Crisis Miscommunication and Media Persecution †MyAssignmenthelp

Question: Discuss about the Crisis Miscommunication and Media Persecution. Answer: Introduction: The SMRT Group is a popular supplier of the public transports at Singapore including the rail, bus and taxi services. The group has accumulated professionals to manage the multimodal networks of transportation. The following case delves into the service operations and quality managements. It demonstrates the causes by investigating various aspects. The report analyzes the exact challenges taking place. It has investigated the causes using the Five-Why techniques and Fishbone Diagram. Lastly, the corrective actions that are to be taken assuring that the recognized issue never takes place are discussed here. The focus of the investigation is on the two massive disruptions of service that took place on 15th and 17th December 2011. Though the rail line faced the disruptions existing for two decades, the first time this mishap took place created a huge effect. This affected the commuters broadly around Singapore. Defining the exact problem: The two above days highly impacted the SMRT trains. On the first date, the four trains along the five-hour breakdown and NorthSouth Line affected numerous commuters who have been returning to the homes (Lim and Mack 2017). About four thousand commuters got stuck in the stalled train with no ventilation and power. On the second day, another vital mishap occurred at the same line. This caused high inconvenience to the people heading to their office in the first hours of the day. In this, the engineers of SMRT checked the status of the substations at PNT (Pioneer) and Joo Koon (JKN). It was found that a little burning traces at the primary breaker contacts is the normal happening due to the tripping. The data loggers indicated a spike that gave the engineers higher reason to continue the investigation. It was found that the power trip has been because of the shortage of the trackside or train equipment to the run the rail (Chang, Ho and Skelton 2014). At the same time, various little burning marks were found on the cable on the compressor of the air conditioning in a car of the train. Thus the preliminary assessment displayed some visible evidence. The power could only get restored after eradicating the trains affected by the central power system (Wan et al. 2015). Further, the data loggers indicated a situation of overload from the different track-sides. Lastly, the burning traces have been found over the air con compressor of the train affected. Despite all this, the burn marks have been regarded mild (Pang and David 2017). This never indicated the vast present surge that might result in the power trip happening on the second date. The different preliminary examinations from the initial hours after the incident have not unrevealed much. However, future investigations are still needed for establishing the causes. The above Fishbone diagram is helpful to the brainstorm the sessions that took place at Joo Koon MRT station. As all the possible reasons for the issue are identified, the facilitator would be to help the group in rating the potential reasons as per as the hierarchy of the diagram and level of importance. While using the team approach to solving the problem, there have been various opinions to address the cause of the problem. To capture the various ideas and then stimulate the brainstorming of the team on the causes this cause and effect are essential. This also helps in visually displaying the different potential reasons for a particular problem or impact. This has been especially useful in the group setting. This also includes the cases where small quantitative data are available for analysis. The diagram is also an ancillary benefit. Since the people by nature have been like to achieve the right for determining what must be done about the problem (Chen 2013). Further, this has been helping to bring out more detailed exploration of the challenges beyond the issue. This has been leading to a much robust result. The 5 Whys method illustrated above is just intended to seek answers to different queries. The questions are meant to get past every symptom of the issue and get down to the cause. The process is helpful during the analyzing and planning phase of the process. The method is used in the assimilation of the other analysis tools like the cause and effect diagram. However, it could be used as the standalone tool also. It is mainly effective while the reactions come from people who have the hand-on experiences of the methods being analyzed. Through repeating the Whys one can drive the fundamental reason for this problem (Tan 2015). The five queries could be further used to hold the meetings quickly after resolving the problems faced by the organizations. The