First Vice-President of Russian Railways Vadim Morozov says customer focus is a core value of RZD holding
A round table on "Shaping the 'Cargo Cult': How to Win the Competition for Freight" has been held at the X International Railway Business Forum "Strategic Partnership 1520". The discussion took place in Sochi on 4 June 2015.
The participants discussed improving customer focus and harmonising tariff policy in railway transport.
According to Vadim Morozov, First Vice President of Russian Railways, the development strategy of the Russian Railways Holding involves transforming the Company from a transportation company into a logistics organisation.
"The strategy approved by the Board of Directors determines that one of the Company's core values is customer-oriented. For a large holding company such as Russian Railways, this is a comprehensive and large-scale task which encompasses all processes. The term 'client' is not limited to the consumers of services. The Company's policy also involves developing customer orientation internally," said Vadim Morozov.
According to Morozov, coordination among the business units in the various areas of the Company is also one of the key objectives of the customer-focus policy.
The main criterion in this work is customer satisfaction with regard to service quality and access. In the field of freight transportation, the goal is to attract more freight to rail from other modes of transport and develop new logistics products. It is necessary to provide shippers with convenient ways to interact with the carrier and the ability to obtain information on the whereabouts of their goods online and deliver goods on time.
Salman Babayev, Vice President of Russian Railways, noted that the Company constantly monitors the level of customer satisfaction. Information from various sources flows to a single centre for quality assessment.
According to Babayev, the most important criterion is the availability of transportation services anywhere, any time.
Figures show that the Company is achieving this goal. Russian Railways operates just 20% of the rolling stock, but serves 72% of customers, which indicates that the service is readily available across the whole rail network.
In addition, according to Salman Babayev, customer focus is inextricably linked with the tariff policy.
"This year, under the tariff corridor which we were set, we did everything not to exacerbate the situation of shippers. Compared to last year, the transport component in the price of goods transported has not increased", said Babayev.