NederlandsFor several projects Henk van der Werf has taken the role of project manager. This was a logical step to round off his varied career, during which Henk van der Werf had the opportunity to get to know the NS organization from practically all perspectives. "Apart from conductor and engine driver, I have experienced nearly all positions from ticket-clerk and signalman to traffic-controller."
When the computer was introduced to the NS organization, Henk van der Werf focused more on that side of the business. "I was involved in the introduction of automation solutions within the NS at a fairly early stage, especially in the planning area. This is how I got acquainted with Quality Online.
Registration of safety measures
NS Reizigers deploys Quality Online since several years for the registration of safety related matters. This system was named Remon. QLP (Quality Logistiek ProRail) is the basis for various derived systems that NS Reizigers has implemented together with ProRail. The essence of the different systems is the registration of errors during the execution of the day to day business, with the goal to identify and deal with the cause.
"For example, in the communication between NS Reizigers and ProRail, as far as travel information is concerned", says Henk van der Werf. "NS Reizigers and ProRail work very closely, when it comes to controlling the daily train traffic. The Local Planning departments of NS Reizigers inform ProRail on a daily basis as to which adjustments are necessary in the planning. ProRail incorporates this information in the daily train schedule."
"The problem in this process was, that there was not a good registration method of errors in the communication between the two companies. The management of both NS Reizigers and ProRail wanted to have more insight in what went wrong and how often, in order to be able to tackle the problem. For this cause, a Quality Online tailor-made solution was developed and implemented."
Support in the organization
"An important aspect of this project was to create support in the organization", explains Henk van der Werf. "People are not eager to fill in complicated forms, in order to register each error. That's why the registration form had to be as efficient as possible. The requested management information was used as a basis for this. By indicating exactly which information should be included in the reporting, we were able to identify which information should be filled in on the forms."
The set-up of the final form took about half a year. This extensive preparation paid itself amply by creating support in the respective departments.
Within half a year, Henk van der Werf introduced the registration system to all departments throughout The Netherlands, spread over 12 traffic control posts and 5 Local Planning departments. The employees welcomed the system with much enthusiasm and satisfaction.
Inspiration for new applications
The introduction of this system for travel information then inspired then the leaders, who operate from the same locations, and their management, to develop a registration system for errors.
The applications of Quality Online had clearly demonstrated their usefulness in the organization of NS Reizigers. Therefore, the threshold for a new system was already a lot lower.
"The Local Planning provides information about the route and the planning, which trains have to follow. In this process there was also a lack of good registration of errors in the delivery of information. With the introduction of the newest system, called Prisila, this problem was tackled. When the route of the train should have been planned differently, or when insufficient material was available, this is now clearly recorded, indicating the reason."
"In the design and implementation of NS Reizigers, Prisila could draw from the accumulated knowledge and experience, gained from previous projects. Thus, the use of Prisila is not so much 'boarded up' as in previous projects. This will improve the user-friendliness. As for the workflow, the standard workflow of Quality Online has been chosen. The customization is in the details, such as the used names and classification of the steps."
Management information as starting point
The basis of both registration systems is the desired information from both managements. To generate the reports, Crystal Reports from Business Objects is being used. With this tool, the desired reports are automatically generated periodically for the management. The reports are developed in cooperation with Quality Online.
Due to safety and because of the use by both Railways and ProRail, has been chosen to host the applications by Quality Online.
Final stage
Looking back on the last 2 projects, Henk van der Werf is amazed about the quick and successful implementation. "Usually such a process requires years, not only because of the complexity of the processes, but also because of the necessary discretion of the two parties. However, the implementations of the Quality Online systems went quickly. The preparation did take a lot of time, because it was done very carefully. But then everything went smoothly. "
Henk van der Werf is also very pleased about the cooperation with Quality Online. "The consultants are always very helpful. Like the service desk anyway, always with clear advice and solutions."
The implementation of Prisila is approaching its final stage, where the system will actually be in use. Henk van der Werf will not execute the final deployment himself anymore. He will enjoy his well deserved early retirement benefit. "On the one hand, I regret that I cannot entirely complete this project myself. On the other hand, the prospect of freedom and the ability to organize my own time is also something to look forward to. By all means, now I can enjoy this with peace of mind, knowing that my knowledge process is recorded in the system and that there is a good successor. "
About Dutch Railways
Within Dutch Railways there is worked closely with the shared mission: reliable and customer-friendly passengers transport by rail. That's why one of the key issues of NS Reizigers is the improvement of quality and service. More than 11,000 employees ensure that trains run on time, that adequate and comfortable material is available, that travelers can buy a ticket and that good service, information and appropriate care is given in case of disorders.
About ProRail
ProRail takes care of sufficient capacity, reliability and safety on the railway. As a rail infrastructure manager, the field of activity extends to over 6,500 kilometers railway. To master the daily traffic of 1,2 million passengers and 1000,000 tons of goods, efficient use of the railway is essential.