Wadala depot, Oshiwara depot, Culaba depot, Deonar depot, and Worli depot.
12.
Do BEST provide accidental benefit to the commuters? Do BEST provide compensation to the victim?
Yes, BEST provides accidental benefits to the commuters but only if there is BEST’s mistake and that too the victim has to provide police NOC letter declaring fact that accident is done by the BEST then victim is eligible for compensation which can be in form of medical facilities, cash or other benefits.
13.
Do you think there is need of more buses, personnel, depots to meet the increasing public demand?
Of course, there is need of more buses, employees, depots but our hands are closed. We can’t do everything in this case. For this more funds are required but as BEST are facing financial problems. BEST is not getting financial support from government and other kind of subsidies instead of this the BEST is forced to paid taxes. Apart from this, even if roads are not available and most part of road is filled by private vehicle.
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But still BEST is trying to provide more service to the people by introducing more number of buses. With the help of World Bank of 400 crores, BEST is going to purchase 1000 new buses in short period.
14.According to you, what are the major problems you are facing and what can be solution for this? The major problem that BEST undertaking is continuously facing is financial problem. This is the major problem and in order to get out of it we need financial support from government, financial institutions and from public. Other problems are migration of people from outside to Mumbai which is now a day’s problem for almost all areas. Increasing number of private vehicle is another problem for BEST. Most of the part of road is filled by the private vehicle which didn’t allow BEST buses to transport very fast. It takes lot of time and as well as it expensive also.
The government is required to motivate people to use public transport instead of private transport.
15.
What is your future planning? What new project you have? From where BEST get the financial help?
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The future planning of BEST is to increase the number of fleets, buses depots in order to provide good service to the commuters. As a part of new project, BEST is concentrating on increasing the number of buses from 4680 to 5500 till end of 2012 and to increase the numbers of employees in the organisation. The BEST is constructing new depot in Malad near to Infinite mall. In marve also the construction of depot is going on in order to re-start the ferry services. The financial help BEST undertaking is getting from World Bank, Citi Bank, and Bank of India. 16.Is best undertaking is listed in stock exchange? No, BEST undertaking is not listed in the stock exchange but BEST is planning to do that in coming days in order to approach public for funds.
CHAPTER 11. INTERVIEW WITH PEOPLE
Questionnaires with Public
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Name Contact E-mail
: _____________________Qualification : _________ locality : __________ : :
Profession : __________________
1. Do you use BEST as your mode of transport? Yes No
2. Why you use BEST? Bus stop near to your destination Huge rush in train Low cost of fare Don’t have any other option
3. Which transport in Mumbai provides better services? BEST TRAINS OTHERS
4. Are you satisfied with the service of BEST bus?
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Yes No 5. Are you satisfied with frequency of buses? Yes No 6. How is the behavior of the best staff? Satisfactory Average Poor
7. How is the condition of the bus? Good Average Poor 8. Additional services required?
9. According to you, what are the major problems with the best and what is your recommendation?
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___________________________________________________________ _ ___________________________________________________________ _
ANSWER OF INTERVIEW WITH PUBLIC Why interviewing the public This project is about public transportation in Mumbai, which by name only relates to the public. In order to get the real data about the BEST, interviewing public or doing survey is one of the best ways. By doing so, the
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response of public about the BEST’s service can be used more effectively. People provide the primary data which make this project more effective, because public only uses the BEST so they have better ideas about the service of BEST. 1. Do you use BEST as your mode of transport?
At the initial stage of the interview this question has been asked to different people from different locations to the different age groups. Age group between 20-40 years who go for the job or businesses, mostly uses the BEST’s service. Then comes, students and the senior citizens occupies last position in using the service. Out of 30 individual 11 people uses BEST as their mode of transport, 14 people uses local train and rest 6 people uses other modes such as auto rickshaw, taxi etc. 2. Why you use BEST?
Mostly, people uses BEST as their mode of transport because it’s most convenient and for most people its ultimate mode of transport. Out of 30 people 9 uses BEST because they can easily get to their destination while
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other 6 people uses because of low cost, other 6 people uses because they don’t have any other choice because the railway stations are too far away from their residence and other 3 people uses because they find huge rush in train. These people are senior citizen.
3. Which transport in Mumbai provides better services?
Out of 30, 10 people uses both BEST as well as local train find local train more efficient mode of transport as compare to BEST in terms of speed, availability and capacity. 15 people find local train, 9 people find BEST, and 6 people find other mode of public transport as better service provider.
4. Are you satisfied with the service of BEST bus?
This question has been asked to the people who uses BEST as their mode of transport. Out of 30, 12 people answered they are satisfied other 18 people answered they are not satisfied because of following reasons. ? Traffic problems ? High fare as compare to train ? Condition of buses
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? Low frequency of buses 1. Are you satisfied with frequency of buses?
Out of 30 commuters, 9 were satisfied with the frequency of buses but rest 21 people were unsatisfied. The heavy rush during peak hours is one of the reasons because in peak hours, buses are fully loaded and commuters hardly able to get in the buses. The most common answer by the interviewed people for this question is “BEST are not able to provide increased level of service with increased population.”
2. How is the behavior of staff?
This question is prepared on the basis of the quotation by Christopher lovelock i.e. the nature of encounter is depends upon the existence of involvement of employees. If the employees are doing their job sincerely and with the prescribed order, the customer is definitely enjoy service. Only 6 people out of 30 answered they are satisfied, rest 12 answered the behavior is average and poor.
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Unprofessional behavior of the BEST employees is one of the most common answer. 3. How is the condition of BEST buses?
Out of 30 people, 15 said conditions of buses are very poor. Other 12 answered conditions of buses are average and only 3 said it is good. The reasons that condition buses are bad because of following reasons. ? Buses are old and not maintained properly ? Generally, buses are loaded fully (above its carrying capacity) which lead to breakdown ? Employees are not trained properly to use the machine or employees are too careless Additional service required? Most of the people recommended that following should be taken into consideration which is as follows. ? The frequency of the buses should increase ? More numbers of buses should be introduced ? The price should be reasonable ? The behavior of the staff should be polite with the customers ? Should introduce new routes
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1. According to you, what are the major problems with the best and what is your recommendation? Most of the people were agreed with each other that the major problem the BEST organization is facing is financial problem. The solution for this is to get support from government and getting the loan from financial institutions.
Result of the interview with public After conducting the interview with people, the result indicates that some public really appreciates the service of BEST while others are not. Everyone has their own reasons why they do so. Most of the people to whom I interviewed, I got negative response about the service quality of the BEST undertaking. According to the interviewed people (who use BEST) are not satisfied with the service and not comfortable to travel in the BEST. Most of the people get bus near to their destination which allows them convenience to travel in the buses rather than trains. The price of BEST is cheaper than any other mode except local train. According to interviewed people who are not satisfied with the service of BEST because of following reasons: ? Frequency of the buses
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? ? ?
Poor infrastructure and ambiance of buses Poor management and staff work and behavior Too much break down of the buses
? Not increasing the fleets ? Not introducing new routes
CHAPTER 12. CONCLUSION
Out of total population of Mumbai i.e. 1, 24, 78,447, 48, 00,000 people use BEST as their mode of transport which comes to 38.466%. People uses BEST as their mode of transport to reach out there destinations in all over the Mumbai the student who go to the college, the employees goes for the job and other ordinary people who travel to get their destinations. During peak hours starting from morning 8.00 to 11.00 and evening from 5.00 to 9.00 there is huge rush in the buses as many passengers prefer to travel by the bus instead of any other mode of transport and in fact, those who uses local train as their mode of transport BEST have to be on road and use any other mode to get to their final destination. For all of them, BEST is one of the best modes of transport.
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BEST started serving the commuters since 1905, and so far this organization is keep on expanding and diversifying from inception period only. As scheduled, Mumbai saw its first bus run on 15th July 1926. It was between Afghan Church and Crawford Market. Now, BEST expanded its service in all over the Mumbai and in Mira road, Bhaindar side.
WHY BEST DESERVES TO BE BEST The BEST really deserves the position of the best service provider as public transporter in the Mumbai city. There are many reasons for which BEST must be awarded. ? Bus service throughout the city
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More than 400 routes with 4700 fleets
? 25 depots with workforce of more then 38,000
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Commuting more than 4.5 millions of people on daily basis almost 70% of local train
WHAT PROBLEMS BEST IS FACING ? Increasing demand of more fleets, routes and depots from increasing commuters ? Less availability of resources i.e. financial, technical, manpower etc.
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Increasing numbers of private vehicles on the road which create traffic problems
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? Increasing fuel and CNG rates ? Not meeting the requirement of qualified manpower i.e. conductors and drivers ? Lack of usage of advanced and modern technology
After doing this project I came to know the quality of service provided by the BEST to its customers. BEST stands at second position to provide public transport service in Mumbai. BEST management is not only vast but also complicated management. Still it managed very well than any big organization. However, sometimes BEST have to face some of problems like traffic problems, migration, population problems. Due to this BEST sometimes not able to give quick and on time services to their customer to overcome this hurdles BEST adopt total quality management in their duly operation BEST introduces services personnel, technology, and also BEST introduced new facilities. BEST are continuous improving in their services and come out with qualitative facilities for their customer.
Recommendation No one can deny that BEST provides a qualitative service to its commuters but the level of service can always be improved. The service encounter can be improved with the level of involvement of the BEST and manpower of the BEST. The level of service can be provided with increasing the numbers of buses, routes, manpower and depots. As BEST is facing financial crises in
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these days but it can be sorted out with little help of government and financial institutions. BEST also can tries to outsource some of the work to outside, hire more qualified and educated employees to do the work as smoothly as possible.
CHAPTER 13. BIBLIOGRAPHY
BOOK
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The “BEST story” by Prof. M.V. Rajadhayaksha in 2005
NEWS PAPERS Name of the news paper DNA Article on Mumbai braves a horrible BEST Western strike DNA Soon, GPS in Mumbai buses will alert you about next stop Mumbai mirror BEST CNG buses fails Wednesday, Jul 27,
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Published date Thursday, Aug 18, 2011 Monday, Jan 10, 2011
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to cope up with monsoon Mumbai mirror Robbers loot commuters on BEST Times of India Times of India buses BEST at its worth in Mumbai Public transport too slow for city growth
2011 Thursday Jun 2, 2011
Friday, Aug 5, 2011 Wednesday, Dec 14, 2011,
WEB SITES
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http://www.bestundertaking.com/organization_setup.asphttp://en.wikipedia.org/wiki/Public_transport_in_Mumbaihttp://www.macalester.edu/courses/geog61/espencer/transportation .htmlhttp://www.triz-journal.com/archives/2008/06/06/
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doc_375327630.docx
this project is about public transport with the case study of BEST
A PROJECT ON PUBLIC TRANSPORT IN MUMBAI: BEST SUBMITTED TO UNIVERSITY OF MUMBAI In the partial fulfillment of BMS BY SANJEEV PANDEY PROJECT GUIDE Prof. A. V. MANDKE
BACHELOR OF MANAGEMENT STUDIES SEMESTER V (2011-12) THROUGH MARWARI VIDYALAYA SANCHALIT SMT. K.G.M. COLLEGE OF ARTS & COMMERCE Malad (west), Mumbai - 400064.
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DECLARATION
I SANJEEV PANDEY, a Students Of Class T.Y.BMS Semester V Academic Year 2011-2012 Studying in SMT. K.G.M. COLLEGE OF COMMERCE hereby declare that the work done on the project entitled reference used in the project is duly acknowledged. PUBLIC TRANSPORT IN MUMBAI: BEST is the true and original and any
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SANJ EEV PANDEY STUDENT
Date: _____________
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GUIDE CERTIFICATE
I Prof. A. V. MANDKE, hereby certify that SANJEEV PANDEY studying in Class T.Y.BMS Semester V, Academic Year 2011-2012 Studying in SMT. K.G.MITTAL COLLEGE OF ARTS & COMMERCE has completed project entitled PUBLIC TRANSPORT IN MUMBAI: BEST under my guidance. To the best of my knowledge information submitted in the project is original, authentic and any references used in the project are duly acknowledged.
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Prof. A. V. MANDKE PROJ ECT GUIDE
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PROF. LEENA GADKARI BMS CO-ORDINATER
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Dr. J OHN D'MELLO COLLEGE PRINCIPAL
Date: ____________
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CERTIFICATE
This is to certify that Mr. SANJEEV PANDEY, the student of T.Y.B.M.S (Semester-V), has successfully completed project on “PUBLIC TRANSPORT IN MUMBAI: BEST” in the academic year 2011-2012 under the guidance of “Prof. A.V. MANDKE”.
