• Simerjeet Singh Bawa
• Dr. Harpreet Singh

The turn of the century has seen profound changes in the global economy. Services have played a crucial part in these changes, because services are becoming the way organizations meet with their markets. The organizations have already discovered that their survival no longer exclusively depends on the products they offer, but also on the additional offerings they make to their customers that differentiate them from their competitors. Innovative organizations, offering new services as well as unique customer services, are now succeeding in markets where established organizations have failed. The interaction between customers and service employees is vital for the actual success of service delivery. In Service sector 5S play a crucial role, 5S as a methodology has come out of the techniques within Total Productive Maintenance (TPM) and Toyota Production System (TPS). In this study, an effort has been made to understand the concept of 5S and its implementation on Indian Railways.

Services Sector, 5S Concept, Service Quality, Toyota Production System, Indian Railways

"5S Technique: The Rising Concept of Service Quality with Special Reference to Indian Railways", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 6, page no.232-240, June 2019, Available :http://www.jetir.org/papers/JETIR1906P36.pdf

"5S Technique: The Rising Concept of Service Quality with Special Reference to Indian Railways", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 6, page no. pp232-240, June 2019, Available at : http://www.jetir.org/papers/JETIR1906P36.pdf