1. The Service quality of Tainan train station Teacher ： James Stanworth Student ： 4900F006 Ann 4900F045 Cora4900F039 Doreen 4900F028 Clair 4900F021 Afra Date ： 2005.05.27

2. Catalog Aims Ann; Cora; Afra; Doreen; Clair Method Introduction Tainan Train Station what is Flower of service? what is flow chart? Findings Flower of service Service design—Flowchart Problem &Advice Conclusion

3. Ann; Cora; Afra; Doreen; Clair Background to the business—Tainan Train Station Called the post of Tainan according to period on day at the railway station of Tainan. The initial station room was built in May of 1900, and it was a building of a foreign style.

4. Ann; Cora; Afra; Doreen; Clair Background to the theory—what is Flower of service? Facilitating Services Information Order Taking Billing Payment Enhancing Services Consultation Hospitality Safekeeping Exceptions

5. Ann; Cora; Afra; Doreen; Clair Background to the theory—what is flow chart? Service design is a complex task that requires an understanding of how the core and supplementary services are combined to create a product offering that meets the needs of target customers

6. Ann; Cora; Afra; Doreen; Clair Aims Let train management understand require of customer. Show what the service delivery system is for the train station. Let train management understand the advantages and defects of the service in the train station. According to the analysis, give suggest to the train station how to improve the level of the satisfaction customer.

7. Ann; Cora; Afra; Doreen; Clair Method We check through midterm report before. We went to the train and buy tickets. We ask about train management and suggestion of customer. Understand all buy tickets process and take down. Made flow chart and flower of service of the flow chart. Analyze processes of buy tickets problem. Analyze processes of flower flow chart. Arrange the conclusion and suggestion.

8. Ann; Cora; Afra; Doreen; Clair Findings Facilitating services Core Information Payment Billing Order Taking Information Order-Taking Billing Payment

9. Ann; Cora; Afra; Doreen; Clair Findings Safekeeping Core Consultation Hospitality Exceptions Consultation Hospitality Safekeeping Exceptions

10. PUSH Ann; Cora; Afra; Doreen; Clair Enough parking space w F1F1 F2F2 Temporary parking lot Policeman Other cars Find parking space Act 1 TimeLine

11. Ann; Cora; Afra; Doreen; Clair Attendant Waiting room seat Multimedia Pick a number for quireing Clean the seat w Window Indicator board Waiting room seat Line up

12. Ann; Cora; Afra; Doreen; Clair Attitude kind of attendant Understand Quick reply Attitude is bad Train Timetable Announcement is clear and accredit Staff have the knowledge to answer customer question w F3F3 Question PUSH

13. Ann; Cora; Afra; Doreen; Clair Refer to Date, Time, place Check Availability Capacity/Reservations Orders and billing Train report Inventory/Purchases Databases

14. Ann; Cora; Afra; Doreen; Clair Quick movement Confirm ticket’s information Attitude Quick movement Uniforms is clear Decide to buy w

15. Ann; Cora; Afra; Doreen; Clair Capacity/Reservations Orders and billing Train report Inventory/Purchases Databases Confirm Date, Time, place Insert Booking Maintain System

16. Ann; Cora; Afra; Doreen; Clair Correct calculate Correct ticket Attitude Quick movement Ticket Return money Windows ； service people Payment and take ticket w F5F5

17. Ann; Cora; Afra; Doreen; Clair Capacity/Reservations Orders and billing Train report Inventory/Purchases Databases Cash Qiue ticket Receipt money& customer take ticket

18. Ann; Cora; Afra; Doreen; Clair w F4F4 Information of waiting Seat Multimedia (TV) Waiting Seat Dustbin Multimedia (TV) Left luggage lockers TV Act 2

19. Ann; Cora; Afra; Doreen; Clair Maintain Facilities

20. Ann; Cora; Afra; Doreen; Clair Cleanliness Supplies Often cleaned Use restroom Restroom Clean

21. Ann; Cora; Afra; Doreen; Clair Inspect frequently Maintain and clean Restroom supplies storage Supplies purchase/delivery

22. Ann; Cora; Afra; Doreen; Clair w Telephone vending machine cleaner Attendant Platform

23. Ann; Cora; Afra; Doreen; Clair Punch the ticket

24. PUSH Ann; Cora; Afra; Doreen; Clair w On time take care passenger’s safe Train coming-in station Attitude Train Act 3

25. Ann; Cora; Afra; Doreen; Clair Capacity/Reservations Orders and billing Train report Inventory/Purchases Databases Broadcast of Computer sound Information of the train arrives Maintain Facilities

26. Ann; Cora; Afra; Doreen; Clair w F6F6 Attendant direct Passengers Line up to get on the train Train carriage has a clear number

27. Ann; Cora; Afra; Doreen; Clair Capacity/Reservations Orders and billing Train report Inventory/Purchases Databases F7F7 keeps order Confirm to passengers in safe to get on the train. Arrange attendant

28. Ann; Cora; Afra; Doreen; Clair w Time Attitude Train leave station Train

29. Ann; Cora; Afra; Doreen; Clair Capacity/Reservations Orders and billing Train report Inventory/Purchases Databases Confirm time and press the alarm bell Confirm leave station and communication system

30. Ann; Cora; Afra; Doreen; Clair Problem &Advice problem F1 ： Only temporary parking F2 ： Not enough parking space suggestions To cooperate with business, customers have more temporary parking F3 ： Bad attitude F5 ： Long queue Superintendent can hold employees of discipline on a regular time schedule, keep service base F4 ： Multimedia equipment not enough F6 ： Customers are not kept in order Increase equipment, let customer Can reconcile bored in wait for train.

31. Ann; Cora; Afra; Doreen; Clair Conclusion Propose that a railway of Taiwan can put out the scheme of promoting, develop the new traveler, and stabilize the old customer. END