RR-10 RR-10-11-02 — Service Disruption Communication and Recovery
This process outlines the communication and recovery procedures for service disruptions in a US Class I freight railroad, focusing on maintaining customer satisfaction and minimizing operational impact.
🗺 BPMN Process Flow
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📋 Process Attributes
| Process ID | RR-10-11-02 |
|---|---|
| Domain Family | COMMERCIAL |
| L1 Domain | Commercial, Pricing & Customer Service |
| L2 Process Group | Service Disruption Communication and Recovery |
| Trigger | Detection of a significant service disruption affecting rail operations. |
| Outcome | Effective communication with customers and internal stakeholders to ensure minimal disruption and timely recovery of services. |
| Systems | NetControl I-ETMS Loup Logistics ShipmentVision up.com secure portal TRAIN II CHARM EHMS Umler |
| Regulatory Hooks | 49 CFR Part 217 49 CFR Part 220 49 CFR Part 232 AAR Interchange Rules (Rule 88 and related) |
📋 L4 Process Steps
| Step | Name | Role | System | Input | Output | KPI | Pain Point / Risk | Decision? | Exception? |
|---|---|---|---|---|---|---|---|---|---|
| 1.1 | Identify Service Disruption | Train Dispatcher | NetControl | Service disruption report from Harriman Dispatching Center | Disruption impact analysis | Time to identify disruption < 10 minutes | Delayed identification can lead to cascading effects. | Y | N |
| 1.2 | Assess Impact and Prioritize Recovery | VP Network Planning & Operations | I-ETMS | Disruption impact analysis | Recovery plan with prioritized actions | Time to develop recovery plan < 30 minutes | Inadequate prioritization can delay recovery. | Y | N |
| 1.3 | Notify Affected Customers | Account Manager / Sales Representative | up.com secure portal, ShipmentVision | Recovery plan with prioritized actions | Customer notification emails and SMS | 90% customer notifications sent within 1 hour | Failed notifications can lead to customer dissatisfaction. | N | Y |
| 1.4 | Coordinate with Loup Logistics | VP-Loup (Loup Logistics) | Loup Logistics, ShipmentVision | Customer notification details | Logistics coordination plan | Time to coordinate logistics < 2 hours | Poor coordination can exacerbate disruption. | Y | N |
| 1.5 | Implement Recovery Actions | Train Dispatcher, Control Operator | NetControl, I-ETMS | Recovery plan with prioritized actions | Recovery status updates | 90% recovery actions completed within 4 hours | Inefficient action implementation can prolong disruption. | Y | N |
| 1.6 | Monitor Recovery Progress | Service Design / Network Planning Analyst | NetControl, I-ETMS | Recovery status updates | Progress report to stakeholders | Time to update progress < 30 minutes | Delayed progress reporting can lead to miscommunication. | N | Y |
| 1.7 | Adjust Pricing and Yield Management | Pricing / Yield Manager | TRAIN II, CHARM | Recovery status updates | Pricing adjustments plan | Time to adjust pricing < 1 hour | Inadequate pricing adjustments can affect revenue. | Y | N |
| 1.8 | Handle Claims Adjustments | Claims Adjuster | Interline Settlement System, CHARM | Recovery status updates | Claim adjustments plan | Time to handle claims < 2 hours | Poor claim handling can lead to customer disputes. | Y | N |
| 1.9 | Review and Document Recovery | Chairman, President and CEO | TRAIN II, CHARM | Progress report to stakeholders | Recovery review document | Time to review recovery < 1 hour | Inadequate documentation can lead to future issues. | N | Y |
| 1.10 | Communicate Recovery Completion | Account Manager / Sales Representative | up.com secure portal, ShipmentVision | Recovery review document | Customer communication of recovery completion | 90% customer communications sent within 30 minutes | Failed communications can lead to continued dissatisfaction. | N | Y |
| 1.11 | Update EHMS and Umler | Car Inspector (Carman) | EHMS, Umler | Recovery review document | Updated equipment health records | Time to update records < 1 hour | Outdated records can lead to future operational issues. | Y | N |
| 1.12 | Review and Improve Process | VP Network Planning & Operations | NetControl, I-ETMS | Recovery review document | Process improvement plan | Time to improve process < 1 hour | Inadequate process improvements can lead to future disruptions. | N | Y |
📊 KPIs & Risk Register
KPIs
Time to identify disruption < 10 minutes Time to develop recovery plan < 30 minutes 90% customer notifications sent within 1 hour Time to coordinate logistics < 2 hours 90% recovery actions completed within 4 hours Time to update progress < 30 minutes Time to adjust pricing < 1 hour Time to handle claims < 2 hours Time to review recovery < 1 hour 90% customer communications sent within 30 minutes Time to update records < 1 hour Time to improve process < 1 hour
Key Risks
Inadequate communication leading to customer dissatisfaction Delays in recovery actions causing further disruption Failed logistics coordination exacerbating the issue Incorrect pricing adjustments affecting revenue Poor claim handling leading to disputes
Swim Lanes
Train Dispatcher · 1.1, 1.5 VP Network Planning & Operations · 1.2, 1.9 Account Manager / Sales Representative · 1.3, 1.10 VP-Loup (Loup Logistics) · 1.4 Service Design / Network Planning Analyst · 1.6 Pricing / Yield Manager · 1.7 Claims Adjuster · 1.8 Chairman, President and CEO · 1.9 Car Inspector (Carman) · 1.11 Control Operator · 1.5