Evaluating the effectiveness of the transport system in Indonesia. Контрольная работа. Менеджмент.
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In a country like Indonesia, it is
very essential that its transportation system be very efficient in order to
permit economic development. What is required would be to have efficient
planning in relation to its transportation system and efficient infrastructure
to facilitate efficient transportation which would be capable of sustaining
efficient economic growth. In this paper, there will be an analysis of facts
within the case study in order to determine the problems being faced as well as
to propose solutions and recommendations that could be implemented to enhance
the nation’s transportation system. The main issues that within the nation’s
urban public transportation system would be analyzed using the Ishikawa Cause
and Effect diagram and also the use of Pareto analysis. The likely solutions to
problems identified would be proposed using management tools like Total Quality
Management and Business Process Reengineering.
1. Key Problems Identified from Case
making an analysis of the given
case, it is observed that a number of problems seem to be apparent and these
include the presence of an increase in the population of Yogyakarta, and also
an increasing private vehicle use and the unsatisfactory state of roads of
Yogyakarta which are very congested. The public transportation system is
providing bad quality of transportation services that are making people show an
interest in using private vehicles. This is contributing to an increase in
traffic congestion problems as the increase in the number of vehicles which has
the outcome of reducing the capacity of roads in the area. In essence, the
problems could be categorized as being management, people, and environment
issues.
analysis of problems would be
carried out using the fishbone diagram in order to bring about the Cause and
Effect relationships (Ishikawa, 1968). The sole causes of issues are identified
and addressed to bring about the possible solution (Hankins, 2001). In essence,
the fishbone diagram would be a strategic tool which can provide a very logical
method of viewing problems and causes that would create or would contribute to
problems (Ishikawa, 1976), (Copi, 1968), (Gregory, 1992). The Pareto Analysis
would then be used to determine the primary causes.
.1 Cause and effect diagram Analysis
framework would be used to make an
analysis of cause and effect relationships where there would be link with the
facts of the case with the fishbone diagram (Ishikawa, 1990), (Dale, et al.
2007) and (Tague, 2004). The issues that are identified would come within the
categories outlined below:
· Policy Problems
below is a figure that exhibits the problems:
is a statistical tool which helps
the process of decision making. In essence, Pareto analysis involves making a
selection of a small amount of tasks which are likely to cause an overall
effect and is utilized to organize various data that is being collected. The
Pareto Principle is also known as the 20/80 rule, that is by carrying out 20%
of work, it is so that 80% of the advantage of doing all of the work is capable
of being generated. The main problems are bring about by a limited number of
key causes, which comprises of 20% and which has the most significant effect on
outcome. The management and controlling of these risks would be selected in
order to solve 80% of the problem. This sort of technique is such that the
causes of the problem would be competing with each other. In essence, this
method is used to make an identification of a core category under which main
principal causes would come within (Litten, 2013). below is the Pareto analysis
chart for the problems which are identified under various categories that
include “Management”, “Machine/Service”, “Other”, and “Policy” in order to make
an identification of the main causes.
1: Causes and percentage and
cumulative frequency
In making an analysis of the data
contained in the above table, it is observed that root causes of problems
within Yogyakarta’s transportation system would stem from the management of the
various transportations companies. This is then closely adhered to by
machine/service category.
3. Proposals to Solve Problems
Identified
order to address the issues that are
identified, it is apparent that business tools like Total Quality Management
(TQM) and Business Process Reengineering (BPR) are utilized. These are very
efficient methods that could be used to help address various operational
management problems.
