Bottlenecks or fail points Daily Issues Peak hour or busy stations crowded (Gap 5: expected service 0 perceived service) Allow stay in paid area for 2 hours cause crowded, e. g. MongKok station (Gap 2: not having the right standards, Gap 5: expected service 0 perceived service) Random Issues Not providing preferential fares (Gap 3: design 0 service delivery Outsourcing customer service center service may cause service standard fall (Gap 2: not having the right service designs and standards) Accident Issues
System malfunction cause delay (Gap 3: standard 0 service delivery) Artificial accident cause delay, inadequacy of platform screen door (Gap 2: service design & standards) Event Issues Passengers stuck inside station during mega events or festivals (Gap 2: lack of attention to physical evidence) Fail Points Suspend service due to physical breakdown (Gap 3: not delivering to service standards; Gap 4: not matching performance to promises; Gap 5: expected service 0 perceived service) Bottlenecks Train delay
Crowded during peak hour and customer cannot get on the train Passengers stuck inside station during mega events or festivals Bottlenecks – Gap #3 – problem between design order delivery Due to the mechanical failure or wrong setting, the gate machine has not provided preferential fares to interchange passenger sometimes. Inadequacy of platform screen door. Platform screen door are not installed in every station, such as Tsuen Wan and Quarry Bay, most passengers rush to the train when the door is closing, the accident ill be occurred, especially at peak hour.
Lack of guidance operate at ticket machine area. Tourists may plan the Journey in advance, but sometimes they would like to go the hotspot that is between two stations, they can not decide which station they should go, and there are no guidance operate at ticket machine area. Inadequacy equipment for passage leave from the platform. area and the Jam as a normal phenomenon. 1 . Peck hour 5. cs center Passengers purchase a wrong ticket Suspend service due to physical breakdown