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Prof. A. V. MANDKE PROJ ECT GUIDE
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PROF. LEENA GADKARI BMS CO-ORDINATER
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Dr. J OHN D'MELLO COLLEGE PRINCIPAL
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EXTERNAL EXAMINER
Date: _____________
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ACKNOWLEDGEMENT I have taken efforts to make this project as qualitative as possible. However, it would not have been possible without the kind support and help of many individuals. I would like to extend my regards to all of them. I record hereby my special thanks & gratitude to my Project Guide Prof. A. V. MANDKE, for his unflagging encouragement & affectionate guidance in the completion of my project, without him this would not have been possible. I would like to thank our BMS Coordinator Prof. LEENA GADKARI, for her unconditional support & valuable guidance. I would also like to thank to all other faculty members of the BMS section who helped me in completing the project and supporting me in spite of all inconveniences and problems arising from time to time to complete the project. I’m thankful to MRS. SUMITRA SAMANT a BEST DEPUTY PRO officer who answered my all questions and guided me to bring out the real scenario of present situation of BEST. I would also like to thank my family and friends for their support as this project could not be completed without their support and encouragement. I am very much thankful to them.
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SANJ EEV PANDEY STUDENT
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Date: __________
EXECUTIVE SUMMARY
The BEST buses are one of the most efficient modes of public transport, reliable for shorter as well as long distances in Mumbai. However it may take more time compared to local train for long distances due to road traffic. Buses are the most popular means of transport in Mumbai. A major chunk of the population travels by bus. It has a monopoly in bus transport services within Mumbai. Their importance is next to the famed Local Electric Train in keeping Mumbai alive. BEST buses cover the entire Mumbai including the suburbs and beyond. As the BEST undertaking is a service provider in public transport, in this project various analyses has been done such as SWOT analysis, PEST analysis, 8 P’s, core & supplementary services offered by the BEST to bring out the necessary data which enable to make the service of BEST as qualitative as it possible. This project aims to bring out the importance of the public transport and also what kinds of problems the BEST is facing as a service provider and what
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can be the best alternate solutions which can be applied to solve problem in most suitable way.
Chapter scheme
Chapter No. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11 12. 13.
Chapter Introduction to public transport Benefits & limitation of using public transport Different modes of public transport in Mumbai Introduction To BEST Supplementary services of BEST 8P’s of BEST PEST analysis of BEST SWOT analysis of BEST Case study on problems of BEST & various solutions Interview with DEPUTY PRO of BEST Interview with public Conclusion Bibliography
Page No 8-15 16-24 25-29 30-39 40-45 46-55 56-66 67-80 81-87 88-98 99-107 108-110 111-112
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CHAPTER 1. INTRODUCTION TO PUBLIC TRANSPORT
WHY THIS PROJECT Access to both public and private transportation is essential for citizens to contribute to their community and reach their potential. Safe, reliable affordable transport is a key determinant of people’s opportunities to access health services and programs, education and secure employment. Our societies cannot function without transport. Transportation is everyone’s part of life without which we cannot survive in our day to day routine. Almost every individual starting from a student, working men or women, senior citizen all age group uses public transport to reach their destination. A well established public transportation system is required to meet the demand of commuters. Fortunately, Mumbai has a very good transportation system which fulfills the demand of commuters. In Mumbai, local train occupies first position to provide service with one million commuters on daily basis. The BEST bus stands at second position but that doesn’t mean it’s not effective form of public transport. The BEST buses are one of the
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most efficient modes of travel for shorter and long distances. However it may take more time compared to local train for long distances due to road traffic. BEST undertaking is having well established and well developed form of network system that allows providing better transportation to commuters. BEST buses are very comfortable when the railway station is too far. BEST is not the fastest mode of transport in Mumbai due to heavy traffic all day and heavy rush is there in the bus but still BEST undertaking is managed to attract more numbers of commuters. Due to the good network system of transportation in Mumbai, traveling is quite easier in this pulsating metropolis. To travel in Mumbai, the public transport system is the best option. The BEST undertaking is well managed organization which is capable of carrying 4.5 million commuters every day in this kind of environment where there is huge traffic, there is rush every time. I wanted to do dept study on the BEST undertaking to know how BEST managed to survive. Because of which I chose this project. Public transportation provides people with mobility and access to employment. It benefits those who choose to ride, as well as those who have no other choice as most of the people do not have any mode of transport and must rely on public transport. Public transit provides a basic mobility service to these persons and to all others without access to private vehicle.
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The incorporation of public transportation options and considerations into broader economic and land use planning can also help a community expand business opportunities, reduce sprawl, and create a sense of community through transit-oriented development. By creating a locus for public activities, such development contributes to a sense of community and can enhance neighborhood safety and security. For these reasons, areas with good public transit systems are economically thriving communities and offer location advantages to individuals choosing to work or live in them. In times of emergency, public transportation is critical to safe and efficient evacuation. Public transportation also helps to reduce road congestion and travel times, air pollution, and energy and oil consumption, all of which benefit both riders and non-riders alike. INTRODUCTION TO SERVICE SECTORS IN INDIA
India is primarily consisting of three major sectors. These are primary, secondary and tertiary sectors respectively. When the economic activity is mainly depends on exploitation of natural resources then the activity comes under primary sector. Agriculture and agricultural related activities are primary sectors of economy in India. When the main activity involves manufacturing then it is said to be secondary sector. All industrial products where physical goods are produced come under secondary sector. When the activity involves providing intangible service then it is part of tertiary sector.
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Services or the "tertiary sector" of the economy covers wide activities like Activities in the service sector include retail, banks, hotels, real estate, education, health, social work, transport, computer services, recreation, media, communications, electricity, gas and water supply. The various sectors that combine together to constitute service industry in India. The eight most intangible service industries in India are as follows. ? Banking and insurance ? Hotels and restaurants
?
Tourism industry
? Transportation ? Education ? Communication ? Hospitals and healthcare ? Personal service Transportation is one among the service sectors. With the changing economic scenario, factors such as globalization of markets, international economic integration, and removal of barriers to business and trade and increased competition have enhanced the need of transportation. It is one of the most important infrastructure requirements which is essential for the expansion of opportunities and plays an important role in making or breaking the competitive positioning.
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Public transportation is a form of transportation that charge set fares, run fixed routes, and is available to the public. The most common public transport vehicles are trains, buses, taxis, auto rickshaws, cool cabs etc.
WHY PUBLIC TRANSPORT IMPORTANT
No one will argue anymore that one of the most important components of a livable and environmentally sustainable city is a properly designed, efficient and affordable public transport system. With the changing economic scenario, factors such as globalization of markets, international economic integration, and removal of barriers to business and trade and increased competition have enhanced the need of transportation. Transportation is one among the service sectors. Due to enhanced networking system and well developed infra structural environment transportation is quite comfortable in Mumbai. Especially public transport is common, easy, economic mode of transport in Mumbai.
Over 88% of the commuters in Mumbai use public transport as their mode of transport. Transportation plays a principal role in economic development of any area. Every single person requires transportation facility to move from one place to another place. We cannot imagine what would be the life of human being without transportation.
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Public transportation plays a significant role in finding solutions to the numerous challenges facing Mumbai today whether it’s more jobs, a cleaner environment, energy independence or a better quality of life, public transportation gets us there.
Public transportation is important due to some factors. Public transport help in enhancing standard of living of people as it helps commuters to get one place to another. Public transport makes people’s life easier and comfortable. In Mumbai 88% of the population uses public transport as their mode of transport. So it raises the standard of living of the people. Public transport helps during emergencies and natural calamities. In times of natural calamities or crisis; due to war or internal disturbance, public transport helps in quick movement of people. For example, In the event of disruption of rail services the BEST operates additional buses in the area of disruption. Timely actions are taken with the help of our communication system.
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?
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Public transport helps in creation of employment.
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Transport provides an employment opportunity to individuals as drivers, conductors, pilots, cabin crew, captain of the ships, etc. who are directly engaged in transport business. It also provides employment to people indirectly in the industries producing various means of transport and other transport equipments. In BEST, as on 2011 there are 38,000 employees, which include 22,000 bus drivers and conductors (this comes to an average of 11.2 employees per bus). Public transport helps in labour mobility. Public transport helps a lot in providing mobility to workers. We always see to rush in the trains and in the buses between 8.00 to 11.00 and 19.00 to 21.00 in Mumbai, every day. Public transport helps in bringing people together. Public transport facilitates movement of people from one place to another place. Mumbai being a city consists of a different kind of people came from every part of India with different religion. It helps in exchange of cultures, views and practices between the people. This brings about greater understanding among people and awareness of each other’s culture. Thus, it helps to promote a feeling of brotherhood among the people.
?
?
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?
Public transport helps to access to transportation to a low-income group as in Mumbai majority of population consist of this group. It helps them to travel from one place to another place.
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Public transport has also an impact on the environmental aspects because it saves fuel, reduces congestion, reduces gasoline consumption and reduces a carbon footprint which has the negative impact on our society.
? Most importantly, it is the cheapest form of transport in Mumbai.
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CHAPTER 2. BENEFITS & LIMITATIONS OF PUBLIC TRANSPORTATION
In Mumbai, many people who are looking for a way to save money have an option of using public transport as their mode of transport. There are many advantages to using public transportation. First is cost. If we compare the cost of gas, parking and auto maintenance to the cost of a BEST bus or train, we will find that public transport is more economical. Using the BEST bus or train as a primary transportation source, we can save even more on car payments, insurance and repairs. Convenience is the next advantage. Public transport has scheduled that people can set their commuting time around. No more roaming around looking for parking or sitting in traffic. An individual can better spend time on reading or relaxing
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while leaving the driving to someone else. In short, people can come out a way ahead time wise. The benefit of public transport is divided into three parts, i.e. social, economic and environmental. Social
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It helps foster a sense of community. For example, people traveling together are more likely to feel a community connection than those traveling in cars in isolation.
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It encourages people to have a more active healthy lifestyle, particularly if BEST are walking or cycling to their station or stop.
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It helps reduce injuries and fatalities caused by car accidents. It provides accessible transport for people regardless of demographics such as income or age.
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It is less stressful. Rather than driving in traffic or wasting time looking for an elusive car park, public transport passengers can relax and listen to music, play computer games or read a book.
Economic ? Travel is cheaper than owning and operating a car.
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It reduces the need for building vast car parks on valuable land that could have otherwise been used as highly prized office or retail space.
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It reduces reliance on rapidly decreasing oil supplies.
Environmental
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It reduces pollution and road congestion - the more people who travel by train, tram or bus, fewer cars on the road.
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It requires less land use than road infrastructure.
ADVANTAGES OF PUBLIC TRANSPORT The advantages of using public transport are generally synonymous but wider than the advantages of using private transport. There are benefits for the greater good, such as environmental protection; for personal gain such as increased safety. ? Reduced damage to the environment. One bus emits far fewer fumes than twenty cars (especially if it uses LPG fuel). Reduced use of fuel.
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In 1999, Indian road transport consumed 80 times as much energy as rail, while the distance travelled by road passengers and freight was only 15 times as much"
? Buses and trains are safer than cars. One is 9 times more likely to die travelling by car than by rail. ? Reduced time spent on maintenance of personal vehicles.
