General Manager Network Operations
Metro Trains Melbourne
10:30 AM Exploring The Voice of the Customer in Designing Train Control and Stations Management for a Holistic View of TCMS
This session explores not only Train Control Management System, but actually begins to understand the customer and how TCMS impacts them too. TCMS is increasingly becoming more integrated with the wider organisation and more customer focused. However there is little understanding of how to make TCMS more customer focused with a view of not just increasing frequency of trains to reduce customers journey times, but a greater understanding of how the entire customer journey looks and what they really want.
- Implementing design thinking in the design of a customer journey- rather than just focusing on the optimisation of the network for a cost saving
- Creating a holistic view of TCMS and how to involve the wider organisation in it
- Uncovering strategies in station design and people flow to enhance the journey of a customer