Pragmatic measures to vitalize railroad-station-service employees’ activities that can reinforce customers’ safety and comfort

Naori Tsuji, Ryoko Ikeda, Yusaku Okada

Research output: Chapter in Book/Report/Conference proceedingChapter

Abstract

Recently the purpose for the safety management in Japanese railroad companies is not only to prevent accidents but also to produce the high customers’ satisfaction. However, the employees do not understand that the safety activities should include raising customers’ comfort. Therefore, we discussed the method that can vitalize the employees' activities that aimed to reinforce customers’ safety and comfort. We developed a method for that purpose and tested this validity by applying it to railroad station service section. In addition, several new activities are introduced in station service section. To measure the effects of these activities, the survey on the safety activities was carried out for all employees, on 2009, before taking the activities, and on 2011, after taking the activities.

Original languageEnglish
Title of host publicationAdvances in Physical Ergonomics and Safety
PublisherCRC Press
Pages40-49
Number of pages10
ISBN (Electronic)9781439870594
ISBN (Print)9781439870389
DOIs
Publication statusPublished - 2012 Jan 1

Keywords

  • Customers’ satisfaction
  • Human error management
  • Motivation for safety activities

ASJC Scopus subject areas

  • Engineering(all)

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