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? No need to find parking spaces at the destination. “Buses and trains can help overcome congestion, reduce carbon emissions, offer far higher fuel efficiency per passenger mile than the average car journey and provide socially inclusive forms of transport. The green credentials of public transport have been firmly established.” Eco Travelling Some people say that public transport acts to "provide a social service for the poor [but rail] passengers are, in fact, overwhelmingly middle-class." This is probably due to the massive benefits of making daily commutes in pooled transport. Currently, the BEST undertaking carries 4.5 millions commuters per day, and local trains carry 6.4 millions commuters per day. This figure is 10 times greater than last 10 years. Passenger travel aside, there are also benefits for increasing the rail network in general. Train tracks use less space than roads, are more easily concealable so cause less visual disruption, and with increased rail, coverage comes increased freight. "Carrying freight by rail results in an 80% cut in CO2 emissions per Kilogram carried compared to road haulage" and can replace 50 lorry movements. This is a massive environmental and commercial saving. The cost to the environment is something that affects everyone. Economic concerns dictate that for future prosperity, we must invest now, in a greener future. An initial cost will prevent massive costs later. Combining that with
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the freight savings of rail, it makes sense for governments and citizens to support the rail system. There are additional advantages to saving on fuel usage, aside from the benefits to the environment. Politics and oil supplies are often uneasy bedfellows: by reducing fuel usage, we are making our country more independent of the major oil-supplying countries that sometimes disrupt our lives by restricting oil. If oil consumption dropped, then it will be less effective to use oil supply as a political weapon. LIMITATIONS OF PUBLIC TRANSPORT
Cities are locations having a high level of accumulation and concentration of economic activities and are complex spatial structures that are supported by transport systems. The larger the city greater it’s complexity and the potential for disruptions if this complexity is not effectively managed. The most important transport problems in Mumbai took place because public transport systems for a variety of reasons failed to satisfy the numerous requirements of people of Mumbai. Urban productivity is highly dependent on the efficiency of its transport system to move people to their destinations. Some problems are ancient i.e. congestion while others are newly developed i.e. environment problems. Among these problems, most notable are as follows. ? Traffic congestion and parking difficulties
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Congestion is one of the most prevalent transport problems in Mumbai. It is particularly linked with motorisation and the diffusion of the automobile, which has increased the demand for transport infrastructures. However, the supply of infrastructures has often not been able to keep up with the growth of mobility. Since vehicles spend the majority of the time parked, motorization has expanded the demand for parking space, which has created space consumption problems particularly in western line in Mumbai. ? Public transport inadequacy Local trains and BEST buses are either over or under used at specific time. During peak hours, crowdedness creates discomfort for users because of which they prefer other options like auto rickshaws, taxi which lead to loss for BEST and local trains. ? Loss of public space The majority of roads are publicly owned and free of access. Increased traffic has adverse impacts on public activities which once crowded the streets such as markets, agoras, parades and processions, games, and community interactions. These have gradually disappeared to be replaced by automobiles. In many cases, these activities have shifted to shopping malls while in other cases, they have been abandoned altogether. Traffic flows influence the life and interactions of residents and their usage of street space. More traffic impedes social interactions
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and street activities. People tend to walk and cycle less when traffic is high. ? Environmental impacts and energy consumption Pollution, including noise, generated by circulation has become a serious impediment to the quality of life and even the health. Further, energy consumption by transportation has dramatically increased and so the dependency on petroleum.
? Accidents and safety Growing traffic is linked with a growing number of accidents and fatalities, especially in cities like Mumbai which is overcrowded. Accidents account for a significant share of recurring delays. As traffic increases, people feel less safe to use the streets. ? Connectivity Public transit systems are often independent from other modes and terminals. It is consequently difficult to transfer passengers from one system to the other. ? Competition Public transit faced strong competition and loss ridership in relative terms and in some cases in absolute terms. The higher the level of
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automobile dependency, the more inappropriate the public transit level of service. The public service being offered is simply outpaced by the convenience of the automobile. However, changes in energy prices are likely to impose a new equilibrium in this relationship. ? Inconvenience Every individual face lot of inconvenience in using public transport in terms of timing, lack of availability, huge rush, infrastructural problems, ambiance.
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High government spending expense Huge investment is required by the government to continue to provide service to its commuters without any interruption.
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Uncomfortable environment on public transportation Some people feel uncomfortable in front of other while travelling in buses or train.
Other disadvantages and failures of public transport are as follows. ? Open transport does not afford the same level of personal space or protection as a private care (especially psychologically). ? Public transport is organized around fixed timetables, meaning that it is not always the practical way to travel due to conflicting arrangements.
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?
Hardy-bodied people may be able to carry luggage over public transport, but on many occasions, private transport is easier.
? There is huge rush in public transport, which creates a lot of problems for commuters, especially for senior citizen, handicapped person, small, mother with kids, patent.
In the end, Better for the environment and safer, public transport is the best option, when available and practical taking into account the nature of the journey, whether one can organize a day around fixed timetables, and whether one are feeling sociable. Weak-minded and frail persons may struggle carrying things and feel too insecure. Pooled transport should be used whenever it can be: the advantages to the world are too great for it to be overlooked for minor reasons. Personal transport should be used as a last resort.
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CHAPTER 3. DIFFERENT MODES OF PUBLIC TRANSPORT IN MUMBAI
Public transport in Mumbai involves the transport of millions of its citizens by train, road. Over 88% of the commuters in Mumbai use public transport. It is the most convenient, efficient and cheap form of transport to a population largely without sufficient income to afford cars. Mumbai has the largest organized bus transport network in Mumbai. However, the train network is constantly struggling to cope with the growing population. A train compartment is usually filled with over three times the passengers it was meant for at peak hours. To travel in Mumbai, the public transport system is the best option. Many people prefer using local means of transport to travel
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around the metropolis, as insufficient parking places and traffic do not allow them to park out their own vehicles. Mumbai is known as the commercial capital of India, where every moment is marked by one or the other event. Thus, there are enough means of transportation in Mumbai. Getting around the city just involves gaining entry in any public transport and then, need to be prepared to knock the roads. Mumbai has an efficient network of local transportation carrying commuters everywhere in the city. Majority of people prefer to use local means of transport to travel around the metropolis, as insufficient parking places and traffic bottlenecks don’t allow them to draw out their own vehicles. The following are the different modes of public transport used by the commuters in Mumbai. These are as follows according to their usage.
1.
Mumbai Local Trains service Local Trains are the major means of transport in Mumbai. It stands at top position in providing service to its commuters with lowest cost and fastest speed. It is spread over 464 route kilometers. It is divided into 3 zones – Western railway, Central railway and Harbour railway. The system carries more than 6.4 millions commuters on a daily basis. All the local trains start operations usually after 04:00 hours in the morning and close maximum by 01:00 hours. It has the highest passenger densities of any urban railway system in the world.
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Due to the geographical spread of the population and location of business areas, the rail network is the principal mode of mass transport in Mumbai. 2. Public Bus Service (BEST) service BEST buses are one of the most popular means of transport in Mumbai. It stands at second position in providing service to its 4.5 millions commuters on daily basis. Brihanmumbai Electric Supply and Transport (BEST) buses provide efficient services in and around the city. Public buses run by the BEST (an autonomous body under the BMC) cover almost all parts of the metropolis as well as parts of New Bombay and Thane. Buses are used for short to medium distance commuting as train fares are more economical for long distances. The BEST fleet consists of single-decker, double-decker, airconditioned and vestibule buses. The BEST also operates ferries across creeks in northern Mumbai. The buses are numbered according to the route they run on and are usually very crowded. The tickets are given by a uniformed conductor. The buses operate till midnight and have seats reserved for senior citizens, ladies and handicapped. 3. Public taxi service Commuting by taxi in Mumbai is a convenient way to travel in and around Mumbai. Taxis are readily available on roads and serve as expensive but comfort mode of transport in Mumbai. The regular taxis in Mumbai are painted in yellow and black, have a meter are air-conditioned or without airPublic transport in Mumbai: BEST 27
conditioned. Hiring a taxi is a convenient way of traveling in and around Mumbai. They are small sized cars which are expensive and easily available. Currently, there are About 176556 taxis in entire Mumbai which serves commuters throughout day and night. These metered taxis run throughout Mumbai and have monopoly from Bandra to Churchgate on the Western line and Sion to Chatrapati Shivaji Terminus on the Central line. Beyond Sion and Bandra auto rickshaws are not allowed. Because of this, anyhow commuters have to hire taxi in those areas. However, between Sion to Thane and Bandra to Bhayandar, both have to compromise. A mechanical meter decides the fare and is proportional to the distance traveled. The basis for the fare calculation is:
•
Minimum fare is Rs. 16.00 for the first 1.6 km (1 mile).
• Fare for each subsequent kilometer : Rs. 10.00 The fare is payable at a multiple of 1.25 (i.e. Rs. 125 for every Rs. 100 calculated for the meter reading) between 12.00am to 5 am. Recently Radio cab services have been introduced by some private companies. These taxis are brand new air-conditioned cars fitted with GPS and electronic meters. Fare is same as that of Cool Cabs. Presently operated by the following companies: Meru (Green Silver), Gold cabs (Yellow Red), Easy Cabs, Star Taxis (White & Purple), Forsche Taxi and Mega cabs (Black). However these taxis need to be booked in advance by calling their call centre number.
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4. Auto rickshaw service Apart from buses, trains and taxis, auto rickshaws play an important role of public transport in Mumbai. Auto rickshaw is yet another one of the comfortable means to travel in the city. Though they are expensive, they are the safe, trusted and comfortable way of traveling around the city. This mode of transport is like an open-air taxi with a capacity to carry three adult-sized passengers. This mode of transportation in Mumbai is cheaper than taxi and more expensive than bus. Like in taxis, there are meters in auto-rickshaws as well. There are total 246,458 auto rickshaws in Mumbai. Auto Rickshaws are three-wheeler scooters, which can accommodate three people. There is much good to be said about autos in Mumbai. They are generally available in plenty at all times of the day. And to a lesser extent even in the middle of the night. Auto rickshaws registered in Mumbai are not allowed travel beyond the municipal limits of Mumbai. They have been allowed to ply between Sion to Mulund in the Central Suburbs and up to Mankhurd on the Harbour line. People who wish to travel beyond Mumbai to suburbs like Vashi, Airoli have to board/flag down/catch another rickshaw. In the western suburbs they are allowed to ply between Bandra and Bhayandar only.
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CHAPTER 4. INTRODUCTION TO BEST
Parent Type Founded
Brihanmumbai Electric Supply and Transport Undertaking Autonomous State-owned enterprise 1905 as BEST co.ltd Bombay Electric Supply & Tramways Company Limited 1947 as BEST Undertaking
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Locale Service area
Bombay Electric Supply and Transport Undertaking Mumbai metropolitan area Mumbai City Navi Mumbai Thane Mira-Bhayandar Local, Limited bus, Special, Express, Air-conditioned bus services Mumbai BRTS Ferry Boat Ordinary Bus Limited Bus Express Bus A.C. Bus - 14 BRTS - 4 Ferry Service - 1 4700 8,73,333 kilometers Diesel, CNG O.P.Gupta 44, 000 (2011) Rs. 2,353.40 cr. (201) Public transport, Electricity www.bestundertaking.com
Service type
Routes
Fleet Distance covered a day Fuel type General Manager Employees Revenues Industry Web site
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The transportation wing of Brihanmumbai Electric Supply and Transport undertaking which is operated by state-government is having a large number of bus lines in the Mumbai metropolitan area. BEST bus serves the entire Mumbai City. It also has operation outside city limits into neighboring Navi Mumbai, Thane and Mira-Bhayandar. In addition to buses, it also operates a ferry service in the northern reaches of the city. The BEST (Brihanmumbai Electricity Supply and Transport) is Mumbai's public transport service and electricity provider. BEST was established in 1873, which operates one of India's largest fleets of buses. It was originally set up as a tramway company (Bombay Electric Supply & Tramways Company) the BEST set up a captive thermal power station at Wadi bunder, Bombay in November 1905 to generate electricity for its trams. That positioned it to also supply electricity to the city of Bombay. From 1926 the BEST started operating motor buses. The bus transport service covers the entire city and also extends its operations outside city limits into neighboring Navi Mumbai, Thane and MiraBhayandar. In addition to buses, it also operates a ferry service in the northern reaches of the city. The electricity division of the organization is
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also one of the few electricity departments in India to gather an annual net profit. As of 2011, the BEST runs, a total of 4700 buses, ferrying 4.5 million passengers over 365 routes, and has a workforce strength of 44,000, which includes 25,000 bus drivers and conductors (this comes to an average of 11.2 employees per bus). Single decker buses make up the bulk of the fleet, followed by the double-deck buses and air-conditioned buses, which ply on select routes. Following court directives, the company launched limited 'disabled friendly' buses on exclusive routes in 2005 that have low ramps and space for wheelchairs. The company also plies vestibule buses on the city's two highways. These buses have a capacity of 110, and were introduced in 1997. These buses were scrapped some time in 2008. All buses are tagged with a route number and its corresponding destination. There are different types of buses which are moving around the city. BEST offer different kind of services and their charges also differs. Most of the people prefers to travel through ordinary bus, which is most common, cheap, comfortable, and stopping all the bus stops. These buses cover short distance. There are buses which stop at important stops only and the charges are high as compare to ordinary buses. These buses are more comfortable, air conditioned, covering long distance.
