Abstract
For the English abstract and full text of the article please see the attached PDF-File (English version follows Russian version). ABSTRACT The article outlines the main provisions of the methodology for analyzing the quality of transport services provided in the process of freight rail transportation. The methodology assumes the analysis in a fully automated way in the EASAPR SFTO system in interaction with adjacent corporate systems for all types of violations of transportation processes, both at the time of their detection, and regardless of the subsequent filing of claims. The result is a clarification of the effect of various factors and operating factors on the overall financial risks of JSC Russian Railways particularly in case of customers’ claims. The methodology is aimed at improving the quality of freight transportation, development of client focused operations and improvement of the image of JSC Russian Railways. Keywords: railway, cargo transportation, quality management, violation analysis, methodology, corporate systems.
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