Ensuring Service Quality within Internal Environment of Railway Transport and the Role of Diagnostic Tools
[For the English full text of the article please see the attached PDF-File (English version follows Russian version)].To increase the level of customer focus, it is necessary to improve the quality of transport services in the transport market using modern technology and engineering tools. The objective of the research was to describe and to analyse a model of interaction between transport service enterprises, based on satisfaction of mutually beneficial needs and responsibility of stakeholders in the transport market. To achieve this goal, the authors used general scientific and economic research methods. The study focused on the quality system of transport services within the internal environment and on the concept of customer focus for railway transport. A model of interaction of business units within the internal transport service environment was developed, It was used to identify the interests and responsibilities of the parties (both consumers and providers) using the example of a locomotive complex of JSC Russian Railways. The considered interaction model will increase the efficiency of the use of the locomotive fleet without increasing the model range. It was also revealed that one of the factors affecting the level of quality of transport services is a set of diagnostic tools providing high quality of the transportation process, reducing unproductive losses, increasing the efficiency of operations of all units involved. The evolution of diagnostics tools is presented in a table.