Marawan Alzarooni is the Director of Maintenance and Services Department of The Public Transport Agency of Dubai , responsible for offering the maintenance and services of public buses for the whole buses lifecycle, from acquisition to disposal . Alzarooni holds MSc in Engineering Management and BSc in Mechanical Engineering .
Sessions
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June 07: The innovation agenda: Putting the customer at the heart of new tenders
Translating Dubai Customers’ Requirements into Bus Design SPECS
Customer experience is vital to the public transport bus industry. If customers don’t enjoy their experience, they won’t use the service. Usually, customers are looking for Safe, Accessible, Speedy(Reliable), Comfortable and Affordable transit buses. The more reliable the bus is, the more trust the commuter will have in it, convincing him to continue using it and not look for another means. Since its inception, the Dubai Roads and Transport Authority RTA have been very keen to hear the voice of customer, and translate the Customer ‘ wants’ to manufacturing ‘ hows’ and embed them in bus specifications as the heart of tender process. RTA have a customer-oriented bus tendering process starting from analyzing the voice of customers, translating them to function requirements, detailing specifications and making them easier for OEMs to build.