Route
Description
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Ordinary
Ordinary routes are the most common, with buses on these routes stopping at all stops. Buses plying on these routes are identified by a white route number on a black background.
Limited
Buses on these routes stop only at important places and skip all the minor stops in between on high volume routes. BEST used to have a marginally higher fare and are identified by the route number in red on a white background. In 2008, the fares of Limited and ordinary buses were brought at the same level. The route number ends with LTD.
Special
These buses ply on select routes covering railway terminuses and the central business districts. These routes have a fare marginally higher than the 'Limited' routes and are identified by the route number in white on a red background.
Express/Corridor
These buses service long distance intra-city routes, and have fares that are the same as the Special routes, but with lesser number of stops. BEST have route numbers indicated in red on a yellow background. These buses do not skip the flyovers, like other buses.
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Air-conditioned
These buses fares a little over four times the fare of an 'Ordinary' route covering the same distance. These buses have route numbers starting with A.
Ac/Super
These buses run on the new BRTS (Bus Rapid Transit System) routes.
B.E.S.T. WORK MANAGEMENT The entire operation is divided into 25 depots. The Depot Managers are heading each Depot. Other heads are Traffic Officers, Assistant Traffic Officers and Sr. asst. officer. This team of officers directly controls the operational and administrative activities of the respective Depot. Apart from this team, the supervisory category viz. Bus Inspectors, for plugging the leakage in revenue, Starters for controlling the bus operation etc., are appointed at depots. Each depot is provided with a wireless vehicle, which is used to monitor the operation of buses in the jurisdiction of the depot. Traffic Control Room:The Bus Running Control (BRC) Officer mans the Traffic Control Room, round the clock. The section is provided with VHF set and with hot lines connecting all the depots as also the Police Control, Traffic Police Control, and Railways etc. This officer regulates the entire operation smoothly with the help of the Divisional Officers, by being in touch with them through wireless sets.
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Bus Control Room:The Bus Control Section functions round the clock, to attend to the vehicle breakdowns on field. The total operational area is divided into zones and emergency breakdown vans are provided for each zone. These vehicles are provided with necessary spares/units so as to carry out emergency repairs on the field itself. For speedy communication these vehicles are equipped with VHF sets. Traffic Training Center:The BEST has established a Training Center, to provide training and refresher courses to the operating crew members. On line training to new bus drivers is also provided with the help of training vehicles. At the depots our Accident Prevention Training Vehicle, is making rounds and counseling the operating staff about safe driving habits. Ticket & Cash department:The Ticket and Cash Department collects the daily revenue earned at the depots. The same is counted, consolidated, and remitted in the banks. Inventory of ticket blocks to be issued to the conductors, is also maintained by the Ticket & Cash Department. Accident & Claims Section:The Accident and Claims Section, as the name suggests, is established for settling the claims of personal injury / death due to accident involving our buses. Also various programs on Road Safety / Passenger Safety, to create
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awareness amongst the operating staff, passengers, pedestrians, and school children, are organized by this section in co-ordination with Training Center.
Traffic Planning Section:The Planning Section is established to prepare the schedules for different routes. An exercise in revision of schedules is periodically carried out after taking into consideration the guidelines given by the Management, suggestions received from the Divisional Officers and also from our valued commuters. The schedules are revised after every four months. Uneconomic routes are discontinued and the financial viability of the routes is appraised both at depot level as also at the Head Quarter level.
The routes operated by the BEST can be broadly classified in the following categories. 1) Feeder Routes: These routes which feed the railway station either from the residential complexes or Business Districts. 2) East-West Connectors:These are the routes, which run East/West, where railways have no role to play and connect the Western Suburb with the Eastern suburb. 3) Trunk Routes:
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These routes run South-North through the city and are almost parallel to the railways. 4) Bus Rapid Transit System routes: These route runs on Western, and Easter Express Highways, to provide faster services to the commuters The primary role of the BEST is to supplement Suburban Rails, which is the mass carrier. It is for this reason that BEST always gives priority for feeder routes and thereafter for East-West connectors where the railways have absolutely no direct role to play. The third priority is the long distance trunk route, which is an alternative to Suburban Railways, apart from being intercorridor link between Suburbs and City. The BEST always gets suggestions for introducing new routes. These suggestions are categorized into the above mentioned groups. While introducing new operation on any new road the following requirement are insured for maintaining the quality of services. (1) The road is municipalized. (2) The road is bus worthy and wide enough to allow the passage of two.
(3)
There are no overhead obstructions in the form of cables / tress branches.
(4) There are enough streetlights. (5) Traveling will be comfortable. (6) There is a good turning circle at the terminating point.
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At this stage it is necessary to state that when every commuter desires a direct connection, he should realize that it is not always possible to inter connect every point with a direct route. One change is absolutely inevitable in any city transport network. In spite of this the BEST tries to provide a direct connection wherever absolutely required but specific access to some areas is available with one changeover. For convenient changeovers, the Undertaking has introduced Bus Pass Scheme, and “Daily Travel As one like” passes. With these passes the commuter can easily changeover on parallel routes, and can enjoy multiple journeys.
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CHAPTER 5. SUPPLEMENTORY SERVICES OF BEST
Flow chart offers an excellent way to understand the different kind of supplementary services provided to the customers. Flower of Services has been greatly divided into eight petals of a flower. It broadly consists of:
Information Payment Billing Consultancy Core service Ordertaking
Exception Caretaking
Hospitality
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INFORMATION These are the following ways in which BEST Buses lend up the required information to the people: ? The main Bus Depot in Mumbai is at Wadala. Totally, there are 25 Bus Depots in all over Mumbai. So any information can be provided from these depots.
?
The public relation officers (PRO) are appointed to communicate with the public. Any information can be asked to the public relation officers and BEST surely help people.
?
There are also internet services provided. People can visit at www.bestundertaking.com. This site provides detail information such as bus schedules, bus routes, bus fares, concessions provided to old age or students etc.
?
In addition, The Tata Indicom BEST route mobile service will provide extensive information to Tata Indicom customers. Also, the Reliance customers can receive the information through ‘R world’ .i.e. Reliance world. It acts as an internet in such cellular phones.
?
GPS system is expected to launch in few years. This technology helps the customers to know where is the bus, which bus, what time is going to reach at the bus stop. This will help in lending proper information.
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CONSULTANCY In case of BEST Buses, there are as such no special consultancy firms. If a bus traveler has some doubt then the bus conductor helps in clearing those doubts. If a customer is new to some area then the bus conductor can help in suggesting where to get down i.e. which bus stop (especially when customer doesn’t know where exactly he has to get down). ORDER-TAKING Order taking refers to the procedure of order given by the customer to the industry for the required services. Following are the ways of order taking in BEST Buses: ? The most common method used for order taking is directly purchasing tickets. The customer can buy tickets directly from the conductor. There is no means of intermediaries. ? Students and old aged people can get concessions which are issued in the bus depots. This concession helps in getting fifty to seventy five percent discount of the total cost of tickets.
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?
Minimum amount for the minimum distance is Rs. 4/-. The rate keeps on increasing as the distance gap keeps on increasing. The BEST has reserved 3 seats for handicapped person, 2 seats for Senior Citizens and 6 seats for lady passengers in the Single Decker buses. In the Double Decker buses it has reserved 3 seats each for lady passengers and handicapped persons and 2 seats for Senior Citizens.
?
HOSPITALITY Well hospitality in the case of BEST Buses is provided only through Bus drivers and Bus Conductors. These are the front line people or employees whom the customers meet. There are no such proper training programs conducted for this staff. There is some orientation programs specially conducted for them. It all depends upon person to person for their speech, their attitude, their behavior etc. There are some seats specially booked for ladies in Buses, and if in case any male sit on that seat with the female standing in the same bus, then that female has a full right to lodge a complaint, and the conductor will make sure that the female gets the seat.
SAFE-KEEPING In the case of BEST Buses – lost property, the conductor deposits the articles left in the bus inadvertently, by the passengers. The articles are then kept in the
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Centralized Lost Property Section at Wadala. In case the articles bear the name and address of the rightful owner, then intimation is sent informing that the article is stored in the lost property section. Articles are handed over to the rightful owners after proper identification and recovery of the relevant fees. In the case of space in Buses, A double-decker bus was more suitable than a single-decker one, for occupying no more road space than the latter and with only one driver; it carried one and a half times as many passengers. EXCEPTIONS These are certain kind of situations where it cannot be avoided. BUSES – there are some different kind of buses available. There are special buses which are kept in all depots which will use at emergency time. In the event of disruption of any kind and where it is necessary, BEST operates additional buses in the area of disruption. Timely actions are taken with the help of our communication system.
BILLING & PAYMENT This part refers to the financial aspect of the customer i.e. the customer is willing to pay the amount for the services provided. It also depends upon the kind of payment he makes. In this case, the BEST is not having various options. The customers are forced for the payment in cash only. The commuters have to give travelling fare to the conductor after which he will provide ticket. The BEST have introduced passes in order to help the commuters. There are daily, monthly and quarterly passes available to various
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commuters such as students, senior citizens, general people. There are daily bus pass scheme where the flat fare for one day isRs.40/-. The customer has to pay 40 Rs. to the conductor and he will provide the ticket which can use for one day only till 12.00 am. The BEST is using traditional way and adopting modern technology very slowly. BEST now started using modern technology in ticket collection by giving ticket machine to the conductors.
The machines are used by the conductors to provide tickets to the commuters. The right hand side of this picture is consisting of traditional way of ticket collection and left hand side is the modern machine which is used by the conductors from 1st January 2011. This shows that BEST is moving to use of modern technique to provide better services to the customers.
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CHAPTER 6. 8P’s of BEST
Like marketing mix service sector is also having 8p’s which can be applied to different service sector industries. How we apply it depends upon the type of industry in the service sector as well as the type of customer whom we are dealing with. Let us understand the 8p’s of the service sector. Service sector management includes 8p’s which are as under:
PRODUCT Product/service product refers to the main offering of the service provider to its customer. In the case of BEST transport facilities is the main offering of the BEST provided to commuters. This product can be divided into three parts. ? Core product/service ? Facilitating service ? Supporting/enhancing/value added service
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The three product levels in BEST are: ?
The core product of the bus industry is transportation of the people from one place to another. The facilitating service 1. Timeliness
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?
2. Safety of passengers 3. Brand name of provider 4. Proper ticket dispensation and checking 5. Proper planning of structure of bus for easy entry and exit. 6. Cleanliness
?
The value added service 1. Providing separate line to BEST bus on maximum number of route 2. Less waiting plan 3. Disaster management 4. 24 hour service on maximum route
?
The Augmented Product BEST as a service provider offer their customers a package of benefits involving delivery of not only the core product/service but also a variety of service related activities. This is a situation where augmented product comes into picture. It is also called as extended product or the product package. It includes the core product/service and the supplementary elements that add value to the core service. The augmented service in the case of BEST is as follows: 1. Reservation of ticket 2. Softer seats and air condition bus 3. Concessions for certain sector of society like freedom fighters, military men.
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4. Permanent Reserved seat for ladies, old people and handicapped people 5. Automatic ticket fare collection
AUGMENTED PRODUCT
CORE SERVICE FACILITATING SERVICE VALUE ADDED SERVICE
PRICE Price refers to how much the service provider charge for its service. It is a monetary value of product/service where buyer is ready to buy and service provider is ready to sell the service. The principle followed here is the same as manufacturing industry. The price may be ? Profit oriented ? Government controlled ? Competitive ? Customer oriented
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The pricing strategy for the service should be decided keeping in mind the following objectives. ? Price not only affects market position but also customer’s perception/thinking. ? The pricing strategy depends on the stage of product life cycle. ? The pricing depends on the brand name, customer segmentation etc. In the case of BEST price is government controlled. For tickets of BEST, the pricing model used is the cost oriented method, where all direct costs (drivers’ charges, conductors’ charges) and indirect charges (maintenance of busses, depreciation on busses etc) are added up with the profit margin to arrive at a price. The pricing of tickets of BEST are quiet flexible, BEST rise with any major rise in the cost of diesel or oil. BEST also have different price levels for the same service. Students below 12th standard, freedom fighters and military men are offered concessions in all BEST busses. Price of normally depends upon 1. Fixed cost It refers to the interest on capital, depreciation costs, registration and insurance expense, taxes to be paid, expenses on general upkeep of vehicles, administrative expenses 2. Semi fixed costs It refers to the salaries of drivers, cleaners, and conductor, miscellaneous expenses that vary with the running of the vehicles. 3. Variable cost
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This includes cost of fuel, oil, which are incurred when the vehicles are on the move and maintenance costs that are directly attractable to a particular journey. The variable costs are generally directly proportional to the distance moved. 4. Vehicle utilization Best would be interested in getting maximum mileage out of his vehicle. The best prefer to move it at the maximum possible and permissible speed so that transit time would be less and he can have a better utilization of bus 5. Government policy Apart from above cost government can issue legislation, frame guideline, issue directives regarding price.