issues could be anything like the site outrages, developing mistakes and marketing the program failures and the internal missed schedules. The time as any unexpected occurs, the cause is needed to be analyzed. Determining the corrective actions to be undertaken for assuring that the problem never happens again: First of all the panel of inquiry stated that this mishap could have been restricted as the employees made sense of the weight of the case and then dealt with the spill of oil promptly, aggressively and sufficiently. Through following the findings, the station master is also needed to inspect the tracks of platforms for the oils (Pang 2013). They must also implement the safety measurements in the event of the spill of oil. Further, the train operator could go for the plans for purchasing the latest locomotives for replacing the current lines regarding the truck maintenance. This is because the locomotives have never in a probe to the similar kind of hydraulic leakage. Further, there are needs to be considered for dealing with a general issue under the tunnels like water (Hua and Ong 2017). In various cases, the water gets within the tunnels. It has been pumping below the tracks and is meant to kick in for evacuating the deluge. Thus as per as the preliminary findings, the malfunctioning of the pumps are to be checked. It is to be determined is they work so efficiently why they need to cope up with the deluge (Lim 2014). Since the pumps have been situated under the trucks and difficult to service, they should be very must robust and maintenance free. Further, they should be tested on a regular basis for assuring that they have been in a good working order. Apart from all these, at Singapore, which is rainy, smaller steps are needed to avert the results of climate change. The coastal road at Changi could be raised. This would help such that the rising sea never puts an impact on the nearby airports. Further, the extent of damages to the trains and equipment is needed to be found out. A small excuse lies here that it could not be done on the weekday plans (Ramli et al. 2014). However, if proper steps are not undertaken, this might turn out to be just a matter of time before it becomes a reality. Lastly, the thing that is highly necessary is that as the packed trains get stuck in the tunnel with the arising water level, the fire sparked by the short circuit induced by moisture is needed to be produced (Rahman 2013). Conclusion: The SMRT trains have undertaken immediate measures for ensuring the stricter enforcement of the processes, strengthening the system ownership and controlling around levels and working teams. The tightened supervision of the teams has been preventing the recurrence. The report has been all about comprehensive reviewing every measure of compliance, processes and structures. The report has helped in understanding the significance of the service quality management in the transportations publicly. It has outlined the primary practices needed to maintain the service quality management by the quality procedures. References: Agarwal, S., Diao, M., Keppo, J. and Sing, T.F., 2017. Public Transit Riders Preferences: Evidence from Smart Card Transactions in Singapore. Chang, J.H., Ho, K.C. and Skelton, T., 2014. City Neighbourhood Report: Singapore. Chen, K.W., 2013. The Singapore Mass Rapid Transport: case study of the efficacy of a democratised political humour landscape in a critical engagement in the public sphere. The European Journal of Humour Research, 1(2), pp.43-68. Hua, W. and Ong, G.P., 2017. Network survivability and recoverability in urban rail transit systems under disruption. IET Intelligent Transport Systems. Lim, C. and Mack, V., 2017. Science, Technology and Human Security-Getting Singapore Smart City-ready: MRT Disruptions as a Spur?. Lim, W.S., 2014. Spatial JusticeA Singapore Case Study. In Public Space in Urban Asia (pp. 234-245). Pang, A. and David, C.R., 2017. Reflection of Global Phenomenon: State of Social Media Crisis Preparedness in Singapore. Culture and Crisis Communication: Transboundary Cases from Nonwestern Perspectives, p.209. Pang, A., 2013. Derailed: Communicating Singapores mass transit crises. Media Asia, 40(2), pp.124-127. Rahman, K.A., 2013. Crisis miscommunication and media persecution: the case of the Singapore Mass Rapid Transit. Media Asia, 40(3), pp.244-259. Ramli, M.A., Monterola, C.P., Khoon, G.L.K. and Guang, T.H.G., 2014. A method to ascertain rapid transit systems throughput distribution using network analysis. Procedia Computer Science, 29, pp.1621-1630. Tan, K.P., 2015. Singapore in 2014. Asian Survey, 55(1), pp.157-164. Wan, S., Koh, R., Ong, A. and Pang, A., 2015. Parody social media accounts: Influence and impact on organizations during crisis. Public Relations Review, 41(3), pp.381-385.