Message dated 31.3.2002 from Shri I.I.M.S. Rana, on taking over as Chairman, Railway Board.

My dear fellow Railway Persons,

I would like to take this opportunity to wish you and your family a long, healthy, happy and successful life.

Most important resource of any organisation is one, on which it incurs maximum expenditure. For Indian Railways, it is the Human Resource. YOU ARE THEREFORE, THE MOST IMPORTANT RESOURCE FOR INDIAN RAILWAYS.

To make Indian Railways efficient, focus of Indian Railways should be to make you efficient, by providing you right environment for functioning, tools, training, guidance and to solve problems, which are external to you.

This in turn also means that you should take similar action for people working under you. Such action if it goes down the line, will make Indian Railways more efficient. Therefore, to solve problems of your juniors, provide them training, guidance and right tools liberally.

2 My conviction is that we can become more efficient by delegating powers, functioning on system based on faith. Such functioning provides us with TIME which is essential to make system as well as those working under us more efficient, concentrating on external problems, bringing about changes required due to changing environment, etc. The checks for prevention of wrong doings by some of us can be taken care of much more efficiently by having regular feedback from external sources, including Unions, Public representatives, press, accounts, audit, vigilance, etc.

Therefore, please delegate liberally. Function on faith based system.

3 COMMUNICATION AND TECHNOLOGICAL TOOLS can enhance efficiency and lead us towards less paper and less bureaucratic offices. Therefore, enhance means of communication and provide right technological tools liberally.

4 Seeing things from CUSTOMER ANGLE can go a long way in improving Indian Railways and is, therefore, very vital. Try to inculcate seeing every problem from customer’s angle to make Indian Railways as a customer driven/focused organisation.

5 Besides external customers, we have internal customers. One department is a customer of another department and vice versa. A large chunk of problems are interface problems. These can be solved if we are able to see things from our customer angle, that is from the angle of other departments.

6 We should feel proud in following Rules and procedures laid down for ensuring safety. Please inculcate this pride.

7 There are always WIN-WIN solutions. Many times they are outside of the people involved in a conflict. Find them.

8 Railway is a great family with great traditions, Let us maintain and take them forward. It is an honour to lead such a great organisation. It is also a great responsibility

With best wishes to you and your family.

Your friend,

(I.I.M.S. Rana)