The Role of Information in the U.K. Passenger Rail Industry

What’s Wrong with the Railways?

“…(The process of complaints arriving at ATOC is described in Lyons and McLay 2000). A database was created in Microsoft Access to record information contained in the letters.…”

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“…Written complaints filed with ATOC between the beginning of January 1998 and the end of January 1999 were examined and sorted by type of complaint, according to a scenario structure created beforehand. (The process of complaints arriving at ATOC is described in Lyons and McLay 2000). A database was created in Microsoft Access to record information contained in the letters.…”