Establishing Processes for the Identification of Security Enhancement Opportunities and Implementation of Security Enhancement Programs in the Public Transit Industry: A Six Sigma Approach

摘要

Public transit systems in the U.S. have the responsibility for transporting people to their destinations in an economical and safe manner. They are also charged with the need to promote and increase rider ship to reduce congestion and pollution. To do this, they must present users with a high quality service that meets their time, convenience, and cost needs, and provides the highest level of safety and security. The approach used in this study was to apply a widely-used process of continuous improvement, six sigma, using information from the customers and providers of the service (drivers were used as surrogate measure for providers). This data was then analyzed to identify gaps in perceptions that could become the focus of a well-defined improvement such as the DMAIC (design, measure, analyze, improve and control) process used in six sigma.