Re-engineering The Station Management ProcessesIn Hong Kong Mass Transit RailwayCorporation

Abstract

Moving large volume of people in big cities may not be a difficult task. However, doing it in an efficient yet safe way is a big challenge. Hong Kong Mass Transit Railway, the underground railway operator in Hong Kong, has been providing mass transportation services to its six million inhabitants for more than 15 years. It is known to be one of the best underground railway systems in the world with regard to safety and efficiency. In achieving this remarkable performance, the Corporation has committed to the concept of continuous improvements for the past decade. In order to cope with the ever changing customer needs and to face the new challenges in the next century, a far greater improvement action is envisioned to be required in the operation of the railway. This includes a fundamental review on the processes of station management for the thirty eight stations of the three running lines. The initiative is envisaged to bring along a dramatic improvements to the operation, in line with the concept of Business Process Re-engineering (BPR). This paper describes the processes involved in arriving at the solution which also embraces the application of Artificial Intelligence in Station Management in the mass transit railway environment.