PLACE The buses travel the required destinations as per the scheduled timetable. The buses are able to reach the remote areas. In the case of BEST it has a wide network of buses that help to transport the commuters from one place to another. The BEST try cover almost each place in the city. BEST has bus stop after every 500 –900metres. As BEST is public utility it is also operated in remote area in spite of loss on that particular route due fewer commuters. The aim of BEST is to provide service to each and every person city in spite of loss.
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PROMOTION In order to decrease pollution in Mumbai, government insists that people use public transport system. So BEST is now focusing on this issue to encourage more and more people to travel by its bus. Also the BEST is planning to increase the strength of CNG buses in its fleet. CNG is a clear burning fuel, with no black smoke and very low particulate emissions. Thus CNG engine is environmental friendly.
PHYSICAL EVIDENCE Physical Evidence is the environment in which the service is delivered with physical or tangible commodities and where the service provider and the customer interact. Physical evidence makes a huge impact on the customer. Physical evidence provides customers means of evaluating the service. Physical evidence refers to the appearance of buildings, landscaping, vehicles, interior furnishing, equipment, staff members, signs, printed materials, and other visible cues all provide tangible evidence of a firm’s service quality. In services with few tangible elements, such as insurance, advertising is often employed to create meaningful symbols. In the case of BEST the physical evidence will be the buses, driver and conductor, and all other tangible evidence. The Bus Stops and Bus Depots play a vital role in enhancing Physical Evidence of the Service. BEST are usually kept neat and clean. Again the flexes on the bus stops, which are put up for
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advertisements play a role. Now, more and more bus stops are having seating facilities or a rooftop. Again the interiors of the buses are kept simple and userfriendly; seats are in good conditions, which all add up to make the journey of the customer a happy journey. Buses are always clean. There is only one backdrop in case of BEST is that appearance of ticket is not good and it is very difficult to understand for commuter as it does not show place, date, time, etc. ticket just show the price. So there is great chance of cheating from both parties.
PROCESS Process refers to creating and delivering product elements to customers requires the design and implementation of effective processes that describe the method and sequence of actions in which service operating systems work. Badly designed processes are likely to annoy customers when the latter experience slows bureaucratic and ineffective service delivery. Similarly, poor processes make it difficult for frontline staff to do their jobs well, result in low productivity, and increase the likelihood of service failures. People generally get down from the front gate and board the bus from the rear gate. When the commuters get in from the rear gate and there is nobody else left to board, the conductor will send an alarm bell to the driver, which is audible. Driver will drive only when all the passengers who want to get down will do so, irrespective of the bell. And if all the passengers get down and the conductor hasn’t rung the bell he will not drive unless the bell is rung.
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PEOPLE Many services depend on direct, personal interaction between customers and a firm’s employees. The nature of these interactions strongly influences the customer’s perceptions of service quality. Customers will often judge the quality of the service BEST receive based on their assessment of the people providing that service. BEST may also make judgments about other customer’s BEST encounter. Successful service firms devote significant effort to recruiting, training, and motivating their personnel. Firms often seek to manage customer behavior, too.
In case bus transport, driver, conductor, cleaner, mechanical engineer, worker at depot are part of people mix. Driver and conductor have to be polite and commuter friendly. BEST are actually come into contact with people so BEST have take care of need of people for ex drive bus safely, allow passenger to board and get down safely, etc. on other hand cleaner, engineer, and worker of depot should also be accurate as condition of bus and safety of passenger depend upon them. PRODUCTIVITY AND QUALITY Christopher lovelock has suggested an important aspect called productivity which can be added as one of P’s of marketing. According to him productivity becomes important. These elements, often treated separately, should be treated
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strategically as interrelated. No service firm can afford to address either element in isolation. Productivity relates to how inputs are transformed into outputs that are valued by customers, whereas quality refers to the degree to which a service satisfies customers by meeting their needs, wants, and expectations. Improving productivity is essential to keep costs under control, but managers must beware of making inappropriate cuts in service levels that are resented by customers (and perhaps by employees, too).Service quality, as defined by customers, is essential for product differentiation and building customer loyalty. However, investing in quality improvement without understanding the tradeoff between incremental costs and incremental revenues may hurt profitability. Productivity and quality refers to how inputs are transformed into output and the degree to which the customer needs are satisfied. Fortunately, BEST undertaking managed to provide excellent service to its customers with its available resources. As BEST is carrying average of 4.5 million people per day.
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CHAPTER 7. PEST ANALYSIS OF BEST
PEST analysis stands for "Political, Economic, Social, and Technological analysis" and describes a framework of macro-environmental factors used in the environmental scanning component of strategic management. There is impact of political, economical, social and technological impact on BEST organization. Basically, the PEST analysis is important instrument to bring down the necessary factors that influence the working of the BEST. POLITICAL Political factors are how and to what degree a government intervenes in the economy. Specifically, political factors include areas such as tax policy,
labour law, environmental law, trade restrictions, tariffs,
and political stability. Political
factors may also include goods and services which the government wants to provide or be provided (merit goods) and those that the government does not want to be provided. The political situation of any city strongly influences any organization that wishes to flourish in the framework of the city spatially when the organization is run by the government. As the BEST undertaking is
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govern by the state-government. Naturally it has direct impact of political fluctuation and in the case of BEST also we can’t deny that it directly or indirectly run by politicians. The BEST undertaking is also affected strongly by the action and decisions taken by the men with authority. The government is instrumental in the passing of the various laws and acts, which govern the working of the organization and has a very strong bearing on the success of the organization. The clause of disallowing the use of old vehicles would have led to an increased demand for the heavy motor vehicles for BEST. Buses for BEST Undertakings The buses used by the BEST account for almost 90% of the bus sales in Mumbai. The budget of how many buses are to be ordered is dependent on state government. Secondly, it is also depends on some other political factor such as contact with the political leaders, corruption and bribery. If government is ready with the terms then only the company can move forward neither BEST have to find another way. If the government is hard pressed for funds the number of replacement units for buses ordered will be low. This will have a great influence in the demand and the profitability of companies in the manufacture of buses. Depreciation policy The government decides the amount of depreciation that can be charged on the use of buses. Since BEST normally purchase the buses, BEST rely heavily on the depreciation that can be provided for tax shelters since it helps
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show a lower net profit and higher notional expenses. The increase in depreciation rates therefore can help push the sales since it will spur more bus buying on account of the tax shelters received.
Infrastructure development The BEST undertaking has to pay tax for each buses run on the road. The government uses this money for the development of roads, maintenance etc.
ECONOMIC Economic factors include economic growth, interest rates, exchange rates and the inflation rate. These factors have major impacts on how businesses operate and make decisions. It is a known paradox that the economic condition really affects the economic condition. This is shown by the fact that all the industries in any economy are interconnected and an increase or decrease in the activity of any one organization has a direct or indirect bearing on the activity of the other industries. Trade cycles Trade cycles such as recession or prosperity have a direct impact on road transport services. When there is recession or slowdown in the economy and other industries such as travel and tourism, exports-imports, the level of economic activities are low as a result there is low demand for transportation services such as passenger transport. This has a direct impact on the
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operations and profitability of this organization. It is during this time that the transporters need to effectively manage demand and supply and market their services to retain their customers.
Pricing The fare prices for passenger transport is directly regulated by government in case of public transport like BEST and indirectly incase of private such as cargo or private bus contractors. In case of private transporters the government fixes the minimum and maximum limits for the prices. So it has a direct impact on the price mix of road transport. Fuel prices Earlier government regulated and directly controlled the prices of the fueldiesel and petrol- and thereby had a direct impact on the fuel prices which determined the cost. Thus the price offered by the road transporters was directly influenced by the government pricing policy. Due to this involvement private transporters were aloof from the fluctuations in International fuel prices as the prices were highly subsidized before supplying to the pumps. For e.g. recently there was a hike in the prices of fuels and accordingly the fares of BEST were increased by Re.1 on all the routes.
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SOCIAL Social factors include the cultural aspects and include health consciousness, population growth rate, age distribution, career attitudes and emphasis on safety. Trends in social factors affect the demand for a company's products and how that company operates.
Strikes/war/communal riots These incidents directly affect the service delivery process. This may result in low demand, loss of property and many cases injury to the people – customers and employees. Festival In case of festivals like Ganesh Chaturthi, Holi, Diwali etc the demand for road transport goes down and there can be damage to the vehicle. Holidays/vacations
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This is another time of the year when the road transporter can face low or high demand depending on the sector he is catering to. Even, some companies have purchase buses for picking up the employees and dropping them back home e.g. Larsen and Turbo Fiat, UTI etc.
A/C luxury buses In an honest effort to attract the private vehicle owners to BEST buses and thereby reduce the congestion to some extent on Mumbai city roads which affect the mobility of vehicles, BEST has introduced 51 air conditioned buses. These buses have luxury seats with soft fabric, carpeted flooring jackknife doors at entrance and exit, wide corridor for easy movement, etc. BEST have also started bus facilities from airport to the commuter’s place where the commuters can travel in luxurious BEST bus to their destination from airport to their home.
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Low floor buses BEST has received demands from various sections of the society who are working for the welfare of the physically handicapped, regarding need for introducing low floor buses in the city. In response to these demands and suggestions, BEST has launched the trial run of low floor buses provided by TELCO and Ashok Leyland. This trial is for 6 months. Special transport arrangements are made and extra buses under various Action Plans are operated during the year on various social/ religious occasions. The Undertakings also pays special attention to operate extra
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buses to clear the stranded passenger traffic on account of dislocation of Railways, heavy rains and similar such events. The Undertaking also operates extra buses on Saturdays, Sundays and Holidays to clear the excursion traffic at various picnic points. The undertaking has been endeavoring to ease the journey of lady passengers, particularly working women by introducing ladies First buses at various points where the ladies are given priority while boarding the bus at the starting point.
There are special buses started for ladies and disabled persons. Even students up to 12th standard get concessions on the fares known as student concession. The Undertaking has a well-equipped Training Center for the traffic staff and designed program to re-educate them on such relevant topics as fuel conservation, safety measures, behavior with the public etc. Training is also imparted in Refresher Courses to improve driving habits of the drivers under which officers check the habits of drivers constantly and as a result of which there is a great reduction in accidents. In the Refresher Courses, the stress is on an image revamp from a mere BEST employee to a concerned individual who cares for passenger comfort. The accident-prevention wing of the BEST has an accident prevention van with safety slogans and equipped with instructive audio-visual programs.
TECHNOLOGICAL
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Technological factors include technological aspects such as R&D activity, automation, technology incentives and the rate of technological change. BEST can determine barriers to entry, minimum efficient production level and influence outsourcing decisions. Furthermore, technological shifts can affect costs, quality, and lead to innovation. ? Age of the vehicle P.U.C. under the RTO regulations all vehicles over 15 years of age are to stop running on road, taking into consideration the environmental and pollution factors. The emission of gases from these vehicles is hazardous to the environment. However it has been noticed that the emission factors not only depends on the age but also the distance traveled by the buses and the maintenance of such vehicles over their life. This aspect is completely ignored by the RTO authorities. ? IT Just as integration of IT in all business activities, transportation sector has not been an exception to it. More and more logistical software are being used for jobs like keeping track of the vehicles on the move, organizing database of the customers, maintaining relations with the customers etc. ? CNG Natural Gas Bus
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There are many reasons why CNG gas buses are increasing in abundance and popularity in Mumbai because of environmental standards. CNG buses are used in Mumbai because of many reasons. Natural gas is very safe. Being lighter than air, in the event of an accident natural gas simply dissipates into the air, instead of forming a dangerous flammable pool on the ground like other liquid fuels. This also prevents the pollution of ground water in the event of a spill. Natural gas fuel storage tanks on current CNG buses are stronger and sturdier than gasoline tanks. Natural gas is also an economic alternative to gasoline and other transportation fuels. Traditionally, natural gas vehicles have been around 30 percent cheaper than gasoline vehicles to refuel, and in many cases the maintenance costs for CNG buses is lower than traditional gasoline vehicles.
