I.

INTRODUCTION

Manila Light Rail Transit System dates back to the American colonial period. In

1905, the first tramvia, or tram, opened in Manila and soon grew to five lines servicing

many parts of the city of Manila and its outskirts. The trams were hailed as an efficient

system for the city's 220,000 inhabitants. The trams were operated by the Manila

Electric Railroad and Light Company (Meralco). The current LRT network follows the

paths of two of the old tramvia lines.

On July 12, 1980, President Ferdinand Marcos created the Light Rail Transit

Authority (LRTA) by virtue of Executive Order No. 603 giving birth to what was then

dubbed the "Metrorail" (Yellow Line/ LRT1). Its construction started on September 1981

with the Construction and Development Corporation of the Philippines (now the

Philippine National Construction Corporation) as the contractor with assistance from

Losinger, a Swiss firm, and the Philippine subsidiary of Dravo, an American firm. It was

first test-ran in March of 1984 with the first half of the Yellow Line, from Baclaran to

Central Terminal, being officially opened to the public on December 1, 1984. The

second half, from Central Terminal to Monumento, was opened on May 12, 1985.

The Manila Light Rail Transit System Line 2 (Purple Line), also known as LRT

Line 2, LRT-2, or Megatren, is the LRTs next line which was constructed on March

1996, twelve years after the opening of the LRT Line 1.

1|Page IMPROVEMENT PAPER IN TOTAL QUALITY MANAGEMENT

 LRT-2 is a rapid transit line in Metro Manila in the Philippines, generally running

in an east-west direction along the Radial Road 6 and a portion of the Circumferential

Road 1. Although operated by the Light Rail Transit Authority, resulting in its being

called "LRT-2", it is actually a heavy rail, rapid transit system owing to its use of electric

multiple units instead of the light rail vehicles used in earlier lines and is the only line

utilizing such type of system in the country.

Envisioned in the 1970s as part of the Metropolitan Manila Strategic Mass Rail

Transit Development Plan, the eleven-station, 13.8-kilometer (8.6 mi) line was the third

rapid transit line to be built in Metro Manila when it started operations in 2003. It is

operated by the Light Rail Transit Authority (LRTA), a government-owned and controlled

corporation under the Department of Transportation and Communications (DOTC)

under an official development assistance scheme.

Serving close to 240,000 passengers daily, LRT-2 is the least busy among Metro

Manila's three rapid transit lines, and was built with standards such as barrier-free

access and the use of magnetic card tickets to facilitate passenger access in mind.

The system is owned by the LRTA and assumes all administrative functions,

such as the regulation of fares and operations as well as the responsibility over

construction and maintenance of the system and the procurement of spare parts for

trains.

In the third quarter of 2015, LRT-2, along with LRT-1 and MRT-3, fully employed

a new tap and go card ticketing system called beep cards with the goal of easing the

long queuing of commuters.

2|Page IMPROVEMENT PAPER IN TOTAL QUALITY MANAGEMENT

A. BRIEF DESCRIPTION (HISTORY)

Recto LRT Station is the western terminus station of the Manila Light Rail Transit

System Line 2 (LRT-2), located in Recto Avenue, Santa Cruz, Manila. The station is

named after C.M. Recto Avenue, where the station sits above it, and the avenue in turn

is named after Claro M. Recto, a famous politician. Among all stations of LRT-2 it was

the last to be opened on October 29, 2004.

The station is the first and last station for trains headed to and from Santolan,

operating from 5:00 am until 10:30 pm. It is also one of the most crowded LRT-2 station

because of its convenient locations and the establishments within its radius, such as

Fabella Memorial Hospital, Isetann Shopping Center, Manila Grand Opera, Central

Market, Manila City Jail, and Far Eastern University. Moreover, the station serves as a

connection to LRT 1 or Yellow line through Doroteo Jose station which can be accessed

via an elevated walkway bridge. This station, being in Recto, requires an extra amount

of caution as this part of Manila is quite notorious for snatchers. The Recto station is

also famous because of its proximity to Divisoria which is a bargain shopper's ideal

destination. Moreover, it caters mostly students as it is situated near the U-belt area.