.1 Total Quality Management
Implementation
is a very comprehensive philosophy
that includes various processes which look to evaluate and enhance quality on a
continuous basis (Anand et al, 2010). It also uses strategic data and
communication in order to incorporate quality principles into organizational
culture and activities (Ahire, 1997). It is the concept of customer
satisfaction that TQM places emphasis on and the analysis here would relate to
talk about how to enhance the quality of public transportation in Yogyakarta so
as to reduce overall traffic congestion problems. What is required here is the
adoption of TQM in order to facilitate continuous improvement of services that
are offered to members of the public (Cua et al, 2001), (Chin et al, 2001) and
Crosby, 1989). TQM is a management philosophy that can be described as being a
very efficient management of initiatives and procedures which are focused at
achieving the delivery of quality products and services (About.com - Principles
of Total Quality Management, 2013). There are a number of key principles which
are observed to be present when it comes to defining TQM and these are
discussed below. Principle 1: Executive Management - This involves member’s top
management acting as the main driver for TQM and also striving to create a
conducive environment that would ensure its success (About.com - Principles of
Total Quality Management, 2013). Principle 2: Training - Employees are required
to get regular training when it comes to methods and concepts of quality.3: Customer
Focus - The overall improvements in quality would have the outcome of improving
customer satisfaction (About.com - Principles of Total Quality Management,
2013) Principle 4: Decision Making - it is noted here that quality decisions
must be arrived at premised on well defined measurements (About.com -
Principles of Total Quality Management, 2013)5: Methodology and Tools - In
relation to this, the use of appropriate methodology and tools would make sure
that any sort of non-conformances can be identified, measured and responded to
in a way that is efficient and highly consistently (About.com - Principles of
Total Quality Management, 2013)6: Continuous Improvement - It is also necessary
that organization continuously work towards enhancing various manufacturing and
quality procedures (About.com - Principles of Total Quality Management, 2013)7:
Company Culture - in terms of the culture of an organization, this must be
focused on mostly developing the capabilities of employees to work together in
order to improve quality (About.com - Principles of Total Quality Management,
2013)8: Employee Involvement - This suggests that employees must be encouraged
so as to become proactive when it comes to making an identification and
addressing of various quality related problems (About.com - Principles of Total
Quality Management, 2013)fact is that service quality of the city’s
transportation service framework must be enhanced in order to attract an
increasing number of passengers. The fact is that cleanliness and high quality
of various transportation vehicles like buses which are fitted with new
air-conditioning facilities must be provided so as to attract road users to use
public transportation as opposed to private vehicles. In essence, there must be
an increase in the quality of transportation in order to acquire support from
commuters so as to use public transportation methods and to also increase the
overall reach, availability and frequency of such transportation. It is very
essential that public transportation modes like buses meet capacity
requirements (Lewis et al, 2006).
.2 Business Process Re-engineering
Implementation
is a very essential redesign of a
present business process so as to achieve very significant enhancements in
terms of performance measures (Rummler et al, 2009). BRP would normally involve
an analysis as well as redesigning of various workflows and processes and also
comprises of various changes in relation to operational practices (Davenport,
1993). In essence, it could also involve changes within the internal processes
so as to remove processes that are causing loss. The objective of BRP would to
be change and renew how a business carries out its activities in order to
achieve very efficient organizational performance. Improvements of service
quality in the sphere of public transportation in Yogyakarta can be achieved
through using BPR (Lon, 1994). are a number of benefits of using BPR in
organizations like those in the public transportation industry. The first of
these is increased effectiveness in the organization because employees know
about the processes to which they belong and they also have a greater sense of
responsibility. Every process if very stringently monitored under the control
of the management. The outcome is that employees would be delivering high
quality products and services to customers. The next benefit is that BPR helps
to improve efficiency through very efficient management and control of every
business process and this has the outcome of reducing the amount of time lag which
is present between different processes and which might otherwise bring about
delays (Benefitof.net - Benefits of Business Process Reengineering, 2013). This
would then have the consequence of reducing the overall time to market a
product or service to various target customers and provides a fast response to
