Seoul Line 9 operation

About Company

We focus on not only quality control regarding maintenance of train service but also differentiated customer service and comfortable space from the ‘customer-oriented’ viewpoint.

VISION

Faster and Safer, ‘Citizen’s foot, Line No.9’ Reinforcement of safety control Reliable and safety train service Safety control of workplace Reinforcement of emergency MGMT Reinforcement company capability Stabilized labor-MGMT relations Improvement of employee capability Establishment of performance measurement system. Impressive Customer service Setting up customer-oriented metro environment Installation of user-friendly facility Reinforcement of customer communication

Faster and Safer, ‘Citizen’s foot, Line No.9’ Reinforcement of safety control Reliable and safety train service Safety control of workplace Reinforcement of emergency MGMT Reinforcement company capability Stabilized labor-MGMT relations Improvement of employee capability Establishment of performance measurement system. Impressive Customer service Setting up customer-oriented metro environment Installation of user-friendly facility Reinforcement of customer communication

Impressive Customer Service

GFC service citizen monitoring
  • We improve operation system of Line No.9 based on the 25 citizen monitors’ opinion

Performance of processing monitors opinion (2017yrs) Application : 319 cases(49%) Long-term consideration : 30 cases (5%) Refection : 300 cases (46%)

Performance of processing monitors opinion (2017yrs) Application : 319 cases(49%) Long-term consideration : 30 cases (5%) Refection : 300 cases (46%)

Meet the Manager’s Day

(2017)Meet the Manager's Day

  • Special 1 on 1 customer communication event CEO & management participate in.
  • We performed 'Meet the Manager's Day' once in 2017 and improved service quality through improvement of facility etc. based on 250 customers' opinions
Citizen visiting program

Meet the Manager’s Day Flow Chart - 1.Planning / PR 2.Practice 3.Analysis of result 4.Feedback

Meet the Manager’s Day Flow Chart - 1.Planning / PR 2.Practice 3.Analysis of result 4.Feedback

  • Step1. Planning / PR

    • Planning : Selection of questions and event location
    • Posting event poster
    • PR Pop-up banner on the homepage
    • Event announcement in the train and satation
  • Step 2. Practice

    • Setting up the event location
    • Communication with customer
    • Giving free gift
  • Step 3. Analysis of result / Aciton

    • Analysis of questionnaire
    • Improvement of system and facility
    • Announcement of result for customer
Citizen visiting program

Customer Care Center
  • We operate customer care center for improvement of customer inconvenience and curiosity relief.
  • When we receive any question, we try to reply promptly, but if we need time to consider customer opinion, we reply in 7 days.

Phone call / VOC(homepage) / Groupware / Station / Transferred complaint, Unification ofo receiving customer opinion, Customer Care Center 02-2656-0009, www.metro9.co.kr - Reply by Customer Care Center - Completion of handling customer opinion / Transferring Customer opinion - Relevant team, Relevant organization(Outcome of the review is transferred to Customer Care Center) - Completion of handling customer opinion

Lost and Found Center
  • Operation time : 06:00~24:00 (23:00 on Saturday and holiday)
  • Location : Dongjak station
  • Lost and Found Procedure

01 Acquisition Posting lost property on internet homepage with photo in real time by CSO, Everyon can check lost property on internaet homepage 02 Transfer : Transfer to owner in the station directly (in case of being able to identify owner), Transfer to Lost and Found Center (in case of not being able to identify owner) : Posting lost property on internet homepage for 5 days under the law of lost property and regulation of Line No.9 : Perishable property such as food is discarded 03 Handling : Lost property without owner is transferred to Dongjak Police Station * Under the law of lost property and regulation of Line No.9, Lost property transferred to police station is put up for public sale

Reinforcement of Safety Control

OCC-oriented total risk MGMT System
  • When emergency situation occurs, OCC, Headquarter and all field staff can share the information about the situation through TRS system
  • We can control any emergency situation under the ‘Line No.9 SOP’

Occurrence of Emergency situation / OCC(CSO, Alarm system, Maintenance staff, Customer Care Center)-Sharing information(CSO, Security Officer, Maintenance Staff)

MMIS (Man-Machine Integrated System)

All facilities and equipment of Line No.9 are registered in MMIS program. We can check all records of mal-function and mechanical fault with this program and maintain all facilities and equipment promptly for safe metro operation.

4 step Prevention activity for on the job accident

01 Preliminar inspection : Preliminary inspection for site, Safety traning for employee 02 Inspection before Work : Examination of working plan, Danger predication traning 03 Site inspection : Pre-review for unsafe factor, Ordinary check for compliance with safety regulation 04 Evaluation : Implementation for Zero-Accident Cam-paign, Further traning of pre-vention for on the job accident

01 Preliminar inspection : Preliminary inspection for site, Safety traning for employee 02 Inspection before Work : Examination of working plan, Danger predication traning 03 Site inspection : Pre-review for unsafe factor, Ordinary check for compliance with safety regulation 04 Evaluation : Implementation for Zero-Accident Cam-paign, Further traning of pre-vention for on the job accident

MGMT of disaster plan : Heavy snow and rain etc
  • Disaster MGMT system

Countermeasure of disaster and emergency situation. Continuous training and inspection. Disaster Plan : Seasonal Plane, Earthquake counter-measure manual,Lightning prevention manual. Emergency manual: Emergency plan, Emergency manual. Risk MGMT manual:Conflagration manual, Conflagration counter-measure manual. Anti-terrorism plan:Countemeasure plan of anti-terrorism

Enforcement of company capability

Reinforcement of employee capability
  • Training and drill for metro operation specialist (2017yrs)
Training and drill for metro operation specialist
Training Subject Time(Hours)
Leadership track Higher than assistant team leader 3,614
Job specialist track Staff in charge 13,433
Reinforcement of organization All employees 17,462
  • Mentoring program
    - We operate 1 on 1 mentoring program to make new employees adapt to their job and company culture
    - Performance in 2017
Mentoring program(2017)
Period Subject Participants Remark
Mentoring 6month New employee 34 Twice
Quality and Performance MGMT system
  • We also set up SQI(Service Quality Indicator) goal such as critical goals regarding customer satisfaction, safety management, company capability and environment.
    And we evaluate performance quarterly to improve customers' convenience.
  • Process of SQI
01.Set up Performance evaluation plan for year : Confirm the strategy, etc.Coordinate with the related tearms about SQI and target, set up the plan. 02. Evaluation/Analysis/Report : Evaluation in accordance to SQI evaluation team, Regular report to directors meeting and CEO Share the performance analysis and improving plan. 03.Final Report : Verify annual performance evaluation results, Application of performance evaluation results, Feedback form performance evaluation results : SQI targets of next year

Certified Quality Management (2010.Dec.23)

ISO 9001(Quality Management) certified
  • Systematization of all process as the cornerstone of sustainable development
  • Improvement of metro operation system
  • Reinforcement of global competitiveness of Line No.9 operation system
  • Improve the quality management system by internal · external review on a regular basis