3|Page IMPROVEMENT PAPER IN TOTAL QUALITY MANAGEMENT

B. STATEMENT OF THE PROBLEM

How Light Rail Transit System Line 2 Recto Station will address problems regarding

its inadequate accommodation and passengers inconvenience due to:

Inconsistency in the implementation of the rules and regulations;

Ineffective crowd control;

Inadequate security system;

Poor air-conditioning system;

Defective elevators and escalators;

Unsatisfactory front-line employee relations;

Deficit of guidelines and maps for the new passengers knowledge;

Lack of proper sanitation;

Inefficient quality of maintenance

Inconsistency in the interval of train arrival; and

Long time of queuing;

4|Page IMPROVEMENT PAPER IN TOTAL QUALITY MANAGEMENT

 C. CAUSES OF THE PROBLEM

Using Fishbone Cause and Effect diagram, we determined the problems that affect the

quality of service the Light Rail Transit System Line 2 (Recto Station) provides.

ENVIRONMENT PEOPLE

FRONTLINE
MAINTENANCE EMPLOYEES
TRAINING

NEW
SANITATION PASSENGERS
KNOWLEDGE INADEQUATE
ACCOMMODATION
CAUSE AND EFFECT DIAGRAM AND
INCONVENIENCE
IMPLEMENTATION
OF THE RULES
AND TIME OF
REGULATIONS ESCALATORS
QUEUING
AND
ELEVATORS

CROWD
CONTROL AIR- INTERVAL OF
SECURITY CONDITIONERS TRAIN
ARRIVAL

METHOD EQUIPMENT MEASUREMENT

5|Page IMPROVEMENT PAPER IN TOTAL QUALITY MANAGEMENT

Environment

The cleanliness of the station is insufficiently sustained especially their comfort

rooms. Moreover, the interior and exterior walls needs repainting for it creates a gloomy

and untidy ambiance. In addition, the service facilities such as the building itself,

particularly the walls, and the lighting system are not properly maintained.

People

There are only few direction maps and guidelines for the new passengers and it

is not comprehensible. Passengers that are not familiar with the station might be

confused and be lost in their direction particularly in the second floor wherein the bridge

to the LRT-1 does not have a proper signage. Some employees are having an

unsatisfactory relations or interactions with passengers for instance, not keeping a

positive vibe while in service or not properly addressing passengers complaints.

Method

Some violations committed by passengers are not given proper disciplinary

actions. Moreover, there is a specific signage that states that eating and drinking is not

allowed and violating such results to a fine, yet food stalls are present in the first and

third floors. Congested area in times of rush hours may lead to stampede and increased

probability of accidents since there is lack in control and regulation of the volume of

passengers loading the train at the same time. Then the lack of security can lead to

recurring cases of theft, harassment, etc.

6|Page IMPROVEMENT PAPER IN TOTAL QUALITY MANAGEMENT

Equipment

The conveyance systems, the elevator and the escalators, have become non-

operational. Thus, making the station not PWD-friendly. Since a high percentage of the

passengers are students and employees who normally brings heavy backpacks,

climbing up to the third floor by foot is very straining. Same goes with the difficulty

experienced by pregnant women and the elderly. Moreover, defective air-conditioning

coupled with area congestion results to customers dissatisfaction, irritability, and

discomfort.

Measurement

With the high volume of passengers every day, the number of trains are deemed

insufficient. Hence, the long queue of passengers, especially during peak hours. In

addition, this is coupled with the irregularity of train arrivals, most of which take long,

much to the passengers patience and comfort.

