First time right!: future of train repair

Rob van Stekelenborg

How to make end-to-end service and repair processes more efficient and improve availability at the same time? A relevant question in a market that is increasingly accessible to competition. This question, coming from the Dutch train repair and maintenance provider Nedtrain, required us to thoroughly review their customer needs, their internal competences and their operational complexity.

To achieve the next level of customer satisfaction and costs, real time information on train usage and malfunctions is crucial. Direct access to such information is required to further avoid operational waste. This will be done in three different ways:

1. Increased focus on competencies and knowledge: a clear classification of competence levels and direct and real-time link to different types of service and repair needs. Breakthrough thinking to let knowledge flow instead of assets. Set-up processes in a way that knowledge is made available at point of repair instead of moving assets around to reach the relevant experts;
2. Process standards: work according to common process standards (per type of defect) and continuously improve these standards. This means avoiding less-than-optimal processes to be used, thus generating less costs and increasing the number of one-time-right repairs;
3. Central management and control function; end to end allocation management based on clear and known business rules: choosing the right location and avoiding unnecessary transport of trains.

The Nedtrain case provides an example of a service oriented company, where the difference is made by introducing standards, continuous improvement and continuously increasing knowledge and expertise among the workforce!

For more information please contact Rob van Stekelenborg , Director at IG&H:
+31 (0)348 496 300.

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