Tóm tắt Luận án Designing quality management model of passenger transport service by railway in Vietnam

MINISTRY OF TRANSPORT UNIVERSITY OF TRANSPORT AND COMMUNICATIONS DESIGNING QUALITY MANAGEMENT MODEL OF PASSENGER TRANSPORT SERVICE BY RAILWAY IN VIETNAM Major: TRANSPORT ORGANIZATION AND MANAGEMENT Code: 62840103 SUMMARY OF PHD DISSERTATION IN ECONOMICS Hanoi -2016 The Dissertation has completed at: University of Transport and Communications Scientific guidance group: 1. Associate Professor PhD Le Quan 2. PhD Nguyen Van Binh Examiner 1:... Examiner 2:.. Examiner 3:.. The dissertation will be defended before the Board of Examiners at institute level at: University of Transport and Communications at . o’clock .. dated The dissertation can be found at: Library Information Center of the University of Transport and Communications. National Library Library Center of the University of Transport Technology HOANG VAN LAM LIST OF STUDIES BY THE AUTHORS 1. AP.Dr Le Quan, Master Hoang Van Lam (2008), “Quality management of passenger transport for Vietnam Railways towards total quality management”, Journal of Transport No. 7/2008. 2. PhD Hoang Van Lam (2011), “The quality of products and services in the relationship between consumers, employees, corporate managers and macroeconomic management”, Journal of Transport No. 3/2011. 3. PhD Hoang Van Lam (2012), Research of assessment method of transport quality, Chairman, Scientific research project at school level, code NCS2011-VTKT-31 University of Transport and Communications, accepted in January 2012. 4. PhD Hoang Van Lam (2013), “Analysis of quality forming elements of passenger transport by railway”, Journal of Transport No. 7/2013. 5. PhD Hoang Van Lam (2014), “Construction of indicator system of passenger transport quality by railway”, Journal of Transport No. 9/2014. 6. PhD Hoang Van Lam (2016), “Quality chain model of passenger transport service by railway”, Bulletin of Transport Science and Technology, No. 1 March 2016, University of Transport Technology. 1 INTRODUCTION 1. The need for this study When studying a large and complex system, modeling is one of the scientific approaches to understand the nature, movement process, to choose innovative solutions, and to complete corporate management system (CM). Quality management (QM) plays a role as a principle system, a connection method of management operations with process of production, production/service supply to achieve quality target (QT) and business efficiency. Deriving from practical management requirements, every enterprise should study to construct and develop QM system appropriately. Currently, it forms several approaches to study the management of QM system according to QM theoretical model, quality standards, quality awards or applying system design analysis method. In which, the system design analysis method was selected as a solution ensuring the high application, allowing to study and deploy immediately the QM model (QMM) in practice. In the service sector in general and passenger transport in particular, the research to develop QM system has not been properly focused. Most intensive research focus on answering two questions: “What is the quality?” and “How to assess the quality?”. Therefore, there is a large gap to research the development of QMM in passenger transport (PT) service field. In Vietnam, some research of QMM development have given a general model, not have researched deeply for a specific field such as PT by railway. To meet the requirements of the market and development strategies of railway sector, research to innovate QM system in order to improve service quality and business efficiency is a necessary and urgent requirement. Therefore, “Designing the quality management model of passenger transport service (QMMPT) by railway in Vietnam” is studying to provide solutions development QM system, meeting urgent needs for the innovation of management system for railway transport (RT) in Vietnam. 2. Research purpose of the thesis Construct a framework model to orient the detailed design analysis process of QM system for PT by railway in Vietnam. 3. Research object and scope Research object of the topic: The QMMPT by railway; select current Vietnam Railways context as evidence to analyze the current status and actually survey the issues related to Passenger Transport (PTQM). 4. Scientific and practical significances of the dissertation Scientific significances of the thesis is expressed in the following aspects: Analyze the systematism, chain quality and multidimension of 2 passenger transport quality (PTQ); systemalize the theory and analysize PTQM on the different aspects to research the development of an appropriate QMM; propose the research methodogy to construct PTQM model according to system approach. Actual significances of the thesis: Analyze the actual status and set out requirements to construct QMMPT by railway in Vietnam; develop a model ensuring the high systematism and feasibility so that the relevant parties research detailed design for PTQM system. Indicator system of PTQ has high applicability in the actual QM of Vietnam Railways. OVERVIEW OF RESEARCH ISSUE A. The situation of research the development of PTQM in the world There are several research methods to develop QMM in general with 4 major trends: Theoretical model development (according to PDCA cycle, TQC, TQM, and CWQC); meeting the quality standards and/or quality awards; integration several management models in an enterprise; using analysis methods for system design to construct structural and functional model of management system to meet the actual requirements of QM. In the PT field, most research revolves the question that how to assess the quality. In Europe, assess public PTQ according to quality standards EN 13816 and EN 15140 [69],[70]; develop a mathematical model to assess PTQ according to EN13816 [58], or quality gap model of Parasuraman [64]. In China, several research applies multi-criteria analysis method combined with fuzzy logic theory to develop PTQ at railway station [61], develop assessment system for train operation diagram quality [50]. In Russia, research the development of integrated model of assessment methods for PTQ by railway [75]. In terms of research to develop PTQM model, there is a difference between goals and approaches among countries in the world according to a number of directions: Standardization (Public PT in Europe); increase technological gadgets to serve passenger (Japan Railways) [47],[67], [73]; develop intelligent