these consumers (Rummler et al, 2009).reductions are another benefit of BPR and
when there is a very efficient management of processes, improved efficiency and
fast delivery of products to the buyers would result in the product costs being
reduced (Benefitof.net - Benefits of Business Process Reengineering, 2013) and
this would then result in cost saving for an organization during the long term
(Hussein, 2008) also produces very meaningful jobs for employees and as time
lag of product and service processing between different departments in a firm
starts to reduce because of using BPR methods, an increasing number of
meaningful tasks can be performed by employees. This would then lead to an
increase in the motivation of staff and also their overall desire to perform
very well. BPR also has the capabilities of bringing improvements in the
organizational approach and organizations that implement BPR have been observed
to enjoy an increase in flexibility and adaptability for change (Benefitof.net
- Benefits of Business Process Reengineering, 2013). This is noted to have the
impact of creating a better environment for its staff to work in and hence
generating a high level of employee satisfaction (Hussein, 2008).addition to
all the above points, BPR also helps to grow an organization and this would
then enable the emergence of new kinds of businesses inside the same
organization. It has been said that BPR is a method that is very effective when
it comes to controlling cost and also improving efficiency but its
implementation is not something that is very easy (Benefitof.net - Benefits of
Business Process Reengineering, 2013). Employees are known to be highly
resistant to this sort of change and hence it is essential to have extensive
support from members of the top management (Hussein, 2008). use of BPR in this
instance would comprise of making a review of the various processes involved
and which have a role in providing the end service (Champy, 1995). This sort of
technique can be used to take away non functioning processes in the company and
to allow for the adoption of new processes which are required to help improve
the performance of an organization (Davenport et al, 1990). This might comprise
of removing certain process in the organization or changing how things are done
in the company using a new method or technique (White, 1996). In this instance,
it is essential that BPR is implemented in order to continuously monitor the
system to address any sort of resistance to change which might arise
(Benefitof.net - Benefits of Business Process Reengineering, 2013). The BPR
approach is capable of being used here to solve problems that are apparent
within the processes, procedures, policies as well as methods that are adhered
to by the Indonesian transportation industry (Rummler et al, 2009).
.2.1 Implementation of Business
Process Reengineering in the Yogyakarta Public Transportation System the
section below, there would be a presentation of various BPR principles. These
comprise of the following:
· Organizing around
outcomes (Hussein, 2008)
· Linking parallel
activities within the workflow as opposed to a mere integration of results
(Hussein, 2008)
· Placing the
decision point precisely where work is being carried out and to implement
control within the process (Hussein, 2008)
· Integration of
information processing work towards becoming real work which is capable of
producing information (Hussein, 2008)
· Treating
geographically dispersed resources in a way that suggested they are centralized
(Hussein, 2008)
· Identification of
organizational processes and to prioritize them in such a way that it shows
urgency of redesign (Hussein, 2008)
· Gathering data at
the source (Hussein, 2008)BPR method that is selected to be implemented in the
Yogyakarta public transportation would be the consolidated methodology and this
is discussed in detail below.
.2.2 The Consolidated
Methodologyselected method is known to have the capability of providing a very
well structured approach and also to facilitate understanding (Abrahamson,
1996). The fact is that Yogyakarta public transportation system required their
information technology management system to be improved and become more
modernized so as to enhance the overall service quality which is being offered
(Malhotra, 1998). For instance, a new information system that facilitates
ticketing is capable of being introduced so as to enhance the process of
ticketing in order to make it more efficient and fast (Ponzi and Koenig, 2002).
The use of information systems would also help in the management of change of
the organizations business process and this is being done by communicating
about change to everyone in the organization (Hussein, 2008) and (Thompson,
1969). Outlined below are steps that would be adopted so as to facilitate the
process of implementing BPR.
.2.2.1 Making Preparations to
Introduce Reengineeringthis instance, there must be a review done on
restructuring work methods as well as taking into account environmental changes
which serve to act as a motivation for restructuring (Loyd, 1994). There must
then be a development of guidelines for project restructuring. After that,
strategic objectives should be developed in order to make sure that
restructuring efforts would repeat. There should then be a drafting of
statement of the requirements of public transportation (Hussein, 2008).
