RR-10 RR-10-11-01 — Service Disruption Communication and Recovery
This process documents the communication and recovery procedures for service disruptions in US Class I freight railroad operations, ensuring timely notification to customers and effective resolution of issues impacting rail services.
🗺 BPMN Process Flow
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📋 Process Attributes
| Process ID | RR-10-11-01 |
|---|---|
| Domain Family | COMMERCIAL |
| L1 Domain | Commercial, Pricing & Customer Service |
| L2 Process Group | Service Disruption Communication and Recovery |
| Trigger | Detection of a service disruption by the Harriman Dispatching Center or through automated systems like NetControl and I-ETMS. |
| Outcome | Successful communication of the service disruption to affected customers and recovery of service with minimal impact on operations. |
| Systems | Harriman Dispatching Center NetControl I-ETMS up.com secure portal ShipmentVision Loup Logistics |
| Regulatory Hooks | 49 CFR Part 232 49 CFR Part 1180 GCOR 6.28 |
📋 L4 Process Steps
| Step | Name | Role | System | Input | Output | KPI | Pain Point / Risk | Decision? | Exception? |
|---|---|---|---|---|---|---|---|---|---|
| 1.1 | Identify Service Disruption | Train Dispatcher | Harriman Dispatching Center | Disruption alert from NetControl or I-ETMS | Service disruption report | Time to identify disruption under 5 minutes | False positives leading to unnecessary communications | Y | N |
| 1.2 | Assess Impact and Prioritize | VP Network Planning & Operations | NetControl | Service disruption report | Impact assessment and priority matrix | Time to assess impact under 10 minutes | Overlooking critical impacts due to incomplete data | Y | N |
| 1.3 | Notify Customers | Account Manager / Sales Representative | up.com secure portal, ShipmentVision | Impact assessment and priority matrix | Customer notification emails/texts | Time to notify customers under 30 minutes | Delayed notifications affecting customer trust | N | Y |
| 1.4 | Coordinate Recovery Efforts | Train Dispatcher | Harriman Dispatching Center, NetControl | Customer notification emails/texts | Recovery plan and resource allocation | Time to coordinate recovery under 1 hour | Inefficient coordination leading to prolonged disruptions | Y | N |
| 1.5 | Implement Recovery Plan | Chief Dispatcher, Yardmaster | NetControl, I-ETMS | Recovery plan and resource allocation | Execution of recovery actions | Time to implement recovery under 2 hours | Resource constraints affecting recovery speed | N | Y |
| 1.6 | Monitor Recovery Progress | Train Dispatcher, Control Operator | I-ETMS, NetControl | Execution of recovery actions | Recovery progress report | Time to monitor recovery under 30 minutes | Inaccurate monitoring leading to missed issues | Y | N |
| 1.7 | Update Customers on Recovery Status | Account Manager / Sales Representative | up.com secure portal, ShipmentVision | Recovery progress report | Customer status updates | Time to update customers under 1 hour | Miscommunication affecting customer satisfaction | N | Y |
| 1.8 | Review and Document Incident | Claims Adjuster, Pricing / Yield Manager | EHMS, TRAIN II | Recovery progress report | Incident review document | Time to review incident under 4 hours | Incomplete documentation leading to future issues | Y | N |
| 1.9 | Adjust Pricing and Compensation | Pricing / Yield Manager, VP-Loup (Loup Logistics) | TRAIN II, Loup Logistics | Incident review document | Pricing adjustment proposal | Time to adjust pricing under 24 hours | Inconsistent pricing adjustments affecting customer trust | Y | N |
| 1.10 | Close Incident and Document Lessons Learned | Chairman, President and CEO (plan sponsor level) | TRAIN II, Loup Logistics | Pricing adjustment proposal | Incident closure report | Time to close incident under 48 hours | Lack of comprehensive lessons learned leading to repeat incidents | Y | N |
📊 KPIs & Risk Register
KPIs
Time to identify disruption under 5 minutes Time to assess impact under 10 minutes Time to notify customers under 30 minutes Time to coordinate recovery under 1 hour Time to implement recovery under 2 hours Time to monitor recovery under 30 minutes Time to update customers under 1 hour Time to review incident under 4 hours Time to adjust pricing under 24 hours Time to close incident under 48 hours
Key Risks
Inaccurate impact assessment leading to improper resource allocation Delayed notifications affecting customer trust and satisfaction Resource constraints slowing down recovery efforts Miscommunication during recovery process causing further disruptions Incomplete documentation of incidents leading to future issues
Swim Lanes
Train Dispatcher · 1.1, 1.4, 1.5, 1.6 Account Manager / Sales Representative · 1.3, 1.7 VP Network Planning & Operations · 1.2 Chief Dispatcher, Yardmaster · 1.5 Control Operator · 1.6 Claims Adjuster, Pricing / Yield Manager · 1.8, 1.9 Chairman, President and CEO (plan sponsor level) · 1.10