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Railways is mulling a proposal to have undercover sleuths manning railway stations and trains to check for anomalies in the services offered by the national transporter, a senior official said here today.
Called, "Mystery shoppers" they will look like normal passengers but will keep a keen eye on the amenities - food, staff behaviour, and quality on trains and at stations - and
rate them on their performance. This system was developed in the early 20th Century in the US and the UK by firms wanting to evaluate standards being maintained by employees. Now,
it is the chosen method of big companies to rate their services from the standpoint of consumers. "This is one of the many proposals that are being currently considered by the
railway board to monitor our services. The details are yet to be finalised," the official said. The "mystery shoppers" will have set parameters by which they will rate the amenities by
interacting with passengers, staff members and other officials and submit a report based on their findings, the official said. The official said the board is in the process of deciding if
the Quality Council-of-India can be roped into carry out the "shopping" and if NGOs and other civil society groups can also be engaged for a fee for the purpose. The identity
of the mystery shopper will not be revealed at any point to field officials in order to ensure that transparency in the process is maintained, the official said. Hong Kong-based branches
of Punjab National Bank and Indian Overseas Bank have been put under enhanced supervisory oversight and barred from proactively soliciting customer deposits by the Hong Kong Monetary Authority as the capital
adequacy ratio of the two lenders fell below the regulatory requirements. At the end of March, 2018, total capital ratio as per the Basel- III norms declined to 9.20 percent for
Called, "Mystery shoppers" they will look like normal passengers but will keep a keen eye on the amenities - food, staff behaviour, and quality on trains and at stations - and
rate them on their performance. This system was developed in the early 20th Century in the US and the UK by firms wanting to evaluate standards being maintained by employees. Now,
it is the chosen method of big companies to rate their services from the standpoint of consumers. "This is one of the many proposals that are being currently considered by the
railway board to monitor our services. The details are yet to be finalised," the official said. The "mystery shoppers" will have set parameters by which they will rate the amenities by
interacting with passengers, staff members and other officials and submit a report based on their findings, the official said. The official said the board is in the process of deciding if
the Quality Council-of-India can be roped into carry out the "shopping" and if NGOs and other civil society groups can also be engaged for a fee for the purpose. The identity
of the mystery shopper will not be revealed at any point to field officials in order to ensure that transparency in the process is maintained, the official said. Hong Kong-based branches
of Punjab National Bank and Indian Overseas Bank have been put under enhanced supervisory oversight and barred from proactively soliciting customer deposits by the Hong Kong Monetary Authority as the capital
adequacy ratio of the two lenders fell below the regulatory requirements. At the end of March, 2018, total capital ratio as per the Basel- III norms declined to 9.20 percent for
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