Undergraduate hospitality and tourism management students studying 'Service Encounter Management' with Dr Matthew Alexander from the marketing department were involved in a knowledge exchange assignment this session 2013/14 with First ScotRail who operate the rail franchise in Scotland. Groups of students were each assigned a route and undertook a 'customer journey mapping' exercise, the results of which they presented as part of their class assessment. Following this the top three groups were invited to present their findings at ScotRail headquarters.
ScotRail's Director of Customer Service Jacqueline Taggart said, "ScotRail were delighted when Strathclyde University suggested we involve their students in reviewing the customer experience on various routes across our network. Following their journeys, three groups presented their findings to the ScotRail Executive Team. The presentations were interesting, engaging and very honest. The presentations were judged and the winning group invited to present to ScotRail's managing director. The Milngavie-Lanark route presented by Christine Hanganu and Kristin Simonova, demonstrated the girls’ ability to apply their learning to a live situation as well as offering practical solutions to address some of the issues identified."
Dr Alexander said, "I was extremely impressed with all three groups who presented their work to the ScotRail executive team, the presentations applied the theory from the class in a highly relevant and insightful manner and the students were able to discuss a range of operational issues with the executive team with great confidence and assurance. The whole exercise underscored Strathclyde's 'useful learning' ethos most adroitly. Congratulations to Christine Hanganu and Kristin Simonova for their winning presentation which highlights the talent within Strathclyde Business Schools undergraduate student population."