Strategies for Improved Servicing of the Customers: Case of Ghaziabad Goods Shed of the Indian Railways

Abstract

The Ghaziabad (GZB) goods shed was one of the top rail goods handling points in the National Capital Region (NCR). The growth was expected to be robust in the forthcoming years, since GZB and Noida were high growth districts in the Uttar Pradesh part of the NCR. GZB goods shed was one of the fifty high traffic sheds identified for improvement, as part of the Indian Railways (IR’s) Mission 900 mt loading.

The paper provides a comprehensive description of GZB goods shed, including facilities, traffic flow, customer interface, processes, etc. In this context, the paper raises questions regarding (i) main concerns in GZB goods shed as viewed (a) by customers and (b) from IR’s perspective, (ii) analytical support for customer service improvement provided by demurrage (wharfage) data, (iii) operational, process and infrastructure improvements at GZB, (iv) long term improvements, and (v) need for perspective changes.