Total Quality Management: A Service Strategy for the '90s and Beyond

摘要

The transit industry is confronted with major service challenges that demand a change in traditional management practices to innovative Total Quality Management (TQM) practices. The need for change is prompted by factors such as transit's continuing loss of market share (from 12 percent in 1960 to 6 percent in 1980 to about 5 percent in 1990), declining operating assistance, and inability to serve dispersed travel patterns and meet increased demand for services in traffic congested and high growth areas.