Client necessities and expectations

The confidence in the company's capacity represents for the client the guarantee that he will be provided the expected quality. To make CFR's provided services become more efficient imply a strong connection between three system's factors: the responsibility of company's management, material and human resources, the structure of quality service and the communication with clients.
The elaboration, documentation and implementation of a policy in the quality domain imply identification of some marks, in order to achieve the quality objective. These include:

- to satisfy the client through the quality of services
- to protect the environment and more general, the company
- to supply efficiently the services

These main marks imply some quality and related activity objectives:

- systematic definition of client necessities
- preventive controls to avoid the client dissatisfaction regarding performance, security and confidence of service
- quality optimization regarding the costs for the level and performances of required service
- continuous concern regarding the requirements and news related to the offered service in order to determine the modalities of quality improvement
- prevention of negative effects of the company on the society and environment

The analysis of the performances of CFR services is realized through determination and maintenance of an information system created on the data from all relevant sources: supplier evaluation (quality control), client evaluation (his reaction, dissatisfaction). The analysis of these data will determine achieving the service requirements and the efficiency of the offered service.

INSTEAD OF CONCLUSIONS

The year 1999 was for National Railway Company CFR-SA a remarkable year representing the first activity year after the application of Urgency Ordinance no 12/1998 regarding the transport on Romanian Railways and SNCFR reshaping. Since the beginning, our objective was to maintain the railway infrastructure to security parameters. We can say today that this objective was achieved. We provided to our clients all the necessary logistics for commercial activity progress. Not only was ensured the access on private and public infrastructure but it also was provided telecommunication and IT services, publishing, different commercial services.
In 1999, Romanian railway infrastructure was administrated with 19 million dollars less than in 1998, the circulation security and promptness were highly improved, the personnel was reduced with more than 400 employees and the work productivity was deeply improved.

"We are prepared for the future. In a short term we want to determine strictly the market where we operate. Our development will be related to the transport railway development.
We are sure we will manage."

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