Monday 21st December, 2009

Seems to be a quiet morning as Xmas week gets under way. Decide not to risk waiting for delayed fast train & catch stopping service again.

Longer journey gives me time to reflect on the impact of the new, improved restricted timetable after its first week in operation. I conclude that it can be considered both an abject failure and a complete success.

How can this be?

Well, from a customer's perspective it seemed a total failure. I'm pretty sure there were fewer services scheduled and the timetabling was more erratic. Continuing delays, cancellations, even more overcrowding (if that was possible) and unreliability (I experienced 2 train failures in 10 journeys). The misery continues.

On the other hand, from FCC's perspective I suspect it has been an almost complete success. They may have had increased volume of incoming email, but since I suspect they have set their email system to automatically delete all messages after assigning them with a case reference number this should not have been a great invonvenience. I would guess there has been no dip in revenues since there is no real alternative for the customer and I can only assume that running fewer services, and having no need to pay overtime to drivers must also mean lower costs. Picture the scene - its FCC’s December board meeting:

Item 1, Financial Performance:
Finance Director ‘I can report that ‘Operation Shaft’ seems to be working. We have managed to maintain revenue whilst reducing operating costs thereby increasing our profits for the 4th month running.’
Managing Director ‘Excellent work, well done everybody.’

Item 2, Customer Satisfaction:
Customer Services Director ‘Well I can report that the level of customer complaints increased for the 4th month running.’
MD ‘Excellent work. Proof that ‘Operation Shaft’ is working. The worse our service gets, the better our profits. Well done everybody. Just wait 'till I tell the First Group Board’

Item 3, ‘Operation Shaft’ Next Steps:
MD ‘Right, we’ve done over the drivers, and the customers, can I suggest, Mr Customer Services Director, that we implement phase three of ‘Operation Shaft immediately.’
CSD ‘Remind me ...’
MD ‘Closing the Customer Services Department you fool. Just get them to set up that automatic email response thingy, oh, and draft the responses to the next online ‘Meet the managers’ session before you go. There’s a good chap. Oh, its a face to face session, well just hire the same muppets we sent to the last one.’

Item 4, Managers’ Xmas Bonus ......