Innovative Strategic Management: The Case of Mumbai Suburban Railway System

Abstract

Business organizations today have to survive and grow in a turbulent and volatile business environment. Continuous metamorphosis in technology, competition, inconsistent government policies, group dynamics of employees and militant unions, rational customers and their forums have been constantly reminding them to be more vigilant. Generation and rendering of services is often more vulnerable as services are perishable and dynamic. The strategic management of any service sector must be innovative and sustainable. Efficient urban transport systems are critical elements of the sustainable development of urban areas. This paper presents the innovative strategic management system of Mumbai Railway Vikas Corporation (MRVC) in addressing the Mumbai suburban public transport problems. An incredible 88 per cent of all travel in Mumbai is by bus and rail; this illustrates the popularity and necessity of having an effective and efficient public transport system, particularly the railways. The paper outlines a case study of US $2.5 billion expansion and improvement of the Suburban Railway Network, as a part of the multi-modal Mumbai Urban Transport Project (MUTP). Increase in suburban trains in Mumbai has not kept pace with the passenger demand and therefore loading in the existing suburban trains have increased and the travelling conditions in the trains have become unbearable. The paper gives an insight into the process of building social and political consensus while taking into consideration the aspirations of people for conducive and comfortable commutation. The diverse but integrated objectives that were achieved holistically, is indeed through innovative strategic management that led MRVC to attain customer satisfaction, energy conservations, socioeconomic benefits, environmental upgradation through afforestation, rain water harvesting, and noise reduction. MRVC is doing rain water harvesting, mangrove plantation, tree plantation and transplantation to compensate for cutting of tress at project sites. A glaring example of an infrastructure project that aptly envisaged ecological balance and environmental and social upgradation of slum dwellers. Innovative improvement in commuters' amenities including ventilation system, GPS-based passenger information system, pneumatic suspension for comfortable riding, etc., have enhanced customer satisfaction that is required for a long-term business growth.