? Articulated Single Deck Bus (Vestibule Bus) To achieve lower carbon emission and minimize global warming, there is need for articulated buses on the streets of Mumbai. The articulated buses are used mainly in Bus Rapid Transit System (BRTS) globally. It has been a huge success as it can transport more people at one time than the current buses on roads. So, this is the new option for the BEST. ? Automated Fare Collection System
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The BEST undertaking always believe in trying new technology to cope up with the modern trend. For this purpose BEST introduced new electronic ticket issuing machine. Bus conductors will issue tickets using the brand new Electronic Ticket Issuing Machine (ETIM). It is a three-in-one machine, lighter in weight which will help generate tickets electronically, validate monthly/quarterly passes (smartcards) as well as renew them on board.
Here, the PEST analysis is done. But in order to bring down the other important factor that affects the working of the BEST, it is compulsory to bring out the environmental and legal factors.
Environmental Environmental factors include ecological and environmental aspects such as weather, climate, and climate change, which may especially affect industries such as tourism, farming, and insurance. Furthermore, growing awareness of the potential impacts of climate change is affecting how companies operate and the products BEST offer, both creating new markets and diminishing or destroying existing ones. Most of the BEST buses use compressed natural gas
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(CNG). This compressed gas is stored in similar fashion to a car's gasoline tank, attached to the rear, top, or undercarriage of the vehicle in a tube shaped storage tank. A CNG tank can be filled in a similar manner, and in a similar amount of time, to a gasoline tank. The main reason for using it is to avoid pollution.
Legal Legal factors include discrimination law, consumer law, antitrust law, employment law, and health and safety law. These factors can affect how a company operates, its costs, and the demand for its service.
CHAPTER 8. SWOT ANALYSIS OF BEST
SWOT analysis is a strategic planning method used to evaluate the Strengths, Weaknesses, Opportunities, and Threats involved in a business
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venture. It involves specifying the objective of the business venture and identifying the internal and external factors that are favorable and unfavorable to achieve that objective. The objective of doing the SWOT analysis of BEST is to know the internal and external factors that affect the working of the organization. It is important to do SWOT analysis in order to know the strengths, weaknesses, opportunities, and threats of the organization. As BEST is one among the service providers in Mumbai city, SWOT analysis is an instrument to bring out the important facts about the organization. STRENGTH Public transportation in Mumbai is a crucial part of the solution to the city’s economic, energy, and environmental challenges - helping to bring a better quality of life. In increasing numbers, people are using public transportation and local communities are expanding public transit services. Every segment of society i.e. individuals, families, communities, and businesses it is useful. We can’t deny that BEST is one of the major service providers in Mumbai. BEST occupied second position as public transportation system in Mumbai. The BEST runs a total of 4,680 buses, ferrying 4.5 million passengers over 365 routes, and has a workforce strength of 38,000, which includes 22,000 bus drivers and conductors (this comes to an average of 11.2 employees per bus). This shows efficiency of BEST buses. Strength of BEST undertaking is as follows:
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1) Efficient and effective management system The management of BEST is very efficient and effective. This organization is managed to service for its inception. BEST organization is managed itself at almost top position from inception only. Newer management techniques, such as retrenching of excess staff and the closure of less patronized routes, have reduced the losses in recent years. BEST undertaking won awards also which shows the efficiency of this organization. The organization has received the following awards for safety and management ? The prize for the second best production achievement by an urban transport body in the country for the year 1982. ? The second prize for production achievement in Urban Transport during the year 1984.
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A memento for the Administrative Report and Statement of Accounts of the Undertaking for the year 1983–84 awarded by the selection committee nominated by the Institute of Chartered Accountants of India.
? The first place and the Best production achievement award in the category of urban transport for the year 1986–87. ? National Productivity Award for the year 1991–92. ? Award for the best passenger-safety record for the year 1994.
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? The award for the Best Passenger-Safety performance in Urban Transport in the whole country instituted by the Association of State Road Transport Undertaking (ASRTU) for the year 1995–96. ? International Road Safety Award for the year 2003.
1)
Wide network across city BEST buses runs on 365 different routes and it has total bus stop of approximately 5000. A person can easily travel anywhere in Mumbai and he can reach his destination which is near to him. The BEST undertaking has some routes which are as follows:
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Feeder Routes: These routes which feed the railway stations either from the residential complexes or Business Districts. East-West Connectors: These are the routes, which run East/West, where railways have no role to play and connect the Western Suburb with the Eastern suburb. Trunk Routes: These routes run South-North through the city and are almost parallel to the railways. BRTS Routes: These route runs on Western, and Easter Express Highways, to provide faster services to the commuters.
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1) Large number of employees working in the organization There are approximately 40,000 employees working in the organization out of which 22,000 are bus drivers and conductors. BEST organization gives employment to people. As it is operated by state government, it
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provides lot of benefit to employees such as ECS, pension, various incentives. As the BEST provides very good facilities to its employees, BEST are highly motivated and always forward to provide satisfactory service to the commuters.
2) Large number depots and fleets The entire operation of BEST is divided into 25 depots. The Depot Managers are heading each Depot. Each depots carries average of 186 buses and there are various other departments which do entire operations. There are various department in the deport are as follows ? Traffic control room ? Bus control room ? Traffic training center ? Ticket & cash department ? Accident & claims section ? Traffic planning section
1) Disaster Management In the event of disruption of rail services the BEST operates additional buses in the area of disruption. Timely actions are taken with the help of our communication system. In times of natural calamities or crisis,
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due to war or internal disturbance, public transport helps in quick movement of people. 2) Prevent environment BEST buses use CNG and diesel and keep environment clean to some extent. BEST keeps the atmosphere environment friendly. 3) Access to transportation to low income group As in Mumbai majority of population consist of low income group. It helps them to travel from one place to another place. BEST helps them to get their destination at low cost and helps them. 4) Goodwill BEST undertaking is second largest public transportation system in Mumbai which continues to provide services to its commuters without any failure. It has goodwill in the market and supposed well managed public transport system in Mumbai. 5) Expansion and diversification BEST undertaking is able to generate good name in the market and also brought good return. This enables the organization for its expansion and diversification. Now BEST is able to provide well managed service to its customers.
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WEAKNESS No organization can prevent itself from weaknesses. The problem is everywhere. The BEST undertaking is not escape from this. Though BEST is suppose to be the best in public transport in Mumbai and is having wide transportation network in city but there are lots of problems in the BEST undertaking. The weakness of BEST undertaking is as follows. 1. Migration is increasing Every day migrates are coming in Mumbai and settle down in Mumbai so the population is increasing. So the numbers of BEST buses are not enough to fulfill the need of transportation of everybody. And the rush is increase. 2. Traffic problems The main problems in operating in BEST Buses in Mumbai city is the traffic problems. Due to the increasing the rate of the using the private vehicles there is increasing in problems of traffic. And due to the traffic problems, sometimes the BEST buses are not able to provide the qualitative services to their customers. 3. Political pressure BEST undertaking is operated by state government. It cannot escape from political pressure. Being the government owned, BEST organization is facing lots of problems which include bribery and
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corruption. Every part of decision is being taken by the political leaders. 4. Poor infrastructure in Mumbai The infrastructure of Mumbai is not well developed. The roads are not proper to travel. The condition of the buses is also not up to the mark. The sits are not proper and the buses are dirty and the upper level people not prefer to travel by bus instead of this BEST prefer to go by autos and taxis which is loss for the BEST. Because of the poor infrastructural facilities in the buses, transport is not safer especially for the unhealthy, handicapped and senior citizens. 5. Time management The time management is not good in the BEST organization. The buses not run as per the time schedule and due to this delay public is suffering. The BEST buses always seem to be late and as there is large number of commuters waiting for the buses BEST jump on each other to catch the buses which resulting to heavy rush and traffic. 6. Unprofessional behavior of employees The behavior of BEST employees is not good. The employees of BEST not treat commuter as BEST deserved. There are so many cases where BEST employees abused people. There are too much of complaints are registered with the BEST undertaking. BEST undertaking made a special department to redress the complaint and solve this immediately to satisfy the customers. The organization made a site where
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commuters can launch the complaint and have the solutions. The details of complaint are registered at www.consumercomplaint.com . 7. Unavailability of resources The BEST organization is failed to provide proper service to its customers. The organization is fails to provide proper service to its commuters because of unavailability of resources. The BEST is having 365 routes in the city but BEST is fails to provide service in small areas. The BEST is facing problem of providing service to its customers due to following reasons. ? lack of availability of buses ? lack of employees ? traffic problems ? lack of availability of space ? financial problems
1. Usage of modern technology BEST is using tradition and outdated technology which leads to slow down the transaction. Thought usage of modern technology is increasing now days in the BEST organization but it is not too fast. To meet the demand of more number of people, BEST have to adopt modern technology and BEST have to use modern techniques to provide better services to its customers.
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OPPORTUNITY The scope of public transport is wider than the private transport. Due to more government’s pressure of not using private and using public transport is increasing in Mumbai. Though the number of private vehicle is continues to increase at faster rate but still no one can deny that in future most of people have to use public transport due to many issues. The opportunity for the BEST buses is definitely going to increase in the future. There will be following opportunity for the BEST. 1. More number of employees As in future more number of people will use public transport more number of personnel will required to do the work. As of now, approximately 38,000 of employees work in the organization but in future to meet the demand more number of employees is required.
2. More number of buses As due to increasing number of commuters using BEST buses more buses is required in future. BEST is already observed that more numbers of buses is required and it is not possible for them to produce that amount of buses and BEST is decided not to produce the bus instead of this hiring the buses from outside is most cost effective. From 2005 only, the BEST is hiring the buses from
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private enterprises. The buses are same in feature and looks like same as the traditional buses. In November 2011, the BEST organization is going to run 700 more buses. 3. More public private partnership is required Partnership between BEST undertaking and private enterprise is not new concept and the partnership between both parties carried from 1990 only. The private company named as Ashok Leyland is manufacturing buses for BEST. Recently 761 diesel BSII buses of BEST have been converted to CNG BSIII buses in a record time of 10 months with the help of Ashok Leyland. The BEST undertaking is increasing partnerships with private companies. 4. More number of commuters The BEST undertaking is definitely going to face more number of commuters in future. As of now, approximately 4.5 millions of people are using BEST as their mode of transport and in future it is definitely going to increase.
THREAT There are various threats which are definitely harmful for the BEST. These threats will lead to harm to the BEST undertaking. The threats are as follows.
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1. Increasing population in Mumbai One of the major threats that BEST is facing now a days is large number of people migrating in the city. Migration to Mumbai has always remained a matter of serious concern to BEST and also to other people. The migration has now became serious issue for the BEST but this problem started from earlier only for instance in 2001, the migration was 5.2 million people. 2. Poor road infrastructure in Mumbai The road infrastructure of roads in the Mumbai is very poor which needs to be cured in order to stop the break down in the BEST. The road’s condition is very bad especially in monsoon season the conditions is very bad and due to this people are suffering. 3. More number of private vehicle Now a day, due to high income of the people and wants of all comfort in the life the number of private owned vehicle is increasing. Most people prefer private mode of transport instead of
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public.
4. Heavy rush on the road As with increasing of private vehicle the roads are not free and there is heavy traffic all the time. Heavy traffic creates problem for BEST bus because more number of commuters will prefer to choose another option i.e. local train which is faster, cheaper and most importantly people will stuck in the traffic. One of the reasons of heavy traffic on the road is total 1.53 millions of vehicle runs on the
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road daily. So, definitely it creates problem for BEST to run their own vehicle on the road.
5. Increasing price of diesel and CNG The price of diesel and CNG which BEST uses in its 4700 vehicle is increasing at higher rate. This is definitely going to affect the net profit of the business. There is assumption that in future the rate will increase at faster rate. This is one of the threats to BEST undertaking. 6. Terror attacks There have been fourteen terror attacks on Mumbai's public transportation out of two have been done in the BEST buses. Due to terror attacks in the BEST buses the undertaking took necessary steps in order to stop this. For instance, BEST installed CCTVs in
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the buses so that it can monitor each and every step of people. BEST installed an audio-visual surveillance system on each of its buses to monitor suspicious behavior aboard its vehicles. Almost all buses have two LCD TV's per bus. BEST Buses are most maintained buses. Because of terror attacks BEST undertaking forced to take various precautions in order to stop terror attacks.