transport technology (China Railways) [56], quality standardization combined with TQM (India Railways) [54]; business process analysis (Russia Railways) [65]. B. Research situation to develop PTQM model in Vietnam In terms of research to develop QMM in general with several typical research works: Develop a model gathering factors and methods to ensure the quality in production and consumption cycle of products (model of quality house, quality tree) [25]; develop model integrated by several systems and QM means in each phase of business process [16]. These 3 models bring a general principle and high generalization, have not oriented to develop typical QMMPT. In terms of development of QMMPT, the studies are very limited in number and the depth; mainly focus on the analysis direction of affecting factors to choose management oriented-solutions or current solutions to enhance quality for several aspects of PTQ [10], [15], [18], [20], [23],[34]; however, these studies have not mentioned yet how to develop QMMPT . C. Identifying issues that need to solve and research tasks of the topic Based on the analysis of research to develop PTQM on the world and in Vietnam, the thesis author has drawn some comments as follows: - On the world, with advanced technology foundation, the studies to develop QM system are not consistent with technology and business environment in Vietnam. - In Vietnam, the question that how to develop a QMMPT is a scientific issue which has not been studied intensively and comprehensively. - PTQM by railway in Vietnam has not ensured the uniformity, reducing the effectiveness and efficiency that needs to have consistent approach to develop an overall QM system; Research tasks of the dissertation On both theoretical and practical aspects, the question that how to develop PTQM system scientifically and effectively is a scientific gap that should be studied comprehensively and intensively. The research tasks set out for the thesis include: (1). The relationship between the elements of PT system with PTQ; (2) The nature, principles, requirements, and operation of PTQM; (3). Select development method for QMMPT; (4). Analyze the actual situation, identify innovation requirements of PTQM by railway in Vietnam today; (5). Design the QMMPT by railway to orient the research process to develop detailed QM system and deploy in the next phases. D. Research methods - Analyzing documents, related research works using system approach to development QMMPT; collecting current documents and texts and organizing the management of Vietnam Railways to analyze and identify goals, invovation requirements for QMMPT; Chapter 1: THEORETICAL BASIS FOR DESIGNING OF QMMPT 1.1. Passenger transport service quality 1.1.1. Passenger transport service PT is a system coordinating human activities (workers in service system), using transport means, infrastructure, capital, information and 4 other resources to meet requirements of travel of passenger in a certain space and time. According to the moving process of passenger, it can analyze service interaction chain for passenger, including services system at departure point, along the road and destination (figure 1.2). Figure 1.2. Service chain according to PT process Each mode of transport has advantages, limitations and fundamental differences of technical facilities, technological procedures, management organization of transport operation. Accordingly, the importance and influence level of elements of PT system to PTQ is also very different. 1.1.2. Characteristics of PT services PT has all general characteristics of services (intangible property of product; unstability and inconsistence in quality, cannot ensure to meet predetermined technical requirements). Specific characteristics of PT is shown in the following aspects: the needs for transport; interaction between transport system and passenger; requirements for life safety and meeting the needs arising of passenger; satisfy the needs arising; environmental impacts. 1.1.3. Concept of PTQ There are several different concepts of PTQ: (1) the entire of characteristics and features of transport products and services is represented by the system of socio-economic indicators through satisfaction level of passengers when using vehicles [23]; (2) description of PTQ by indicators system reflecting properties to measure the satisfaction of passengers and performance of PT service [69]; (3) satisfaction level of passengers by absolute comparison (satisfaction value) and relative comparision (satisfaction indicator) between expected quality and perceived quality [71]; (4) the set of elements of transport service satisfying the needs of travel of passengers [2]. Therefore, there is no unity on the assessment bases, or lack of the assessment from the perspective of passengers. It should identify PTQ according to the values received by passengers on transport quality (safety level, rapidity, convenience, and comfort for passengers), meeting Destination Transport system Passenger Departure point Transport process Service at departure point Services along the way Services at destination 5 the needs arising such as eating, drinking, entertainment, resting, etc., (referred to as accompanying services (AS) quality) and environmental protection. PTQ is the response level of the transport process and related services for the needs and requirements of passengers, while ensuring environmental and social safety. The bases to assess PTQ: Announcement of transport enterprise with quantitative factors (the safety, punctuality, etc.,); feeling and subjectively qualitative assessement of passengers (the readiness, service attitude, communication skills of staff, etc.,). 1.1.4. Quality chain and factors reflecting PTQ The PT service system includes many components, interacts with passengers during the transport, forming a chain of service process providing to passengers. Each factor or process relates with other factors in the “cause-effect” form, analyzed into 3 parts: The quality of imput; the quality of internal process; and the quality of output (figure 1.3). According to the interaction relationship between service system of PT with passegers, PTQ includes the following components: 1- Transport quality: Transport safety; meeting the requirements of transport and passenger service quality. 