7|Page IMPROVEMENT PAPER IN TOTAL QUALITY MANAGEMENT

II. QUALITY IMPROVEMENT PLAN
A. PROPOSED IMPROVEMENTS
PROPOSED PLAN
Repair non-operational and defective
escalators and elevators.
Employ regular maintenance system for
the new and repaired escalators and
elevators.
Purchase of additional trains to reach the
ideal number of trains to serve the people.
Replace and mend malfunctioning air
conditioning in the train and efficiently
maintain it subsequently.
8|Page IMPROVEMENT PAPER IN TOTAL QUALITY MANAGEMENT
BENEFIT
This will provide greater convenience to
the commuters especially those who
carry moderately heavy materials to
and from their schools and works.
Elderly people will not be subject to the
trouble of mounting three floors by foot
which is unbefitting to their health and
physical ability.
Persons with disabilities (PWD) will be
given proper accommodation.
The space occupied by the previously
dysfunctional elevators and escalators
will be brought to effective and
appropriate utilization.
Sudden breakdowns which might
disrupt smooth service operations will
be prevented.
Proper maintenance will lengthen its
useful life which in turn will help avoid,
and thus save, cost of buying and
replacing it again with new equipments.
Train arrivals will be faster, more timely
and consistent.
Queuing time in the platform will be
reduced to the ideal time five minutes
or less.
The probability of congestion will be
eliminated.
Increased service satisfaction of
passengers due to lesser travel time.
Bring comfort to the commuters while
inside the train.
Enhanced sanitation as it helps provide
cleaner and fresher air and prevents
unwanted odors from excessive
sweating of commuters.

Provide proper orientation and training to
front-line employees to:
reinforce security system
effectively implement the rules
improve and maintain cleanliness
make them fully understand their
jobs and the vital role it plays in
providing better service
Designate employees to control the
volume of people loading and unloading
the train at a time.
Install surveillance cameras in strategic
locations.
Repaint the interior and exterior walls.
Replace dim light bulbs in the area.
Replace and install signage:
Replace old signage of the recto station
in front and old signage for directions.
Post maps in each floors.
Install new signage for the lane for men
and women for security inspection.
Install new signage in the bridge going
to LRT-1.
9|Page IMPROVEMENT PAPER IN TOTAL QUALITY MANAGEMENT
Mitigation of crimes, strong
implementation of the rules and
regulations, and administration of tough
security system.
Proper and effective sanitation will be
executed to bring pleasant ambiance to
the station and a comfortable service
experience to the commuters.
Increased morale, job motivation, and
job satisfaction results to harmonious
and good relationship with the
passengers as well as efficient
performance of their job.
Increased capacity to adopt new
technologies and methods for instance,
the unified ticketing system.
Such regulation will avoid congestion
while queuing on the platform.
The train will not be tightly packed with
people providing enough space to the
commuters comfort as well as prevent
harassments and pickpocketing.
Possible accidents or stampedes will
be prevented.
People with health issues related to
congested areas will be benefitted and
addressed accordingly.
Enhanced security system in the station
by preventing crimes due to the fear of
being caught as well as ease of
detection of suspects.
Provides a cleaner ambiance.
Covers and subsequently prevents
vandalisms.
Provides a better ambiance.
Make the area brighter especially
during night time.
Passengers new to the station will be
guided accordingly.
Replacing the old signage will make it
more readable.
New signage will make the station more
presentable.
B. LAY OUT / ILLUSTRATION

EXISTING LAYOUT

PROPOSED LAYOUT

10 | P a g e IMPROVEMENT PAPER IN TOTAL QUALITY MANAGEMENT

C. PROJECTED COST

Item Unit Cost Quantity Total Cost

Contract to repair existing 20,000 to 25,000 1

elevator
Contract to repair existing
escalator
Maintenance of escalators and 100,000 to 1
elevators. 120,000
per contract
annually
Purchase and installation of 40.5M to 135M
additional trains. per coach
Repair of air conditioning
system.
Maintenance of air conditioning
system.
Employee orientation and
training.
Purchase and installation of
surveillance system.
Contract to repaint interior and 800.00 per sqm.
exterior walls.
Replacement of light bulbs.

