Zwinne zarządzanie na rzecz skutecznej obsługi klienta3 – przykład działań PKP S.A.
Agile Management for Effective Customer Service – an Example of the Activities of PKP S.A.

Summary/Abstract: The paper undertakes the issue of Agile management in customer service provided by PKP S.A (Polish State Railways JSC). New approach to the management is a key factor in the process of services delivery on the railway stations. The train station is the first and foremost point of customer contact in the process of using rail services. The article presents the essence of the Agile and Lean approach in creation of customer relations and support provided by PKP. The paper underlines the crucial role of the organisation knowledge of client needs in the course of creating customer satisfaction. The thesis of the article is illustrated by results of researches that, in the authors opinion, contribute to minimising gaps between customer expectations and the actual level of service. The article also presents the process of development of an innovative IT solution – Station App – as an example of customer focused product, managed and implemented in the Agile model. Moreover it indicates operational implications of the Agile approach in an organization that provides public services.

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