Case Name :      Chartered Speed and the Bus Rapid Transit System

Authors :           Debjit Roy, John Joy, Vaibhav Malhotra

Source :             Ivey Publishing

Case ID :            W15119

Discipline :        Operations Management

Case Length :    14 pages

Solution Sample availability : YES

Plagiarism : NO (100% Original work)

In June 2014, Chartered Speed Private Limited, the contract provider for the much acclaimed Bus Rapid Transit System of Ahmedabad, India, would like to improve customer service in order to position itself strongly during upcoming contract renewal talks with Ahmedabad Janmarg Limited, the municipal body responsible for the system. Buses arrive at the company’s workshops during the night for daily repairs and leave the next morning for their scheduled runs. However, given time and resource constraints, bus departures may either be delayed or buses may have to leave the workshop without the scheduled repair operations. Moreover, there is a long list of deficiencies with the buses or drivers and of incidents, such as accidents or breakdowns, that can result in financial penalties to the company. How should maintenance activities be designed to minimize the penalty losses and guarantee high customer service levels?