This teaching case, the challenges posed by the technology managers at Indian Railways (IR) coupled faced in the current scenario of a resurgent economy with rising customer expectations. Given the growing competition from road and low-cost airlines to keep their customers, IR has responded by changing its business rules. The Railway Ministry expects a quick response from the Centre for Railway Information System (CRIS) to take all these changes into the passenger r … Read more »

This teaching case, the challenges posed by the technology managers at Indian Railways (IR) coupled faced in the current scenario of a resurgent economy with rising customer expectations. Given the growing competition from road and low-cost airlines to keep their customers, IR has responded by changing its business rules. The Railway Ministry expects a quick response from the Centre for Railway Information System (CRIS) to integrate all these changes in the passenger reservation system (PRS). The old PRS, the proven and reliable, and has been serving the needs of clients for nearly two decades, is now proving to be relatively inflexible to respond to the rapidly changing business requirements. Although the current scenario makes a constant need to change the program logic since maintenance of PRS tougher for CRIS officials, they have realized that PRS is a proven, reliable, proven technology. Although they would be happy to deal with a new state-of-art system that they would replace the old PRS more flexibility maintenance, the impact of possible failure of the new system are connected are far too seriously. The case shows the current dilemma is the head of the CRIS, the umbrella agency for information technology (IT) implementation in IR confronted: whether IR should continue using the old PRS technology with its inherent defects, or should they go and take the risk in for a wholesale replacement with a new state-of-art technology, which would provide greater flexibility maintenance?
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from
Shirish C. Srivastava,
Sharat S. Mathur,
Thompson SH Teo
Source: Journal of Information Technology
8 pages.
Release date: 01 December, 2007. Prod #: JIT016-PDF-ENG
Modernization of Passenger Reservation System: Indian Railways’ dilemma HBR case solution