Railway Minister Suresh Prabhu’s grievance redressal system for the passengers on a real-time basis will become subject of study at IIM-Ahmedabad.
Prof. Sunil Maheshwari of IIM-Ahmedabad, who teaches human resources management, said:
“The use of social media for customer services by such a mega organisation like the railways is wonderful and unique. The whole world can learn a lot out the experiences of the Indian railways. We are keen to study the operational details of the whole exercise involving the social media to connect with onboard train passengers.”
Prabhu, who began responding to passengers’ distress messages on his Twitter handle, has now put up a dedicated cell to coordinate the grievance redressal.
Further, he ordered all general managers (GMs), divisional railway managers (DRMs), senior officials in the Railway Board to be on Twitter and their handles have been publicised for passengers to connect with them.
Earlier, IIM-A had studied ways by which former Union Railway Minister Lalu Prasad ‘turned around’ the railways. Guess they would be doing a worthwhile study now.