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CHAPTER 9. CASE STUDY ON PROBLEMS OF BEST & VARIOUS SOLUTIONS
BEST undertaking is well established in the role of public transport and serving the society from last century. Daily nearly about 4.5 million commuters travel in the BEST buses but BEST are facing numbers of problems. The BEST’s problems can be catagorised in various factors i.e. political problems, economical problems, social problems. The biggest problem is relating to finance. The transportation body is facing the deficit of 312 crores. BEST took loan from various financial institutions but not in position to pay the loan. Recently, the BEST took the loan of 400 crores from World Bank in June 2010 for purchasing 1000 buses. BEST is facing following problems:-
1. Poor infrastructure The condition of the buses is also not up to the mark. The sits are not proper and the buses are dirty and the upper level people not prefer to travel by bus instead of this BEST prefer to go by autos and taxis which is loss for the
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BEST. Because of the poor infrastructural facilities in the buses, transport is not safer especially for the unhealthy, handicapped and senior citizens. Also the conditions of roads are not proper which create problems for vehicle. In monsoon season it becomes more dangerous because of which break down in buses occurs. 2. Traffic problems The main problem in operating BEST Buses in Mumbai is traffic problems. Increasing private vehicle create traffic problems. The size of road is same and vehicles are increasing daily basis which create problems for commuters. The BMC surveying team found that on an average the junctions see three buses per100 four-wheelers. The bus count, however, slightly improves during peak hours, when it is four buses per 100 four-wheelers. Also basic transportation and communication statistics compiled by the Mumbai Metropolitan Region Development Authority (MMRDA) show that the number of private cars has increased by over 12 lakh and it is increasing rapidly. 3. Usage of modern technology BEST uses traditional and outdated technology to provide service to commuters. Thought usage of modern technology is increasing now days in the BEST organization but it is not too fast. To meet the demand of more number of people, BEST have to adopt modern technology and BEST have to use modern techniques to provide better services to its customers. 4. Time management
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The time management is not good in the BEST organization. The bus not run as per the time schedule and due to this delay public suffers. The BEST buses always seem to be late and as there is large number of commuters waiting for the buses BEST jump on each other to catch the buses which resulting to heavy rush. There are 365 different routes on which BEST travel but it is not easy to be able to reach as per the schedule. One of the major reasons for this is traffic problems. 5. Migration is increasing Every day migrates are coming in Mumbai and settle down in Mumbai so the population is increasing. So the numbers of BEST buses are not enough to fulfill the need of transportation of everybody. And the rush is increase. The demand is increasing but at same time supply of service is normal. This result in dissatisfaction for commuters and motivate them for other option. In this way BEST loose their customers. 6. Political pressure BEST undertaking is operated by state government. It cannot escape from political pressure. Being the government owned, BEST organization is facing lots of problems which include bribery and corruption. Every part of decision is being taken by the political leaders. For any small changes, the BEST management is required to approach to the government. The government procedure is very slow that for a common decision precious time of one or
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two months is wasted. Every common decision is influenced by political factor.
7. Unprofessional behavior of employees
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The behavior of BEST employees is not good. There are so many cases where BEST employees misbehave with people. At least four to five complaints of bus conductors and drivers misbehaving with women and young girls are reported every month.
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The bid to check reckless driving in the early hours has revealed that around 7,200 of the 36,000 violators booked during the campaign were BEST bus drivers. Common violations included jumping signals, cutting lanes and illegal parking.
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Data procured under the Right to Information (RTI) shows that the number of accidents involving BEST buses that ended in fatalities rose in 2008-09 there were 40 accidents involving fatalities, but in the next year 2009-2010, BEST met with 42 accidents.
There are too much of complaints are registered with the BEST undertaking. BEST undertaking made a special department to redress the complaint and solve this immediately to satisfy the customers. The organization made a site where commuters can redress their complaints. The following are the websites maintained by the BEST to communicate with commuters and allow them to launch complaint.
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? ? ? ? ? ?
www.mercindia.org.in www.cgrfbest.org.in www.consumerhelpline.in www.mercombudsman.org.in www.ashvinauctioneers.com www.cercind.gov.in
1. BEST union strikes Strike by the BEST employees is very common and frequently they are engaged in such activities. The employees of BEST went on strike on 18th august 2011. They wanted their salary to be increased. They left the bus service crippled with just 1,063 buses from the fleet of 4,700 buses. Nearly 20,000 BEST employees, including drivers and conductors, went on a strike. The strike turned violent when striking employees allegedly attacked 231 of the buses that were out on the roads. About 86 per cent drivers and 83 per cent conductors went on a day-long strike. BEST incurred losses of about Rs 2.5 crore. Glasses of 231 buses were damaged in stone-pelting, leading to an additional loss of Rs 2.27 lakh. The undertaking is expected to suffer a financial loss of more than Rs2.5 crore and another Rs2.27 lakh for damages to buses.
SOLUTIONS FOR THE PROBLEMS OF BEST
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According to the BEST management, the finance is one of major problem BEST is facing. But in real it is not purely true that BEST is suffering from financial crises. Though the BEST is a government-owned company, it does not receive any financial assistance from the state government. The BEST, being a public utility company, cannot increase electricity and bus fares to maximize its profits. An increase, when affected, is usually carried out to curb losses due to inflation. BMC approval is needed before such an increase goes into effect. This takes lot of time and is very lengthy process as the decisions are taken by many authorities. Daily earnings from its transport system are Rs. 2 crore. It collects Rs. 70 lakh worth of five rupee coins daily, Rs. 48 lakh worth of ten and twenty rupee notes, and Rs. 60 lakh worth of fifty rupee notes, through its fare collection system. BEST also earns revenues by way of advertisements on its buses and bus-stops, and through rent from offices on owned properties. The solution for this problem can be as follows. 1. Serving better to the society in order to generate profit The BEST should always try to serve the society in such a way that it can attract number of commuters and able to generate more amount of profit to overcome the financial problem. 2. Serve to the employees
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The BEST management must take necessary steps to avoid inconvenience to the BEST workers. The motivated worker serves better to the organization. BEST should provided benefits which are as follows. ? Good salary package ? Salary on time ? Medical facilities ? Regular health check up ? Housing facility ? Pension, ECS etc 1. Loan from financial institution The BEST management is having option of demanding for loan from any financial institution. But, BEST already took the loans from various financial institutions. Name of financial institution World Bank Canara Bank Short term loan from other financial institution Public loan APDRP loan (Accelerated power development and reform programme) DPDC (Dhaka power distribution company) Loan amount(amt in crores) 88.86 175 1171.25 2.00 37.99 1.92
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The above table show the loan which was taken from the various financial institutions by the BEST. So, taking loan from any financial institution is an option.
2. Mutual understanding between union and management The BEST management and union both are together responsible for the peaceful, harmony, ethical, mutual understanding between both of them. There should be proper co-ordination between both the parties and BEST should avoid conflicts. If conflicts arise then also both the parties should be able to solve the problem. Because in the end, both the parties going to suffer the loss. The decision is going to hurt either public who is not involved anyway or the BEST itself. 3. Help from state government The financial problem of the organization can be solved if the BEST management takes this problem seriously. The management can approach government for the help. At least government can cut down the taxes and provide them financial rate at low interest. Recently the BEST management requested for cutting down the passenger tax that BEST had to pay. Here the organization pays the tax of 0.25 paisa tax to the government which was collected by each commuter on single ticket as ADHIBHAR. In order to maximize the profit BEST wanted to add that tax in the profit. But that request got rejected by the state government.
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So, above are the possible solutions that BEST can adopt in order to overcome the problems BEST is facing.
CHAPTER 10. INTERVIEW WITH DEPUTY PRO OF BEST
MRS. SUMITRA SAMANT, DEPUTY PRO officer,
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Public Relations Dept., 3rd floor, Electric House, BEST Marg, Colaba, MUMBAI – 400 001 Tel.No.22799396/22841255
The interviewee here is MRS. Sumitra Samant who is DEPUTY PRO officer in culaba branch and she is responsible for public meetings. She is a graduate and working with this organization from last 15 years. She is very knowledgeable person and best suitable for this job. She answered all the question, provided necessary data and helped me in the case study. The following are the question which I asked at the time of interview. This interview is mainly based on the problems of BEST in providing the service and what steps they are taking to tackle the problems.
1.
What kind of service BEST provides?
The service provided by us is divided into two main parts. A. Electricity B. Public transport In the public transport various services are provided which include feeder routes which feed the railway stations either from the residential complexes
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or business districts, east-west connector, trunk routes which runs SouthNorth through the city and are almost parallel to the railways, and BRTS (Bus Rapid Transit System) which runs on Western, and Easter Express Highways, to provide faster services to the commuters. 1. What are the sources of finance in the organization? The sources of finance is generally the income or profit eared by the organization is used. But as the BEST undertaking is facing financial crises from last few years the condition made in such a way that we didn’t had any other option but taking the loans from outside. The BEST undertaking took the loans from various financial institutes, public loans, loans from MMRDA (Mumbai metropolitan regional development authority) and most parts of loan amount is taken by the World Bank. The total loan amount which is pending till date is 1478.60 crores. 2. According to you, who is BEST’s biggest competitor, railway or any other modes of public transport? BEST undertaking is not competing with any other public transport because it is only one kind of service provider in Mumbai. The service provided by BEST is totally different from the railway’s service. BEST service is comparatively good as compare to any other modes of transport and it
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doesn’t have much limitation like other service providers have. Railways have limitation that the person can travel only to railway stations only. BEST service provides public transport in every part of the city which railways not provide.
3.
What modern technology BEST uses to provide the service to commuters? (like new ticket machines)
The BEST undertaking started providing services to its commuters with use of modern technology and techniques with the partnership of private companies as the organization is continuously facing financial problem and though it is government owned organization still BEST finds that it don’t have support of the government. BEST engaged with the private companies for the renovation of buses with more advanced features and technology. The private companies install seats, handles and various machines in the buses for which BEST organization don’t have to pay anything because in return the BEST organization allow companies to advertise in the seats, handle and provide their employees travelling facilities from their resident to the office. For the depots also, BEST got lots of tie ups with private companies which install modern machines in the depots. BEST finds services started for the convenience of public but the PCO’s and drop boxes are misused and people who travel in the buses provides harm to the seats, handles, stole the money from PCO’s and drop boxes. People who travel in the bus and use the service, provides harm to CCTV cameras
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because of this reasons some of the equipments are took back but it is not done in all the areas. 4. What kind of procedure BEST follows for maintenance of the buses? There is maintenance department in all the depots where maintenance work is being done. Usually the maintenance work is done at the interval of week. Every week the maintaining employees inspect the buses and clean the buses. There are modern machines which clean the buses and other machine to inspect major problems. ? Why there is too much of breakdown in monsoon season? The main reason of breakdown of buses is the road infrastructure in Mumbai. The roads are not of very good quality and in the monsoon there is water lock on the road due to which water reaches in the machines of buses and lead to breakdown in that season. At what interval buses are examined?
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The buses are examined at interval of a week by the maintenance department. What BEST does with the old and unproductive machines and buses?
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The old and unproductive buses and machines are sent to scrap section from their decision are taken to recycle it or to dump it. Some of the parts sold for the recycling for iron or aluminum.
5.
Why the advertising rights are with bright outdoor? (is profit volume make differences)
Yes, the advertising right is with Bright outdoor. The profit volume is one of the reasons in this case. As financially back word the BEST can’t establish new department of advertisement which will be too costly. Secondly, if BEST outsourced advertisement right to Bright outdoor, BEST don’t have to do anything and BEST will get the amount of profit. The companies, who advertise in the buses BEST give seats, handle to BEST at no cost. The BEST is enjoying the benefit of profit and it at no cost. Because of this reason it is so.
6.
What facilities BEST provide to BEST provide to employees?
The employees in the BEST organization are enjoying their work because lot of facilities are provided to the employees are BEST are the government employee after their retirement also BEST get pension. The employees in the
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organization are provided good salary at right interval, pensions, free travel in the bus, medical facilities, eye camp, Medical checkup, housing facility, providing free uniforms etc.
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What kind of training BEST provides to employees?
There is special training given to each level of employees. The training period differs from each job. The training period for conductors and drivers is 2 months. BEST provided on job training (OJT) and after 2 month’s training tests are taken. If the person clear the exam then only he selected neither he sends for 1 months training again.
