A Journey of Continuous Success and Excellence: A Case of Tunaround of UP State Road Transport Corporation, Lucknow

Abstract

UP State Road Transport Corporation (UPSRTC), an organization under the control of Government of UP, has been under the process of a complete change, both soft as well as hard, during last three years. It has not been a long back, when like many other State Transport corporations of the country; UPSRTC too was striving hard for its survival. The organization was facing a number of problems arising out of its poor governance and lack of professionalism in its performance management. Realizing the urgent need for change, the organization prepared itself to transform from a ‘traditional public sector department’ to a ‘professionally managed adaptive and responsive service provider’, always ready for experimenting with novel ideas and offers when it comes to the customer satisfaction. It is remarkable to note how the company has successfully managed to continuously increase the profit from Rs. 447.92 Lakhs in 2001-2002 to the level of Rs. 4023.81 lakhs in last fiscal year. The corporati...