.2.2.2 Mapping and Analysis
Processesphase relates to the development process and the BRP program would
involve a complete restructuring of the administration in the organization and
to make an analysis of the organizational structure, a redefinition of the
system and utilization of the most appropriate modern technology. is also an
identification of various legal requirements that are placed on the system
(Abrahamson, 1996). would then be an analysis of the requirements to use
information technology in order to help in the development of service, to make
an analysis of managerial requirements of service and to know the correct
timetable of service delivery (Johansson, et al, 1993). There must be an
analysis carried out on the requirements of the fleet of buses that must be
enhanced and to make an analysis so as to review the wage structure of bus
drivers (Leavitt, 1965).
2: Map and Analysis
of the processes (Hussein, 2008)
.2.2.4 Implementation of
Reengineered Processwould now be a discussion of the implementation of the
reengineered process in the headings below.
.2.2.4.1 Organizational Redesigncan
be a number of enhancements which are brought about to the overall quality of
Yogyakarta’s bus transportation service and hence there is a requirement that
improvements be made to it (Hansen, 1993). The first of these involves a
thorough reorganizing of the Indonesian bus industry and this would involves a
proper and equal redistribution of power among parties that are involved so as
to generate healthy competition and this has the outcome of making prices of
transportation services become more competitive and hence more affordable to
consumers (Hussein, 2008). The presence of a monopoly of operators within the
licensed routes as well as monopoly by cooperatives that act as intermediaries
between ORGANDA and the Indonesian Government must be eliminated as they are
acting to restrain positive change. It is essential that the government remove
this monopoly and to help make the industry become more equal and non
oppressive to consumers. There should be an implementation of a system that
comprises of the government, various cooperatives, local operations and ORGANDA
and there must be an equal balance of power among these parties and this would
help to enhance the standards of public transport in the nation. It is
essential that monopoly of various cooperatives and operational local owners be
reduced significantly (Abrahamson, 1996).
.2.2.4.2 Regulation Changefact is
that changes in the organization would also bring about changes in the present
regulatory policies and practices within the industry (Hammer and Stanton,
1995). DISHUB is the sole regulatory agency and must be given considerable
amount of power to enable it to effectively monitor and also regulate the
Indonesian transportation system. There must be a framework implemented which
requires that existing operators only be grated a license if they have
satisfied certain criteria such as upgrading their vehicles etc. There must
also be changes made to how drivers are compensated. Also regulations must be
implemented to prevent unscrupulous monopolistic activity in the industry
(Hussein, 2008).
.2.2.4.3 Infrastructure
Planningelements of infrastructure planning should also be addressed here
(Hammer and Champy, 1993). In essence, it would involve enhancements introduced
to enhance the conditions of the present road network, to reduce the costs of
transportation as well as to provide enhanced regional accessibility. It is
also suggested that there be development of bike line along roads as well as
enhanced facilities that cater for pedestrians and cyclists. In addition, there
should also be an integrated network that is specifically meant to cater for
pedestrians as well as various other non-motorized vehicles (Hussein, 2008).
.2.2.4.4 New Managementuse of BPR
required there be enhancements carried out so as to improve the management
practices by making it adopt a number of recommendations (Hammer, 1990) and
these include increasing the level of competition of medium bus transportation
service operators so as to make the service to be offered at lower costs and with
higher quality, to make a review of regulations on public transportation
operations as well as to make a review of regulations that are connected with
financial mechanisms and tariff setting mechanisms relating to Yogyakarta’s
public transportation. Another recommendation is for improvements to be made to
efficiency and quality of the industry’s procurement process (Hussein, 2008).
.2.2.4.5 Licensing Processit comes
to licensing, there must be efficient standards which are set to license bus
drivers. It is essential that the licensing system be improved and licenses
must be given by the government only when a bus satisfies the criteria set out
by public transportation authorities (Hussein, 2008). The government must also
provide a subsidy to help restoring the overall quality of buses. Also, it is
very essential that bus drivers be in conformance to various rules and
standards that are set in order to enhance the public transportation system’s
overall efficiency (Guha et al, 1993).