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Do BEST employ people on hire basis?
No, we don’t employ person in hire basis but on daily wage basis. Here, the person who selected for the job after examination has to do the job on daily wage basis for the 1 year. After period of one year the person is selected as permanent employee. ? Why there is shortage of bus drivers? Yes, now a day’s BEST is facing shortage of bus drivers thought the recruitment process is continuously going on. Basically, the problem is the people who come for the driver’s job he must have heavy vehicle license and must be aware of the road conditions, behavior of people and other important things. The bus drivers have to pass the exams which are taken and it is not at all easy. Because of this reasons, there is shortage of bus drivers. 7. At what interval buses run on the road?
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The interval of buses is decided depending on the need of the commuters. During peak hours like morning 8.00 to 11.00, evening 5.00 to 9.00 the interval of buses is quick and at short interval buses runs on the road.
8.
What strategy BEST adopt in peak hours when there is rush in the buses?
The interval of buses on the road is more and whatever routes there is no rush those route’s bus joint the bus in rush area.
9.
At what basis BEST decide the fare?
The fare is being decided by the state government. The fare is decided on the basis of cost of providing service and ratio of profit which is very small.
10.
How BEST select new routes? What are the procedures for this?
The new routes are selected by the personnel in our organization. For this particular survey is done. first we decide the particular route when new complex arises then survey is done to find out the types of people stayingmiddle income, high income according to that the type of service is decided Air- condition, LTD, etc .After that checking is done street light availability, passenger survey, point of destination, running time potential passengers. According to that service and bus stop is decided and bus is put in service.
11.
From where BEST get the CNG and diesel?
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For refilling of CNG gases and diesel the organization has its own fuel stations from where the buses are filled with fuel. There is total 6 fuel station which is located at 6 depots. The depots which have fuel station are: Anik depot, Wadala depot, Oshiwara depot, Culaba depot, Deonar depot, and Worli depot.
12.
Do BEST provide accidental benefit to the commuters? Do BEST provide compensation to the victim?
Yes, BEST provides accidental benefits to the commuters but only if there is BEST’s mistake and that too the victim has to provide police NOC letter declaring fact that accident is done by the BEST then victim is eligible for compensation which can be in form of medical facilities, cash or other benefits.
13.
Do you think there is need of more buses, personnel, depots to meet the increasing public demand?
Of course, there is need of more buses, employees, depots but our hands are closed. We can’t do everything in this case. For this more funds are required but as BEST are facing financial problems. BEST is not getting financial support from government and other kind of subsidies instead of this the BEST is forced to paid taxes. Apart from this, even if roads are not available and most part of road is filled by private vehicle.
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But still BEST is trying to provide more service to the people by introducing more number of buses. With the help of World Bank of 400 crores, BEST is going to purchase 1000 new buses in short period.
14.According to you, what are the major problems you are facing and what can be solution for this? The major problem that BEST undertaking is continuously facing is financial problem. This is the major problem and in order to get out of it we need financial support from government, financial institutions and from public. Other problems are migration of people from outside to Mumbai which is now a day’s problem for almost all areas. Increasing number of private vehicle is another problem for BEST. Most of the part of road is filled by the private vehicle which didn’t allow BEST buses to transport very fast. It takes lot of time and as well as it expensive also.
The government is required to motivate people to use public transport instead of private transport.
15.
What is your future planning? What new project you have? From where BEST get the financial help?
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The future planning of BEST is to increase the number of fleets, buses depots in order to provide good service to the commuters. As a part of new project, BEST is concentrating on increasing the number of buses from 4680 to 5500 till end of 2012 and to increase the numbers of employees in the organisation. The BEST is constructing new depot in Malad near to Infinite mall. In marve also the construction of depot is going on in order to re-start the ferry services. The financial help BEST undertaking is getting from World Bank, Citi Bank, and Bank of India. 16.Is best undertaking is listed in stock exchange? No, BEST undertaking is not listed in the stock exchange but BEST is planning to do that in coming days in order to approach public for funds.
CHAPTER 11. INTERVIEW WITH PEOPLE
Questionnaires with Public
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Name Contact E-mail
: _____________________Qualification : _________ locality : __________ : :
Profession : __________________
1. Do you use BEST as your mode of transport? Yes No
2. Why you use BEST? Bus stop near to your destination Huge rush in train Low cost of fare Don’t have any other option
3. Which transport in Mumbai provides better services? BEST TRAINS OTHERS
4. Are you satisfied with the service of BEST bus?
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Yes No 5. Are you satisfied with frequency of buses? Yes No 6. How is the behavior of the best staff? Satisfactory Average Poor
7. How is the condition of the bus? Good Average Poor 8. Additional services required?
9. According to you, what are the major problems with the best and what is your recommendation?
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ANSWER OF INTERVIEW WITH PUBLIC Why interviewing the public This project is about public transportation in Mumbai, which by name only relates to the public. In order to get the real data about the BEST, interviewing public or doing survey is one of the best ways. By doing so, the
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response of public about the BEST’s service can be used more effectively. People provide the primary data which make this project more effective, because public only uses the BEST so they have better ideas about the service of BEST. 1. Do you use BEST as your mode of transport?
At the initial stage of the interview this question has been asked to different people from different locations to the different age groups. Age group between 20-40 years who go for the job or businesses, mostly uses the BEST’s service. Then comes, students and the senior citizens occupies last position in using the service. Out of 30 individual 11 people uses BEST as their mode of transport, 14 people uses local train and rest 6 people uses other modes such as auto rickshaw, taxi etc. 2. Why you use BEST?
Mostly, people uses BEST as their mode of transport because it’s most convenient and for most people its ultimate mode of transport. Out of 30 people 9 uses BEST because they can easily get to their destination while
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other 6 people uses because of low cost, other 6 people uses because they don’t have any other choice because the railway stations are too far away from their residence and other 3 people uses because they find huge rush in train. These people are senior citizen.
3. Which transport in Mumbai provides better services?
Out of 30, 10 people uses both BEST as well as local train find local train more efficient mode of transport as compare to BEST in terms of speed, availability and capacity. 15 people find local train, 9 people find BEST, and 6 people find other mode of public transport as better service provider.
4. Are you satisfied with the service of BEST bus?
This question has been asked to the people who uses BEST as their mode of transport. Out of 30, 12 people answered they are satisfied other 18 people answered they are not satisfied because of following reasons. ? Traffic problems ? High fare as compare to train ? Condition of buses
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? Low frequency of buses 1. Are you satisfied with frequency of buses?
Out of 30 commuters, 9 were satisfied with the frequency of buses but rest 21 people were unsatisfied. The heavy rush during peak hours is one of the reasons because in peak hours, buses are fully loaded and commuters hardly able to get in the buses. The most common answer by the interviewed people for this question is “BEST are not able to provide increased level of service with increased population.”
2. How is the behavior of staff?
This question is prepared on the basis of the quotation by Christopher lovelock i.e. the nature of encounter is depends upon the existence of involvement of employees. If the employees are doing their job sincerely and with the prescribed order, the customer is definitely enjoy service. Only 6 people out of 30 answered they are satisfied, rest 12 answered the behavior is average and poor.
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Unprofessional behavior of the BEST employees is one of the most common answer. 3. How is the condition of BEST buses?
Out of 30 people, 15 said conditions of buses are very poor. Other 12 answered conditions of buses are average and only 3 said it is good. The reasons that condition buses are bad because of following reasons. ? Buses are old and not maintained properly ? Generally, buses are loaded fully (above its carrying capacity) which lead to breakdown ? Employees are not trained properly to use the machine or employees are too careless Additional service required? Most of the people recommended that following should be taken into consideration which is as follows. ? The frequency of the buses should increase ? More numbers of buses should be introduced ? The price should be reasonable ? The behavior of the staff should be polite with the customers ? Should introduce new routes
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1. According to you, what are the major problems with the best and what is your recommendation? Most of the people were agreed with each other that the major problem the BEST organization is facing is financial problem. The solution for this is to get support from government and getting the loan from financial institutions.
Result of the interview with public After conducting the interview with people, the result indicates that some public really appreciates the service of BEST while others are not. Everyone has their own reasons why they do so. Most of the people to whom I interviewed, I got negative response about the service quality of the BEST undertaking. According to the interviewed people (who use BEST) are not satisfied with the service and not comfortable to travel in the BEST. Most of the people get bus near to their destination which allows them convenience to travel in the buses rather than trains. The price of BEST is cheaper than any other mode except local train. According to interviewed people who are not satisfied with the service of BEST because of following reasons: ? Frequency of the buses
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? ? ?
Poor infrastructure and ambiance of buses Poor management and staff work and behavior Too much break down of the buses
? Not increasing the fleets ? Not introducing new routes
CHAPTER 12. CONCLUSION
Out of total population of Mumbai i.e. 1, 24, 78,447, 48, 00,000 people use BEST as their mode of transport which comes to 38.466%. People uses BEST as their mode of transport to reach out there destinations in all over the Mumbai the student who go to the college, the employees goes for the job and other ordinary people who travel to get their destinations. During peak hours starting from morning 8.00 to 11.00 and evening from 5.00 to 9.00 there is huge rush in the buses as many passengers prefer to travel by the bus instead of any other mode of transport and in fact, those who uses local train as their mode of transport BEST have to be on road and use any other mode to get to their final destination. For all of them, BEST is one of the best modes of transport.
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BEST started serving the commuters since 1905, and so far this organization is keep on expanding and diversifying from inception period only. As scheduled, Mumbai saw its first bus run on 15th July 1926. It was between Afghan Church and Crawford Market. Now, BEST expanded its service in all over the Mumbai and in Mira road, Bhaindar side.
WHY BEST DESERVES TO BE BEST The BEST really deserves the position of the best service provider as public transporter in the Mumbai city. There are many reasons for which BEST must be awarded. ? Bus service throughout the city
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More than 400 routes with 4700 fleets
? 25 depots with workforce of more then 38,000
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Commuting more than 4.5 millions of people on daily basis almost 70% of local train
WHAT PROBLEMS BEST IS FACING ? Increasing demand of more fleets, routes and depots from increasing commuters ? Less availability of resources i.e. financial, technical, manpower etc.
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Increasing numbers of private vehicles on the road which create traffic problems
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? Increasing fuel and CNG rates ? Not meeting the requirement of qualified manpower i.e. conductors and drivers ? Lack of usage of advanced and modern technology
After doing this project I came to know the quality of service provided by the BEST to its customers. BEST stands at second position to provide public transport service in Mumbai. BEST management is not only vast but also complicated management. Still it managed very well than any big organization. However, sometimes BEST have to face some of problems like traffic problems, migration, population problems. Due to this BEST sometimes not able to give quick and on time services to their customer to overcome this hurdles BEST adopt total quality management in their duly operation BEST introduces services personnel, technology, and also BEST introduced new facilities. BEST are continuous improving in their services and come out with qualitative facilities for their customer.
Recommendation No one can deny that BEST provides a qualitative service to its commuters but the level of service can always be improved. The service encounter can be improved with the level of involvement of the BEST and manpower of the BEST. The level of service can be provided with increasing the numbers of buses, routes, manpower and depots. As BEST is facing financial crises in
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these days but it can be sorted out with little help of government and financial institutions. BEST also can tries to outsource some of the work to outside, hire more qualified and educated employees to do the work as smoothly as possible.
CHAPTER 13. BIBLIOGRAPHY
BOOK
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The “BEST story” by Prof. M.V. Rajadhayaksha in 2005
NEWS PAPERS Name of the news paper DNA Article on Mumbai braves a horrible BEST Western strike DNA Soon, GPS in Mumbai buses will alert you about next stop Mumbai mirror BEST CNG buses fails Wednesday, Jul 27,
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Published date Thursday, Aug 18, 2011 Monday, Jan 10, 2011
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to cope up with monsoon Mumbai mirror Robbers loot commuters on BEST Times of India Times of India buses BEST at its worth in Mumbai Public transport too slow for city growth
2011 Thursday Jun 2, 2011
Friday, Aug 5, 2011 Wednesday, Dec 14, 2011,
WEB SITES
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http://www.bestundertaking.com/organization_setup.asphttp://en.wikipedia.org/wiki/Public_transport_in_Mumbaihttp://www.macalester.edu/courses/geog61/espencer/transportation .htmlhttp://www.triz-journal.com/archives/2008/06/06/
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