“Portrait” of an employee — a tool to ensure the quality of services at railway stations

The purpose of the study is to improve the quality of services aimed at the client of railway stations, which is an integral part of the quality of services provided along with the technical and functional component. The task of providing high-quality services and their attractiveness in the context of the dynamic development of the transport business and competition between carriers is being solved.

A “portrait” of a railway station employee has been compiled, which can be used as a practical tool for creating and implementing a system of staff motivation, improving the quality of training, staff competence, staff loyalty to the development direction of Russian Railways (due to the coincidence of internal staff needs), improving the quality of services provided, the development of new services at railway stations, and the improvement of customer satisfaction at railway stations.

Cause-and-effect relationships, simulation modeling, algorithmization, data analysis, block diagrams, etc. are used.

The solution of the main problem is considered — a tool is found to ensure the quality of services at railway stations. A “portrait” of a railway station employee was compiled, taking into account the characteristics and the required level of quality services. The needs of customers using the services of railway stations are taken into account. The types of personalities that are most suitable for employment and further development in the management of railway stations are identified.

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