Replacement and installation of 3

new signage Recto
Replacement and installation of
signage for directions
Tarpaulin maps each floor. 4

Signage at the entrance: Male(1) 3

and Female(2)
Installation of new signage: To
LRT-1 Doroteo Jose Station

11 | P a g e IMPROVEMENT PAPER IN TOTAL QUALITY MANAGEMENT

D. QUALITY TOOLS WITH INTERPRETATION

Unsatisfactory Customer Services of Light Rail Transit System Line 2 Recto Station

Cause of Cumulative
No. of Complaints Cumulative %
Dissatisfaction Complaints
Defective elevators
30 30 16%
and escalators
Long time of
27 57 30%
queuing
Inconsistency in the
interval of train 26 83 44%
arrival
Poor air-
26 109 57%
conditioning system
Ineffective crowd
23 132 69%
control
Inefficient quality of
22 148 78%
maintenance
Lack of proper
21 163 86%
sanitation
Unsatisfactory front-
line employee 17 173 91%
relations
Inadequate security
17 181 95%
system
Deficit of guidelines
and maps for the
13 187 98%
new passengers
knowledge
Inconsistency in the
implementation of
10 190 100%
the rules and
regulations
Total 190

12 | P a g e IMPROVEMENT PAPER IN TOTAL QUALITY MANAGEMENT

 PARETO DIAGRAM

UNSATISFACTORY CUSTOMER SERVICES

30
27 26 26
30 23
FREQUENCY

25 16
20 15
15 10 8 6
10 3
5
0

No. of Complaints

(Isa pang graph for cumulative)

Interpretation

The data shown above is based on the conducted survey among 30 respondents

regarding the service that Light Rail Transit System Line 2 Recto Station provides.

Upon analysis, we noticed that the 90% of the problems lies in between Defective

elevators and escalators and Lack of proper sanitation. The management of Light Rail

Transit System Line 2 Recto Station should focus on addressing the top seven

reasons of passenger dissatisfaction: defective elevators and escalators; long time of

queuing; inconsistency in the interval of train arrival; poor air-conditioning system;

ineffective crowd control; inefficient quality of maintenance; and lack of proper

sanitation. Thus, effectively resolving 90% of the problem.

13 | P a g e IMPROVEMENT PAPER IN TOTAL QUALITY MANAGEMENT

III. IMPLEMENTATION PLAN

ESTIMATED
ESTIMATED
ROOT CAUSES IMPLEMENTATION PLAN BUDGET PRIORITY
TIME
(in Php)

20,000
Repair the elevator. to
25,000
2-3 months
30,000
Defective and
Repair the escalators. to
non-operating
35,000 High
elevators and
escalators
100,000
to
Maintenance system for Quarterly
120,000
escalators and elevators. Maintenance
per contract
annually

Long time of
Buy additional trains for 40.5M to 4 months to
queuing;
faster services and to 135M per 1year High
Inconsistency
reduced waiting time. coach installation
of train arrival

Mend malfunctioning or
low cooling air conditioning 10,000 3 weeks
Poor air system.
conditioning Moderate
systems Maintenance of air Monthly
conditioning system. Maintenance

14 | P a g e IMPROVEMENT PAPER IN TOTAL QUALITY MANAGEMENT

 Conduct training and
orientation:
Lack of
Of security guards about
Training and
improved security system.
Orientation:
Of employees about the
- Inadequate
implementation of the rules
security system
and regulations and
- Inconsistency
standard operating
in the
procedures.
implementation
Of janitors regarding
of the rules and
intensive maintenance of 2 weeks Moderate
regulations
cleanliness in the area.
- Lack of proper
Of employees about
sanitation
regulation of loading and
- Ineffective
unloading of passengers to
crowd control
and from the train for
- Unsatisfactory
crowd control.
front-line
To make them fully
employee
relations understand their jobs and
the vital role it plays in
providing better service
Installation of CCTV
Inadequate
(Closed-circuit television)
security 3 days Moderate
cameras for additional
system
security.
Repaint the interior and
2 weeks
exterior walls.
Replacement of light bulbs
causing dimness in the 5 days
area.
Inefficient
Replace old signage of the
quality of recto station in front and Low
maintenance of old signage for directions.
the facility Post maps in each floors.
Install new signage for the 1 week
lane for men and women
for security inspection.
Install new signage in the
bridge going to LRT-1.

