Analysis of Service Related Contributory or Causative Factors of Subway Rail Rage

February 2, 2008

byR. Washington

Research Objective

Research Problem Determine if there is a correlation between service related subway incidents

and violence against employees. Goal

Identify which service performance measures can be used to determine the likelihood of violence.

Perform analytical data analysis in search of trends and patterns. Significance

Establishing cause-effect relationship can: Allow for reactive measures Improve employee safety Minimize service and employee downtime Minimize legal actions taken by customers and employees

Workplace Violence and Harassment

Incidents where persons are abused, threatened or assaulted in circumstances related to their work, involving an explicit or implicit challenge to their safety, well-being and health.

Violence can take a number of forms, including physical acts, abusive verbal and nonverbal communication, intimidating and bullying, exclusion, sexual harassment, and stalking.

Types of Workplace Violence

External Violence Acts done by intruders to an organization who have no legitimate relationship with the

organization. (Vandalism and acts of trespass).

Service-Related Violence “Aggressive acts by customers” and can be used to describe the type of violence

perpetrated against workers in the rail industry by passengers. (Mental illness, intoxication or public frustration over wait times and poor service).

Internal Violence Acts done by management, employees, former employees, or those with an

employment-based connection to the workplace.(Bullying, slander, gossip, rumors, social isolation)

Factors in Violence

Job-descriptive tasks Handling of money and fares Dealing with public (often frustrated) Working in a unsheltered environment Creating wait times Enforcing fares Dealing with complaints about service

Nonfatal Assaults hitting kicking beating Pinching

scratching biting stabbing shooting

Preventive Strategies Closed-circuit cameras alarms Two-way mirrors Card-key access systems

Panic bar door Trouble lights Geographic locating devices Train delay messaging systems

Scenario

A passenger’s frustration builds while waiting for a train that has been delayed. Upon it’s arrival, the train crew informs the customers of further extensive delays.

The customer’s vented displeasure over the perceived poor service escalates from a heated verbal exchange to shoving match and threats of further physical harm.

 

High risk of assaultsAverage risk = 1.2%

High risk of threatsAverage risk = 1.5%

Security and protective services (11.4%)

Nurses (5.0%)

Care workers (2.8%)

Public transport (2.8%)

Catering/hotels/restaurants (2.6%)

Other education and welfare (2.6%)

Teachers (1.8%)

Retail sales (1.8%)

Management and personnel (1.7%)

Leisure/service providers (1.7%)

Other health professionals (1.4%)

Public transport (5.6%)

Security and protective services (5.3%)

Other health professionals (4.0%)

Retail sales (3.5%)

Nurses (3.1%)

Management and personnel (2.6%)

Other education and welfare (2.3%)

Catering/hotels/restaurants (2.0%)

Teachers (2.0%)

Cashiers/bank managers/money lenders (2.0%)

Leisure/service providers (1.9%)

 

Violence at WorkplaceOccupation Survey (UK, Sweden)

Railway Crime Safety Performance Report (UK)

NYCT Violence Against Employees

0

20

40

60

80

100

120

140

160

180

Yr 00 Yr 01 Yr 02 Yr 03 Yr 04 Yr 05 Yr 06 Yr 07

Threat

Assault

2000-2007

Assault

Threat

Customer Aggression Model

Service RelatedCustomer Anger

Non-ServiceRelated Customer

Anger

CustomerReadiness to

Commit Violence

CustomerViolence against

employee

ViolenceSuppressed

Train Delay

High Fares

PreventiveStrategies

FamilyProblems, etc

Current Status

Data Extraction Criteria: Occurrences of assault or threats Other incidents at that station or on

connecting train lines. Other incidents within a 5 hour window.

Develop algorithm to identify relationship between service delays and violence against employees.

Validate algorithm against text details.

Perform data Mining to identify hidden relationships.

References

[1] Violence, Harassment, and Bullying at Work: How Does the Australian Rail Industry Compare and What Can Be Done?, www.nctr.usf.edu/jpt/pdf/JPT%208-3%20VanBarneveld.pdf

[2] Workplace Violence, www.twu.org/default.asp?contentID=684

[3] When passengers explode, Smith, Carla, Report / Newsmagazine (Alberta Edition); 02/07/2000, Vol. 26 Issue 47, p42, 3/4p, 1c

[4] Crime Reduction Toolkits: Violence at work, www.crimereduction.homeoffice.gov.uk/toolkits/br020304.htm

[5] Japan Today–Kuchikomi – Train commuter rage still increasing, www.japantoday.com/jp/kuchikomi/498/all