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Moving MillionsThe Commercial Success and Political Controversies of Hong Kong's Railway$
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Rikkie Yeung

Print publication date: 2008

Print ISBN-13: 9789622098824

Published to Hong Kong Scholarship Online: September 2011

DOI: 10.5790/hongkong/9789622098824.001.0001

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Rising Passenger Expectations for Reliable Operation

Rising Passenger Expectations for Reliable Operation

(p.221) 10 Rising Passenger Expectations for Reliable Operation
Moving Millions

Rikkie Yeung

Hong Kong University Press

This chapter compares the experiences and controversies of the two railways in operational performance and safety management against the background of an increasingly demanding and vocal public. A high level of public expectation is justified because operational safety and reliability is a top priority in terms of passenger interest in the railway service. Railway incidents or accidents, even less serious ones, often catch public and media attention. Accordingly, sound operational and safety systems, good crisis management, and proper public communications during emergencies are critical in railway operational governance. Both the MTRC and the KCRC largely achieved their self-set targets and international standards in operational performance. Nonetheless, the KCRC has been viewed as performing less well. There were issues of both perceptions and substance about the KCRC's operational management.

Keywords:   operational performance, safety management, Hong Kong, railway incidents, operational management

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