Establishing a Starting Point

When embarking on any change management programme it is always good practice to establish a base line before any changes are made. This baseline survey can serve four purposes, it will:-

• allow proper targeting of investment • allow measurement of effect of change • assist in moral of those implementing change • ensure that new issues are kept separate from original plan and budget

Targeting Investment

There are many areas of any public transport system that can cause passenger dissatisfaction all of which need to be monitored to ensure that service being provided meets, and where possible, exceeds, performance level targets.

Issues that can be of concern to passenger include:-

- safety and security - punctuality - fares and ticket types - capacity and overcrowding - quality and design of vehicle - cleanliness - facilities at stations and terminals - facilities for passengers with disabilities

Often limited resources and budgets means that investment needs to be carefully planned and properly targeted.

Passenger surveys allow operators to identify those areas that are of most concern to their customers. Through analysis of passenger feedback operator will be able to ensure that their improvement and investment plans are inline with passenger demands and concerns. Issues can be classified into high and low priority, as well as long and short term plans.

Some capital investment such as building of new terminals, runways, laying new track or upgrading air traffic control or rail signalling equipment may take years to implement. However, initial survey is also likely to identify some high profile areas that can be implemented almost immediately at a relative low cost.

Measuring Change

From having established a comprehensive programme from an initial survey objectives for running periodic surveys are twofold.

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Meeting your mate Let’s start with meeting right person. Whether you are at Poly Dolly, or alumni still kicking it around town, meeting right person is all about location. Yes like that old business cliché, where you go will dictate who you’ll meet. So if you are a lonely student, then go and spend some time downtown at Uptown Espresso, or hang out in University Union.

If you want to break ice, play it cool. When dealing with college students in a casual atmosphere, ask questions like “What are you studying?” Basically, take some time to introduce yourself, and start making connections. Don’t be surprised to find out that you are both taking intro to bowling next quarter, or maybe you both are in ski club. Speaking of clubs, joining organizations like ski club will help you meet like minded people. The secret to meeting someone you have something in common with is by going out of your way to join some new groups, a new class, and saying “Hello”.