15 | P a g e IMPROVEMENT PAPER IN TOTAL QUALITY MANAGEMENT

IV. CONCLUSION

Transportation has always been the bottleneck of Filipino commuters based in

Manila heading to their respective destination. Considering the time to bear and

geographical location, commuters tend to choose among the available transport as to

whichever is the most convenient. Somehow, the Mass Transit proves to be the silver

lining in Philippine Transportation. The Light Rail Transit System or known to be LRTA

established by the government to provide relief from transportation dilemma of

commuters, bound north, south, east or west. The LRT-2 Recto-Santolan station line,

preferable for most of the students attending Universities in University belt area or for

traders active in Divisoria Market, plays a vital role in transportation for commuters

within, for they expect that it will save them time in commuting as well as avoid the jam-

packed everyday traffic in the metro.

We, through this study, conclude that although the Light Rail Transit may appear

to address the basic needs of people in terms transportation such as faster and

relatively more convenient ride, there are still several lapses and irregularities that are

against the welfare of the general public. With the help of significant tools and methods,

we discovered most of the problems affecting daily travel of commuters.

16 | P a g e IMPROVEMENT PAPER IN TOTAL QUALITY MANAGEMENT

 Top on the list are the defective elevators and escalators so commuters need to

climb three floors through the stairs to get aboard the train, however these equipments

await to be repaired and put into its function. Despite the new unified ticketing system in

place to reduce queuing time, it still takes 10-20 minutes when actually the ideal is 5

minutes, which is due to the combined effect of lack of trains, late train arrival, and

overcrowded people. In addition to these, poor air-conditioning system, and ineffective

sanitation are also included in the major contributors to the passengers inconvenience

and ultimately their dissatisfaction.

Although such problems mentioned have been considered normal by probably

most of the daily commuters of the LRTs, those undoubtedly caused them trouble which

inevitably made them discontent and displeased with the service. Thus, it is necessary

to address the identified deficiencies in order to provide the optimum service experience

to the commuters, for their satisfaction is crucial in achieving the goals of the

organization.

17 | P a g e IMPROVEMENT PAPER IN TOTAL QUALITY MANAGEMENT

V. RECOMMENDATION

After conducting observations, surveys, and analysis of the overall service

provided by LRT-2 Recto station, we are able to determine several inadequacies and

their respective proposed solutions. Listed below are the recommendations will help

LRT-2 Recto station provide excellent services which includes delivering proper

accommodations and ensuring commuters convenience.

1. Repair non-operational and defective escalators and elevators.

This must be prioritized despite its indirect association to the main service provided

which is transportation. If such conveyance systems will be put to its function, all

passengers, workers, students, elderly, PWDs, and pregnant women, would be greatly

satisfied and it will eliminate the major cause of inconvenience experienced by the

people. Otherwise, the huge amount of space occupied by the escalators itself would

not be maximized thus, proving the managements inefficient resource utilization.

2. Employ regular maintenance system for the new and repaired escalators and

elevators.

The new and operational elevators and escalators must be properly and regularly

maintained to avoid sudden breakdowns which might disrupt the smooth service

operations. Moreover, it will make its useful life longer which will save the cost of buying

and replacing it again. It will improve the utilization of the equipment and prevent its fast

deterioration due to frequent use.

18 | P a g e IMPROVEMENT PAPER IN TOTAL QUALITY MANAGEMENT

3. Purchase additional trains to reach the ideal number of trains to serve the

people.

The current number of trains proved to be insufficient to cater to the high volume of

passengers every day which is one of the reason for the long queue. Additional trains

should be purchased to provide faster, timely, and consistent train arrivals, ideally every

five minutes, which in turn will reduce queuing time and cumulative travel time of

passengers. Moreover, the probability of congestion will be eliminated due to the

combined effect of having greater capacity of trains and reduced train intervals.

4. Replace and mend malfunctioning air conditioning in the train and efficiently

maintain it subsequently.

Being an enclosed area, it is important that the air conditioning is functioning well.

With the current state of the LRT-2 which is normally congested especially during rush

hours, having at least the air conditioning system working brings comfort to the

commuters inside the train. Moreover, it will enhance the sanitation by providing cleaner

and fresher air as well as prevent unwanted odors from sweating commuters.

