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Tickets Please

13 November, 2010 by James Lawther Leave a Comment

I use the train a lot, and I buy a lot of tickets.  The guys on East Midlands Mainline are very determined that I pay for all this travel. 1.  They have ticket checking barriers at all entrances to the platforms to make sure I have a ticket. 2.  They have train “managers” on the […]

Filed Under: Blog, Process Improvement Tagged With: bureaucracy, complexity, East Midlands Trains, poor service, revenue generation, service design

KISS

1 February, 2010 by James Lawther Leave a Comment

I bought a train ticket to London over the internet, it cost me £131.00.  I decided to pick it up at the station rather than pay to have it delivered. At 6:15 in the morning I entered my 8 digit code into the machine only to be told that I also needed to insert the […]

Filed Under: Blog, Employee Engagement Tagged With: East Midlands Trains, error proofing, information technology, poor service, video

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