The computerized reservation system in Mumbai was closed on 10″ January, 1988. The software was being upgraded for better service. On the day, manual systems were put into operation, but only to attend to needs of passengers leaving by trains up to 12 noon on the 11`h A person, who was booked on the train leaving at 7 a.m. on the 12″, could not avail of the manual facilities for cancellation. !f he had done so, he would have lost Rs. 30 as cancellation charges. He could only cancel his ticket on the 11th, and as per rules, he would loose 25%. But when he went to cancel it on that day, the cancellation charges would go upto 50% of the cost of the ticket. He pleaded with the local officers to certify on the ticket that he [lad come to cancel it, and that he could make a separate claim for refund later but this could not be done, as per rules. Only the ticket collector on the train was authorised to endorse on the ticket the fact of non-utilization. Nobody could help, beyond stating the rules, “The procedure and their helplessness.
Questions:
i)Â Â Â Â Â Discuss this case with the help of, the cause & effect analysis.
ii)Â Â Â Â What is “flower of service”? Bring out the deformed petals in this case.
iii)Â Â Â List out the critical and non critical incidents.
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