.2.2.5 Continuous Improvement of
Processesis only via continuous improvements that a restructuring can be
successful (Greenbaum, 1995). There is a requirement to monitor results and
progress of action. In relation to progress of action, this is measured using
the vision of long-term planning (Hussein, 2008). There must also be a
continuous monitoring of results so as to encompass measures like customer
perceptions, staff perception and also supplier responsiveness. There must also
be a reviewing of the team’s performance. Steps must also be taken in order to
enhance the operations continuously using a performance sequence mechanism,
utilization of problem solving skills etc (Dubois, 2002).
number of suggestions can be made
here in relation to enhancing the performance of the public transportation
system in Yogyakarta. There are discussed below.
.1 Lowering Costs of Public
Transportation
is essential that costs of using
public transportation in Yogyakarta be reduced so as to attract customers.
Where prices are high, it is unlikely that people would trade private
transportation over public transportation. The ticket fare prices should be
reduced especially when it comes to rush hours so as to attract commuters to
use public transport. Prices can be reduced where there is a government subsidy
on petrol and the lowering of fuel prices for public transportation would help
to lower prices of bus fares.
.2 Advancing the Importance of Using
Public Transportation
government must take proactive steps
to motivate Indonesians to show a preference for public transportation over
private transportation and the awareness of the benefits of using public
transportation can be communicated to public via the use of electronic and
print media. The information contained within these advertisements should
communicate to public the benefits which they would enjoy if they use public
transportation, such as the cost savings, reduction in environmental pollution
and a reduction in traffic jams through less cars being on the road. These advertisements
should also communicate the disadvantages of using private vehicles such as the
pollution caused by vehicles that would damage the environment and which would
then affect the lives of people living in the city.
4.3 Replacing the Manual Ticketing
System
is suggested that manual ticketing
be removed from the public transportation industry and be replaced by automated
ticketing. Instead of having customers queue up in counters where tickets are
issued by an employee of the company, it is more efficient to have a ticket
dispensing machine that can produce a ticket fast and efficiently. An automated
ticketing system would be one that is user friendly, secure and highly
interactive. The benefits which the use of a machine like this can provide to
passengers is quite high and these includes offering passengers with very
optimal transaction time, it offers consumers to pay for a ticket using a
variety of methods like coins, bills, credit cards and smart cards. When it
comes to operators, the benefits include reliability, resistance from
vandalism, minimization of reloading operations, coin recycling with high
capacity and convenience maintenance. Costs are also saved from not having to
hire staff to sell tickets at counters like is it when doing manual ticketing.
In the analysis carried out here,
what is observed is that Yogyakarta’s public transportation system is very
inefficient and a number of challenges are present within its framework that
seems to hamper its progress. In addition, the lack of efficiency of the system
makes Indonesians show a lack of preference for using public transportation and
prefer using private transportation and this contributes to an increase in
traffic congestion and environmental pollution. A very essential role is played
by Indonesia’s transportation system when it comes to enhancing overall
economic development. The government of Indonesia has the responsibility to
bring about positive reform in Yogyakarta’s urban public transportation system.
There is a requirement to enhance the present public transportation
infrastructure in order to make it have the potential of attracting a larger
number of commuters. The change from private to public transportation by these
people would help to reduces the environmental damage and traffic congestions
that is presently affecting Yogyakarta. In the research carried out here, there
was a measurement and evaluation of problems facing the city’s transport
infrastructure. A number of management solutions were taken into account and
after making an evaluation of these methods, the decision was made to use TQM
and BPR in order to solve the problems identified within the case study. BPR
was used to provide effective solutions to various causes of problems as
identified using the cause and effect analysis. The main problems that were
identified include management related problems that mostly stemmed from
operations management. The use of a Pareto Analysis helped to resolve major
issues. In essence, the use of BPR was the best solution to solve the problems
of bad quality of Indonesia’s public transportation system. There were also a
number of recommendations made to help improve the efficiency of the country’s
public transportation system.
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