5. Provide proper orientation and training to front-line employees to:

reinforce security system

effectively implement the rules

improve and maintain cleanliness

make them fully understand their jobs and the vital role it plays in providing better

service

19 | P a g e IMPROVEMENT PAPER IN TOTAL QUALITY MANAGEMENT

 In a service industry, employees are considered to be the key resources for they

perform and deliver the services offered by a company directly to employees. Though

the transportation system is essential, the employees are equally important since they

are the ones who will make the system working. Thus, for them to be able to perform

their job excellently, they must be given proper orientation and training. By doing so,

tough security system will be in place to mitigate crimes, rules and policies will be

strongly implemented, and effective sanitation will bring a pleasant ambiance and

comfort. Moreover, this will increase their morale and job motivation which will make

them deal with passengers harmoniously. It will also give them the capacity to adopt

new technologies and improved methods like the unified ticketing system and be able to

assist passengers.

6. Designate employees to control the volume of people loading and unloading

the train at a time.

Crowd control and regulation must be in place given the high volume of passengers

to avoid congestion while queuing on the platform and inside the train to provide enough

space to the commuters comfort especially those with health risks in congested area.

Reduced congestion in turn will prevent harassments and pickpocketing. Moreover,

such regulation will prevent accidents and stampedes.

7. Repaint the interior and exterior walls.

Although attracting passengers is no longer a concern, it is still important to maintain

a presentable service facility. The walls need to be repainted to produce a cleaner

ambiance and to cover vandalisms and to prevent such in the future.

20 | P a g e IMPROVEMENT PAPER IN TOTAL QUALITY MANAGEMENT

8. Install surveillance cameras in strategic locations.

Technology plays a relatively big part in todays life, and security is no exception.

Using CCTV cameras will enhance the security system of the Recto station, especially

since the surrounding environment is prone to crime. It will help in crime prevention by

instilling fear of being caught and crime detection in real time.

9. Replace dim light bulbs in the area.

This is a part of effectively maintaining the service facility. Replacing the dim lighting

with a brighter one will produce a better ambiance and which is essential during night.

10. Replace and install signage:

Replace old signage of the recto station in front and old signage for directions.

Post maps in each floors.

Install new signage for the lane for men and women for security inspection.

Install new signage in the bridge going to LRT-1.

Replacing the old signage by new ones is also part of maintaining the service

facility. This will make the station more presentable and will make the directions

readable. On the other hand, though frequent passengers of the Recto station may

know the way and directions inside, this may not be the case for those new to the

station. New signage must be installed specifically on the entrance to the connecting

bridge to the LRT-1 Doroteo Jose station because it might be confused as a way to the

loading area of the Recto station and maps must be posted in each of the four floors. In

addition, new signage must be installed designating male and female in the entrance

and security inspection point instead of written signage in white papers.

21 | P a g e IMPROVEMENT PAPER IN TOTAL QUALITY MANAGEMENT

 In parallel to these, we also recommend the management to strive for continuous

improvements in all aspects of its services. Processes must be continually reviewed and

improved to seek for more innovative practices to promote efficient, optimum, and

effective service delivery which will result to customer satisfaction. It is important to note

that small incremental changes do make an impact, and service providers can almost

always find and opportunity to make things better. Moreover, existing and new

processes to be employed must be designed to achieve excellent outcomes rather than

fix processes right after, in other words they must aim prevention over correction.

VI. REFERENCES

http://en.wikipedia.org/wiki/Manila_Light_Rail_Transit_System

http://www.philstar.com/metro/2016/07/29/1607988/lrt-extends-operating-hours

https://en.m.yelp.com.ph/biz/lrt-2-recto-station-manila

http://en.m.wikipedia.org/wiki/Recto_LRT_Station

http://www.gov.ph/2014/08/27/common-lrta-passenger-complaints/

http://www.salaryexplorer.com/salary-survey.php?loc=171&loctype=1

www.metromaniladirection.com/2010/04/light-rail-transit-line-2-lrt-2html?m=1

newsinfo.inquirer.net/727063/lrt-1-lrt-2-lrt-3-mrt-3-to-use-beep-card-startig-october-3

http://en.m.wikipedia.org/wiki/Air_conditioning

22 | P a g e IMPROVEMENT PAPER IN TOTAL QUALITY MANAGEMENT