2- AS services quality: The extent to meet the needs arising; 3. Responsibility for environmental protection and social security ; Figure 1.3. Quality chain of PTS 1.2. Quality management of passenger transport services 1.2.1. Concept and role of quality management There are many different concepts and they agree that: QM is a set of management activities aim to create product quality to satisfy the needs of passengers and bring economic benefits to relevant parties. According to the author’s thesis, QM is a system of management principles and methods to control the behavior of employees affecting the entire production process that aims to satisfy the needs of customers and optimize production and business. 1.2.2. Principles of quality management Being oriented by customers; clearly define responsibility, ensure the uniformity and synchronization between leaders and employees; consider under system perspective; continuous improvement; management decision Input quality Internal quality Ouput quality Passenger 123 Supply Feedback 6 based on information analysis and feedback data; the role of education, training; ensure the harmony of interests. 1.2.3. Quality management of PTS PTQM is analyzed under many different perspectives: According to service structures; transport process, and PTQM process. Figure 1.9. PTQM according to process 1.3. Quality management model for PT services 1.3.1. System and system model The “system” concept and approach is created to review the order and integrity covering the individual property of each component of thing and phenomena. There are several different concepts of system, generally, a system is defined in terms of: (1) limit and structure; (2) operation process and (3) behavior. The structure is identified by the limits and interaction with the environment, elements inside and the relationships among them. The operation process of the system includes functions and interactions among elements inside and environment. The behavior shows the change and/or response tendency of the system. PTQM QM for transport QM for AS PT LT Ea tin g, dr in ki n g, et c En te rt ai n m en t, sh o pp in g, et c QM for technical facility in fra st ru ct u re TM Figure 1.7. PTQM according to service struture P assenger Business environment Process 1 Process 2 Process 3 Process 4 Process 6 Process 5 P assenger Request Feedback Strategic adjustment 7 The system model is an abstraction and generalization form of research process and results of the real system. Model is a simple and understandable representation allowing to solve the research issue of real system that ensures the necessary accuracy, while clearly convey the views, wishes and analysis results of researcher. 1.3.2. Management model and PTQM model There are many different perspectives about management model. According to the view of system, QMM is a perspective of corporate management system in terms of products/services QM; specifically describing QM operation on structure, process and behavior. QMMPT is a model describing QM operation of PT system. QMM can change when there are fluctuations in the business environment; the change of model must comply with the principles of inheritance and improvement without disrupting the current management system of enterprise. Figure 1.11. Aspects to specifically describe management model 1.4. Methods to develop QM model 1.4.1. The goal of developing QM model The goal of developing QM model is to provide scientific bases for choosing detailed design solutions of synchronized QM system in corporate management system. 1.4.2. Bases to develop QMM The bases to develop QMM: The goal of developing QMM; structure and characteristics of production and business system; characteristics expressing output quality of product; management structure and process as basis for behavior analysis; 1.4.3. Assessing the QMM QMM is analyzed and assessed on the following aspects: 1- Assess the accuracy of the homology of QMM; 2- Assess the comformity of management process with QM principles; 3- Assess the comformity of quality indicators system; 4- Assess the comformity of description techniques; 5- Assess the modernity and ability to change of the model. (Structure) (Process) (Behavior) 8 1.4.4. Selecting the development method of QMM There are many methods to develop QMM with different approaches. To develop PTQM model, the thesis applies the object-oriented analysis method in developing structure model; develop QM process and method according to funcitional analysis. Based on the interative relationship among elements to analyze behavior of management system. Sub-conclusion of Chapter 1: The management model in general and the quality management model in particular is developed in many different aspects. Although being developed by any model, the structure, principles and process of QM are operated under management cycle oriented by the goal of continuous improvement of management quality and system. Chapter 2: ACTUAL SITUATION OF QUALITY MANAGEMENT MODEL FOR PTS BY RAILWAY IN VIETNAM 2.1. Analyzing structure of QMMPT 2.1.1. Business model of railway transport service According to [27],[28],[29],[30], the PT business model of Vietnam Railways is under stratified structure among management departments to the service beneficiary as customers (figure 2.1). Figure 2.1. Business model of railway transport service in Vietnam The separation of business management of transport service components creates autonomy in business and motivation to strive for relevant parties. However, this model also causes difficulties when organizing the operation coordination among departments to provide the best service to customers. 2.1.2. Analyzing structure of management model With the goal of technical quality management, the QMMPT by railway in Vietnam is structured horizontally related to transport activities. Vietnam Railway Corporation - Technical and business management of the railway infrastructure; - Technical management and provides traction; - Management of transport operating service; - Management of provision of other support services; Railway transport enterprises - Management of the wagons use; - Business management of goods transportation; - Business management of passenger transport, luggage and baggage Customer (Renter for goods and passenger transport) 9 Basically, the horizontal structure is in line with the complexity of PT service by railway. However, it requires a mechanism of close and synchronous coordination among management subsystems to ensure the consistency and uniformity in QM. Figure 2.2. Horizontal structure of QMMPT 2.1.3. The relationship of management responsibility Business management task of Vietnam Railways is decentralized according to o