CFR Marfa, SA Freight Customer Service Center Requirement Study (2004)
CFR Marfa, SA is the Romanian government-owned freight railroad company. As part of Seneca’s effort to improve the financial performance of Marfa, it undertook a study on the creation of a customer service center. The output of the study was to provide recommendations on a central facility to increase efficiency in operations improve customer service and increase labor productivity. Specific tasks performed included:
- Review of existing customer service operation
- Review of EU directives pertaining to TAF TSI
- Recommendations on improving the customer service function
- Review of functions handled by other departments such as: collection of payments, contracts, payment of invoices
- Definition of role and location of service center facilities and operations
- Interface with IRIS and other IT systems
